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