At Faith Mobile, we are committed to resolving complaints in a fair, transparent and timely way. We understand that sometimes things can go wrong, and when they do, we want to make it right.
This page explains how to raise a complaint, what to expect from us, and what your options are if you’re not satisfied with the outcome.
How do I make a complaint?
You can start by contacting our Customer Care team through our website or by emailing help@faithmobile.co.uk.
Most issues can be resolved quickly at this stage. If you’re not happy with the response, you can ask for your complaint to be escalated.
What happens after I contact Customer Care?
We will:
- Acknowledge your complaint
- Investigate the issue
- Work with relevant technical teams if needed
- Provide you with a resolution
If you’re satisfied, we’ll close your complaint. If not, you can move to Stage 2 and make a formal complaint.
How do I make a formal complaint?
If you’re not satisfied with the initial response, you can contact our Complaints Team directly.
Email: complaints@faithmobile.co.uk
Post:
- Complaints
- Faith Mobile Limited
- The Hangar
- Hadley Park East
- Telford
- Shropshire
- TF1 6QJ
- United Kingdom
Please include as much detail as possible, along with any reference numbers or supporting evidence.
How long will it take to resolve my complaint?
We aim to respond within approximately 5 business days.
More complex or technical issues may take longer to investigate, and in some cases up to 6 weeks.
We always aim to resolve complaints within 8 weeks of them being raised.
Will I receive updates on my complaint?
Yes. We will provide regular progress updates while we investigate your complaint so you are kept informed throughout the process.
How can I track my complaint?
When you raise a complaint, we assign a Unique Reference Number (URN).
Please include your URN in all communications with us. This helps us track your case and ensures accurate handling.
What types of issues can I complain about?
Common complaint categories include:
- Subscriptions & payments
- Network quality
- Roaming
- Other service-related issues
Providing clear details helps us resolve your issue more quickly.
What if I’m not satisfied with the final outcome?
If we are unable to resolve your complaint within 8 weeks, or we issue a “deadlock” response confirming we cannot reach agreement, you can refer your complaint to an independent dispute resolution service.
Faith Mobile is a member of CISAS, an Ofcom-approved Alternative Dispute Resolution (ADR) scheme.
CISAS is completely independent and free for customers to use.
Website: www.ceder.com
Email: cisas@ceder.com
Post: CISAS, 70 Fleet Street, London, EC4Y 1EU
When contacting CISAS, please provide as much information as possible, including any reference numbers and supporting evidence.
Do you offer refunds or compensation?
In certain circumstances, and at our discretion, we may apply a refund or other form of compensation as a goodwill gesture. This is assessed on a case-by-case basis.
Can this policy change?
Yes. We may update this policy in line with Ofcom regulatory requirements. The latest version will always be published on our website.
