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Complaints Procedure

Hadeda Mobile Ltd · Last updated: 31 May 2026

We want you to be happy with Hadeda Mobile. If something has gone wrong, please tell us — we take every complaint seriously, and most are sorted quickly. This page explains exactly how to complain, what happens next, and what you can do if you’re still not satisfied.

1. How to Contact Us

You can raise a complaint by any of these methods:

To help us resolve things quickly, please include your name and account details, a clear description of the problem, the outcome you’d like, and any relevant dates, references or screenshots.

2. What Happens Next

  • Step 1 – Acknowledgement: we’ll acknowledge your complaint within 2 working days.
  • Step 2 – Investigation: we’ll look into what happened and keep you updated.
  • Step 3 – Resolution: we aim to resolve most complaints within 10 working days.
  • Step 4 – Final response: we’ll send a final written response setting out our findings, whether the complaint is upheld, any action we’ll take, and your right to escalate.

3. If You Are Not Satisfied

If you’re unhappy with our final response, or if 6 weeks have passed since you first complained and it’s still unresolved, you can refer your complaint — free of charge — to our independent Alternative Dispute Resolution (ADR) scheme.

Communications Ombudsman — free and independent.
Web: www.commsombudsman.org
Phone: 0330 440 1614 · Email: enquiry@commsombudsman.org
Post: PO Box 730, Warrington, WA4 6WU
The Ombudsman’s decision is binding on us if you accept it.

4. Ofcom

Ofcom is our industry regulator. It doesn’t resolve individual complaints, but it monitors providers and uses complaint data to inform its work. You can find out more at ofcom.org.uk/make-a-complaint · 0300 123 3333 or 020 7981 3040.

5. Accessibility

If you need to complain in a different format, we’ll make reasonable adjustments — for example large print, email, or by phone. Just let us know what works best for you.

6. Record Keeping

We keep records of complaints for at least 3 years so we can learn from them and improve our service.

Hadeda Mobile Ltd · Company No. 17044132 · hello@hadedamobile.co.uk · Phone: 07348 950 917