Complaints Procedure

At MyFone® Communications, we strive to provide exceptional service, but we understand that issues may arise from time to time. Rest assured, we are committed to addressing any concerns you have in a prompt and fair manner.

1. Our Approach to Complaints:

While we hope your experience with our service is smooth, we acknowledge that no service is flawless. If you encounter a problem, we are here to help and ensure your concerns are heard and resolved.

2. Contacting Us:

To report an issue, please reach out to us via email at sales@myfone.uk.com or call our dedicated helpline at 0330 229 3434. Our support hours are from 9am to 5pm, Monday to Friday. Our aim is to assist you right away, but if immediate resolution isn’t possible, we’ll collaborate with you on a plan to address the problem.

3. Plan of Action:

If your concern cannot be resolved immediately, we’ll work together to create a plan of action. Your satisfaction is important to us, and we’re committed to finding the best solution to meet your needs.

4. Escalation to Manager:

Should you remain unsatisfied after our initial response, you have the option to escalate your complaint to a manager. You can do this during your call or by emailing support@myfone.uk.com. We’re dedicated to ensuring your complaint is thoroughly reviewed.

5. Further Steps:

In the rare event that your complaint remains unresolved after 8 weeks or if a deadlock is reached during our investigation, you have the option to refer your complaint to an independent authority. This step is intended to ensure impartial consideration of your case.

6. Ombudsman Services:

You can refer your complaint to the Ombudsman Services for an independent assessment. The Ombudsman will make an unbiased decision based on the facts of your complaint. You can find more information about the Ombudsman Services here.

7. Your Voice Matters:

Your feedback is valuable to us. If you have suggestions to enhance our Complaint & Dispute Resolution Procedure or our services, please let us know. We continuously strive to improve based on customer insights.

We hope that your experience with MyFone® Communications remains positive, but if any issue arises, we are dedicated to addressing it promptly, fairly, and professionally. If you require assistance or have questions about our procedure, feel free to contact our Customer Support team.