LEBARA COMPLAINTS CODE OF PRACTICE 2018
INTRODUCTION – WE ARE HERE TO HELP
We value our customers and strive to ensure that we meet your expectations. If however, we are unable to meet
your needs, this guide aims to provide a comprehensive guide on how to make a complaint, what to expect and
how to take your complaint further.
This guide will inform you on the following areas:
How to complain
How we handle complaints
Our expected timeframes
How to take unresolved complaints through the ADR scheme.
The contact information for the Ombudsman service
FAULT MANAGEMENT OVERVIEW
We aim to provide you with all the help you need to understand how to use our services and to help you with any technical
problems. We intend to resolve faults as soon as reasonably possible. If you have any technical questions simply call us from
your Lebara number on 5588 (charged at 19p for the whole call) or by a landline on 0207 031 0791* (you will need to check
with your landline service provider to find out their call costs for UK landline numbers). If you do not want to call you can also
email [email protected] or visit https://mobile.lebara.com/gb/en/contact-us
Faults may occur on the Lebara Mobile network, or on one of our suppliers’ networks or equipment.
If a fault is reported during normal working hours
(9:00 am - 6:00pm Monday to Sunday) , Lebara Mobile will try to establish the location and cause of the fault straight away.
IF YOU ARE NOT SATISFIED OVERVIEW
We are committed to providing you with excellent customer service. However, if you are dissatisfied with our product(s) or
service(s), we have a comprehensive complaint handling procedure, which includes escalation to independent agencies if you
are unhappy with the outcome of your complaint.
When you call, a customer service consultant will try to solve the problem as quickly as possible, preferably during your phone
call and where this is not possible, we will agree a course of action with you. Invoicing queries may take a little while to resolve.
If you are not happy with the response that you have received, you may refer the matter to the appropriate senior manager
for further investigation. For further information, refer to our complaints procedure.
We aim to resolve any dispute ourselves, however, if:
We are unable to resolve your complaint satisfactorily,
You have been issued a “deadlock” letter
After 8 weeks your complaint remains unresolved
you can escalate your complaint, free of charge, to the Ombudsman Service: Communications -
an independent alternative dispute resolution scheme (contact details are set out below).
OMBUDSMAN SERVICES CONTACT DETAILS
Phone : 0330 440 1614
Textphone : 0330 440 1600
Fax : 03304401615
Post : Ombudsman Services: Communications
PO Box 730 | Warrington | WA4 6WU
Email : [email protected]
Website : www.ombudsman-services.org
COMPLAINTS PROCEDURE
If you are unhappy with our service or product, please contact our customer service team on via phone, email,
post or chat at lebara.co.uk/contact-us. The quickest way to contact us is via phone or chat.
Your complaint will be dealt with by one of our agents within 3 working days and we will advise on the next steps.
We’ll normally get back to you by phone, if we can’t get hold of you, we will send you an SMS. If requested,
we can confirm any conversation in writing if you ask us to.
If we have not heard back from you within 28 days from our last contact date, we will consider the complaint closed.
We will of course, try to get in contact with you to resolved the issue before 28 days have passed.
If you are disabled and would like access to the complaints code or would like to make a complaint, please visit the
accessibility page.
If you are unhappy with the outcome of your complaint, you have the option to discuss your complaint further with
a team leader or manager. If you are still not satisfied with the way in which your complaint was handled or if your
complaint is still not resolved, you can then escalate your complaint to our country team.
Note: If you decide to send a letter or email, or contact us via chat, please do not submit
any sensitive or personal information.
If you are not satisfied with the outcome of your complaint, or you have received a deadlock letter within 8 weeks of
making your complaint, you can refer your complaint to Ombudsman Services, free of charge. The Ombudsman Services
is an independent alternative dispute resolution scheme (ADR) approved by Ofcom.
OMBUDSMAN SERVICES CONTACT DETAILS
Phone : 0330 440 1614
Textphone : 0330 440 1600
Fax : 03304401615
Post : Ombudsman Services: Communications
PO Box 730 | Warrington | WA4 6WU
Email : [email protected]
Website : www.ombudsman-services.org
HOW TO CONTACT US
If you need advice, information or assistance on any products and services or this Code of Practice, please call us from a
landline on 0207 031 0791*, email [email protected], visit our website at https://mobile.lebara.com/gb/en/contact-us or
write to us at the following address:
Customer Services
Lebara Mobile Limited
7th Floor, Import Building | 2 Clove Crescent | East India Dock | London | E14 2BE