HMD Mobile Complaints Code of Practice
The purpose of this complaints code of practice is to provide you information on how we work to solve customer complaints and the options available to you to take it further, if needed. This code of practice covers the HMD Mobile Services provided to you by HMD Global Oy.
How to inform us you are not happy
At first, we recommend contacting our customer support team through our HMD Mobile app (as well as web app) by chatting with our agents anytime during office business hours between 9am and 5pm UK time. You can also contact us by sending an email. Email contact form is also available in the app. If our customer support can’t resolve the issue right away, they will escalate to complaints handling team who will assist resolving your inquiry. Alternatively, you can make a formal complaint to us by the following means:
1) Email us at: firstname.lastname@example.org
2) Leave a voice message by dialing 1206 on your HMD Mobile SIM
3) If you wish to send us a letter with details of your complaint, please address it to our UK offices: Complaints, HMD Mobile, Level 4, 4 Kingdom Street, Paddington Central, London W2 6BD.
4) When contacting us, please provide us with your account number and the phone number linked to your service. This will help us investigate and get back to you quickly.
We respond to your complaints in two main steps:
STEP 1 | We have defined a set of processes to manage your complaint:
a) We try to fix your issues immediately. If we don’t manage to solve them promptly, we will inform you how long it should take and when to expect an update.
b) If we are unsuccessful resolving your issue at the first contact, your case will be escalated to our Complaints’ handling / escalation team. Still, we would appreciate if you give us some time to try solve those issues while we keep you updated on our troubleshooting efforts.
c) Once your problem is fixed, we will close your complaint. In case you still need help with your complaint, then contact us back and we’ll continue to work on getting it resolved for you. If we do not hear back from you within 28 days, we will assume the matter is resolved and close your complaint.
STEP 2 | Consider receiving independent advice.
a) While we would appreciate that you give us the required time to try solve your issues – and keep you updated on our troubleshooting efforts - if you decide you need independent help to resolve your complaint, you can always receive independent advice from the Citizens Advice Bureau, Consumer Advice Centre and Trading Standards.
b) If your complaint has not been resolved within 8 weeks of receiving it or if there is a deadlock situation, you may refer your complaint to Ombudsman Services, free of charge.
Deadlock situation arises if we believe we have done everything we can to resolve your complaint, but we still can’t reach an agreement with you. Before reaching this deadlock situation, you must have followed our escalation process (detailed in Step 1 above). In such case, we will either issue you with a deadlock letter or you may request one, to allow you to escalate your complaint to the Ombudsman Services. However, we are not able to send a deadlock letter if we are still working to resolve your complaint or if your complaint falls outside the remit of Ombudsman Services. In case of deadlock, you must contact Ombudsman Services within 12 months of deadlock being issued.
Ombudsman Services is an independent dispute resolution scheme, approved by Ofcom. Please ensure that you read the Ombudsman Services guidelines to ensure that your complaint satisfies the conditions for referral. Details of the Ombudsman Services are available by contacting us or directly from Ombudsman Services:
PO Box 730 Warrington WA4 6WU
Tel:0330 440 1614