As a provider of electronic communications and voice services, we are required by Ofcom’s Approved Code of Practice for Complaints Handling to develop and publish a code of practice setting out the key information concerning the setting out procedures for resolving complaints.
Who this COP applies to:
Pursuant to the general conditions of entitlement as set by the Office of Communications, ("Ofcom"), this COP applies to domestic and small business customers defined by Ofcom as a customer of Mundio that is not a provider of communications services nor a business for which more than 10 individuals work (whether as employees or volunteers or otherwise).
Our Complaints Procedure:
At Mundio we are committed to addressing all complaints, including requests for refunds, as quickly and fairly as possible utilising our complaints handling procedure. Please follow the below stages:
Stage 1: Contact Customer Services Agent:
In the first instance we ask that you contact one of our customer services agent advisors by one of the following means:
By telephone: 0207 1790134
By post:Customer Services, 54 Marsh Wall, London, E14 9TP
Our customer service agents are equipped to deal with your complaints and will address your complaint immediately when contacted by telephone, email or through our web form. Customer Services will aim to deal with your complaint within 14 days.
Stage 2: Contact Customer Services Manager
However, if your compliant can not be dealt with by telephone, email or through our web form you must therefore write to and/or call our Customer Services Manager on 02071790134 who will aim to respond to your compliant within 14 days of receipt of your compliant.
- If you are not satisfied with how your complaint is handled by the Customer Service Manager or the complaints process as set out above has failed in resolving your complaint, you must then escalate your complaint in writing to Customer Relations Department.
Stage 3: Write to Customer Relations Department
You must send a letter by registered post to "Customer Relations at Mundio Mobile Ltd, 54 Marsh Wall, London, E14 9TP" stating that you wish to escalate your complaint. Please also include the following in your written complaint:
• Date(s) of incident(s)
• Nature of your complaint
• Name of the representative(s) you spoke to at stages (1) and (2), if known
• Your full name & address
• Your telephone number
Customer Relations Department will aim to address your complaint within further 28 days from receipt of your letter. This timeframe is approximate and in some circumstances it may unfortunately take longer to investigate. Customer Relations will inform you if this is the case.
If our Customer Relations is unable to resolve your complaint satisfactorily, we will issue a "deadlock" letter so that you may make a complaint through CISAS, an independent alternative dispute resolution scheme. Details of this service will be provided on the deadlock letter and are copied below for your convenience.
Alternatively if you have followed the Complaint procedure as set out above in its entirety and more than EIGHT WEEKS has passed since you first made your complaint then please contact CISAS directly.
24 Angel Gate
London EC1V 2PT
By phone: 020 7520 3827
020 7520 3829
You may also visit their website at
Please note that none of the above in any way limits your right to seek independent legal advice.
Where we alter this COP we will post it on our website at www.vectonemobile.co.uk Because each version of the COP carries a version number and/or date on the top right hand corner of the document you will always be able to tell whether a newer version is in existence.