Help & Support

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Making a complaint

We always try to offer you great service at Tesco Mobile but if you’re feeling unsatisfied with your experience then please let us know. Our Customer Care Advisors will ask you about the nature of your complaint and seek to resolve the problem while you are on the line. If this is not possible we will agree a course of action with you. Our team can be contacted the following ways:

By post:

Tesco Mobile Limited
Dumers Lane
Radcliffe
Bury
BL9 9QL

By email: Go to Contact us, select your customer type then choose ‘Complaints’ from the drop down menu. An ‘Email us’ option will appear and you can submit an email to us using this form.

By phone: 0345 301 4455 or 4455 from your Tesco Mobile phone

Escalating complaints

If you still feel unsatisfied with our response to your issue then the complaint may be escalated within the company. We do have dedicated teams depending on your complaint that can help you resolve your issue.

If you remain unhappy after 8 weeks and would like take this matter further you are statutorily entitled to refer your complaint to an alternative dispute resolution scheme. We are a member of Ombudsman Services: Communications, who offer free independent help to sort out disputes. They will tell you whether or not they can help and if not, they will tell you about any other options that may be available to you:

Ombudsman Services: Communications
PO Box 730
Warrington
WA4 6WU

By phone: 0330 440 1614

www.ombudsman-services.org/

Complaints about your Credit Agreement

If you have a complaint about your credit agreement, please contact Customer Care and if you’re still not happy, please ask to speak to a manager. If you remain unhappy or you think that we haven’t dealt with your complaint satisfactorily, you can refer your complaint to the Financial Ombudsman Service (FOS).
By phone: 0800 023 4567

http://www.financial-ombudsman.org.uk/

Online Dispute Resolution

If your complaint relates to an online transaction, you can also go to the Online Dispute Resolution platform, a service provided by the European Union in conjunction with the UK Government, which provides an interactive website where you may submit your complaint should you be dissatisfied with our response and attempts to resolve your issue.