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Mobile by Sainsbury's customer complaints code

We can provide this information in large print, braille and audio. Call our careline on 0845 4400775 (calls are charged at the service provider’s standard rate) or 40775 (free from your Mobile by Sainsbury’s mobile) or write to us and we’ll arrange this.

 

We want to provide you with a great service. But there may be times where we don’t deliver the services you are expecting. Our customer complaints code sets out how to contact us and the process to follow.

 

1. Tell us if you have a complaint

We want to hear from you if you’re not happy with the services we provide and want to make a complaint. You can contact us by:

  • Writing to us at Customer Experience Manager, Mobile by Sainsbury’s, 33 Holborn, London EC1N 2HT 
  • Calling our careline on 08454 400775 (calls are charged at the service provider’s standard rate) or 40775 (free from your Mobile by Sainsbury’s mobile) and speaking to a colleague
  • Sending an email to support@mobilebysainsburys.co.uk

If you contact us, please provide a suitable amount of information so that we know the nature of your complaint and your current contact details (as a minimum we’ll need your mobile number) so we can respond to you. If you have a disability and want us to contact you by a specific method (for example telephone only), please let us know.

 

2. What we will do

We try and resolve all complaints as quickly as we can. If we can’t resolve something straight away we may need to ask you for more information so we can help you. If we can’t resolve your complaint straight away, we’ll let you know and give you a time frame for when we will respond. Depending on the nature of your complaint we may escalate your complaint internally, and ask a senior manager to investigate your complaint and respond to you.

We may need to ask you for some personal information to check we are dealing with you, but we’ll always keep your information secure. For more details about how we use and look after your personal information, go to our privacy policy.

Our helpline colleagues receive training about this customer complaints code and your rights to access an external Alternative Dispute Resolution scheme (the Ombudsman Services).

 

3. Your rights to contact the independent ombudsman

We are members of a scheme called the Ombudsman Services. They provide an independent and free service to settle disputes. If we’ve been unable to resolve your complaint within 8 weeks, we’ll send you a letter or email, confirming that you can refer your complaint to the Ombudsman Services.  Their contact details are as follows:

Ombudsman Services: Communications
PO Box 730
Warrington
WA4 6WU

You can call them on 0330 440 1614. Their phone lines are open Monday to Friday from 9am until 5pm.

Alternatively you can use the contact form on their website at the following address www.ombudsman-services.org/contact-us-communications.html

If you contact them, you’ll need to provide the following information:

  • Your name
  • Your current contact details
  • Your Mobile by Sainsbury’s mobile number
  • The nature of your complaint and why it has not been resolved to your satisfaction
  • The response we provided to you (we recommend you provide the ombudsman with the letter or email we sent you confirming that you can refer your complaint to them).

If the ombudsman is unable to help, they’ll tell you. This may be because they don’t have the authority to deal with the complaint you have raised. But, if they can’t help you, they will tell you about any other options you may have.

 

4. Other useful information

We keep copies of the notes and records we make in relation to your complaint on our systems for at least 6 months. We do this in case we need to refer back to your complaint and to improve the customer services we provide. 

We may need to vary or amend this code from time to time. If we do, we’ll publish any changes on the website. If you’d like a copy of this code you can save or print it from our website and you can contact us and we’ll send you a copy for free. 

 

Mobile by Sainsbury’s Limited registered in England with number 8218914 at 33 Holborn, London EC1N 2HT 

 

Version January 2014