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.
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. However if your complaint can not be dealt with by telephone, email or through
our web form satisfactorily you must therefore write to the Customer Services Manager
with your complaint attaching all relevant documentation to accompany your complaint.
You must send your letter by recorded post to the following address "Customer Services
Manager” at Mundio Mobile Ltd, 54 Marsh Wall, London, E14 9TP". Please also
include the following in your written complaint:
• Date(s) of incident(s)
• Name of the representative(s) you spoke have spoken to previously, if known
• Nature of your complaint
• Your full name & address
• Your Vectone telephone number and an alternative telephone number and an email
address, if any, so we are able to contact you.
We will aim to respond to your complaint within 14 days of receipt of your complaint
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 inform the Customer Service Manager to escalate your complaint
to Customer Relations Department.
Customer Relations will aim to address your complaint within a further 10 days.
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.
Customer Relations will forward your complaint and all relevant material to our
legal department who will issue you with the deadlock letter.
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
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.
For further information regarding this COP including how you may obtain a copy of
the COP in alternative formats including large print, other available languages,
and audio versions, please contact us and we will endeavour to assist you.