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Customer Services: (020) 7179 0134 or 322 from your Vectone Mobile
Complaints Procedure

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 email: support@vectonemobile.co.uk

Web: www.vectonemobile.co.uk

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 letter.

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.

By Mail:
24 Angel Gate
City Road
London EC1V 2PT

By phone:      020 7520 3827

By Fax:           020 7520 3829

You may also visit their website at http://www.cisas.org.uk/

Please note that none of the above in any way limits your right to seek independent legal advice.

Further information

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.