At plan.com, we take complaints seriously and are committed to resolving them fairly, transparently, and as quickly as possible.

If something hasn’t gone as expected, please let us know so we can investigate and put things right.
 

Once your complaint has been raised:

During this time, our team may contact you if we need any further information to help us investigate your concerns.
 

If your complaint cannot be resolved quickly, we’ll keep you informed and continue working towards a fair outcome.

If you are happy with the proposed resolution, we will mark the complaint as closed.

We can only close your complaint if you have confirmed you are happy that your issue has been satisfactorily resolved.

Alternatively, we will also mark your complaint as closed if you do not respond to us for 28 days or more.
 

If our proposed resolution doesn’t meet your expectations, please let us know so we can take another look. There may be occasions where we reach an impasse and confirm that no further progress can be made, our where your complaint has been open for six weeks.

If either of these situations occurs, we’ll let you know and provide details of your right to escalate your complaint to the relevant Ombudsman for independent review.
 

If either six weeks have passed from the date we received your complaint; or we have reached a point where we can no longer find a resolution that works for both parties, we will inform you of your rights to take the unresolved complaint to Communications Ombudsman, who is the Alternative Dispute Resolution Scheme to which we are registered.
 

This service is free of charge and we are bound to comply with the decisions of that scheme.

You can contact the Ombudsman directly at:

Communications Ombudsman: 
PO Box 730
Warrington
WA4 6WU

Phone: 0330 440 1614

Fax: 0330 440 1615

Textphone: 0330 440 1600

Web: www.commsombudsman.org/how-we-can-help
Email: osenquiries@os-communications.org