Freedompop Customer Complaints Code

This code sets out how to make a complaint and your rights to refer a dispute to an independent ombudsman.

If you're not happy with our service and would like to complain, please write us from

The customer service advisor will try to resolve your complaint all the first time you contact us, and will escalate to the corresponding technical team if required. If that's not successful, they'll pass the issue to our management team.

We'll use our best endeavors to ensure your complaint is resolved within a week. If it takes longer, we'll give you updates at least once a week.

If after eight weeks we still can't resolve the complaint you can refer the issue to the independent Alternative Dispute Resolution service provided by Ombudsman Services Communications. Provided your complaint is in their remit, they will investigate your complaint free of charge.

You can find out more on their website, or call them on 0330 440 1614 or fax them on 01925 430 049.

Alternatively, you can write to: Ombudsman Services Communications, PO Box 730, Warrington WA4 6HL

You can request that your complaint goes to Ombudsman Services Communications before eight weeks, though we have the right to insist that our process is followed if we're taking steps to resolve your complaint and expect it to be resolved in a timely manner. Referral to Ombudsman Services Communications can be refused if the complaint is malicious or outside their remit.