Customer Code of Practice

Purpose and Scope

Faith Mobile Limited provides a commitment to the efficient, fair, and courteous resolution of a customer complaint. This includes having a Code of Practice that will guide both the customer and Faith Mobile in the handling of a Customer complaint.

This Code of Practice is intended to provide customers with transparency on how Faith Mobile will deal with a complaint, and to make customers aware of the steps that will be taken during the complaint handling process. The Code of Practice also defines the minimum standards that Faith Mobile will apply in the handling of a customer complaint.

In this Code of Practice, the "Customer" is sometimes referred to as "you" or "your".

Changes to the Code

Changes to Faith Mobile's Code of Practice will be made in accordance with any regulatory requirements issued by the Office of Communications (Ofcom). This Code of Practice, and any changes, will be published on Faith Mobile's website.

Making a Complaint

There are up to three stages to help resolve any complaint.

Stage 1

First, contact our Customer Care team who will handle your query and provide a resolution. You can contact our Customer Care channels via our website or help@faithmobile.co.uk. If you’re not happy with the resolution you may request that your issue is escalated beyond first line support. At the point of escalation will try to resolve your issue after coordinating with the appropriate technical support teams. If you’re satisfied with this resolution, we’ll close your complaint.

Stage 2

If you’re not satisfied with the solution provided, you can make a formal complaint to our Complaints Team.

Send an email to complaints@faithmobile.co.uk

Sending by post: If you prefer to send us a letter with details of your complaint, please address it to our Faith Mobile office: