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: 02071790134
By mail: 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. We aim to address complaints sent by mail within 14 days.
If you are not satisfied with how your complaint is handled, the customer service
agent can escalate your complaint to a team leader. In most cases, this will dealt
with immediately, however if the team leader is not available, they will aim to
call you back within 48 hours.
Where this process fails to resolve your complaint, you may then refer it to our
Customer Services Manager who will aim to address your complaint within two working
If our Customer Services Manager 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. In
order to request a deadlock letter please put your complaint in writing and send
it to the following address "Customer Services Manager, 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)
• Name of the representative(s)
you spoke to at stages (1) and (2), if known
• Nature of your complaint
• Your full name & address
• Your telephone number
Upon receiving your letter our Customer Services Manager will forward your complaint
and all relevant material to our legal department who will issue you with a deadlock
Alternatively if more than EIGHT WEEKS has passed since you first
made your complaint, please contact CISAS directly.
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.