Help & Support

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Additional support for our customers

Our policy
Tesco Mobile’s vulnerable customer policy ensures that we give our customers additional support whenever they need it.

This policy explains the different ways our customers can communicate with us and the services our customers can use to get the information they need, in the format they need.

Identifying and recording vulnerable customers
Customers may be vulnerable due to their age, physical or mental health, disability, income or life events such as bereavement or illness.

Our advisors are trained to identify if a customer has an additional support requirement due to a vulnerability. If our advisors identify this, or a customer lets us know, we’ll ask the customer if they’re happy for us to record this in their account.

We’ll only use this information to provide the support the customer needs. Further information about how we use this information and your data can be found in our privacy policy.

Additional support for vulnerable customers
All our teams are trained to support customers who have a vulnerability or an additional support requirement and if we’ve recorded that need, our advisors will know each time the customer makes contact. For example, a customer who has difficulty hearing and prefers all communication via email will not receive a phone call from us.

Customers can ask for their bills in braille, large print and audio. If you have difficulties speaking or hearing, you can use the New Generation Text Service (NGTS) app. This allows you to type what you want to say and an assistant will say the words for you. The assistant can also type the other person’s replies for you to read. Find out more on our NGTS Help & Support page or on the NGTS website.

Customers can ask to be contacted by email only or ask us to show extra patience when speaking to you on the phone, whatever the reason.

Customers can contact us a number of ways, by phone, email, text service, letter, web chat or via social media. Look at our Contact us page for details.

Appointing someone to act on your behalf
If you have appointed or have become a power of attorney, please get in touch so we can update your account. You will be asked to send us a copy of the power of attorney document with a covering note.

Dealing with bereavement
If you have suffered a bereavement, we will do everything we can to guide you through our process. Please contact us and we will support you as best we can.

Managing debt
If you’re experiencing financial difficulties, please contact us. There’s also general information on our Help & Support page for if you’re unable to pay your bill.

Monitoring our policy
We regularly review our colleagues’ performance to make sure we’re meeting the needs of our vulnerable customers. Adherence to the procedures set out in this policy are monitored and measured through the following:

  • Quality monitoring (includes adherence to the requirements of Ofcom Condition 5)
  • Complaints and route cause analysis (RCA)
  • Advisor and customer feedback
  • Monitoring of training completion rates

We’ll review the policy and procedures regularly to ensure they remain fit for purpose.

Complaints process
If you’re ever unhappy with the products or services offered by Tesco Mobile, please contact us.

Access for all
We’re committed to providing a website that’s accessible to the widest possible audience. Find out how we make our website accessible, including how to change how it looks and tips for people using screen readers.