Mobile phone handsets & accessories

We can:

· Direct the retailer/trader to take, or desist from taking, certain steps – such as providing a refund or exchange or issuing a formal apology.

· Direct the retailer/trader to pay you a financial award by way of compensation (up to £25,000) for proven financial loss – where appropriate and applicable.

If the retailer/trader is a member of The Retail Ombudsman, they will be contractually obligated to implement our decision. However, if the retailer/trader is not a member it will be within their discretion, although in most circumstances we would expect non-member retailers to reconsider their position.
There are two ways to bring your complaint to The Retail Ombudsman;

1. By post – if you do not have access to the Internet you can telephone 0203 540 8063 and ask one of our team members to post a complaint form to you. Send your completed form to: The Retail Ombudsman, 12 Walker Avenue, Stratford Office Village, Wolverton Mill, Milton Keynes MK12 5TW

2. Online – if you have access to the Internet you can file your complaint via our online portal. To access this simply go to the home page of the website and click on ‘File your complaint‘. As soon as you have filed your complaint you will be taken to your own personal portal page. This page provides you with live information about your claim so that you can check the progress at any time of day.

Note: Upon submission of your complaint one of our complaint handlers will firstly determine whether your complaint falls within The Retail Ombudsman’s jurisdiction. If it does not we will not be able to deal with your complaint and we will notify you in writing, by no later than 21 days, of the reasons why.

Once accepted, your complaint will go through a 5-step procedure as shown below. You will be kept up-to-date with the progress of your complaint either via your personal online portal (if you have Internet access) or via post.

Once we have all of the relevant information and supporting documentation from yourself and the retailer/trader (which we call a 'complete complaint file'), your complaint handler will initially attempt to make a recommendation to resolve the dispute informally. If this proves unsuccessful we will issue a final determination. If you are not happy with the final determination you will be free to take your complaint to court.

We aim to process all complaints within 60 days from when we receive a complete complaint file.
Consumers are not bound by our recommendations or determination unless you agree to be bound. If you do not agree to be bound and you are unhappy with the outcome, you can still take your complaint elsewhere (such as to court).
It's vitally important that you complete the complaint form as thoroughly as possible. We need to know precisely what your complaint is and how it has arisen.

We base our determinations on the information and evidence provided to us. Where we have to decide on a matter of fact we do so on the balance of probabilities (that is which version of events is more likely to be accurate).

We therefore advise that both consumers and retailers provide as much supporting evidence as possible, such as:

- receipts
- photographs
- etc...

Mobile Phone Handsets and accessories (not tariff providers)

How to make a complaint about a mobile phone handset retailer

If you’ve had a dispute with a retailer who sold you a mobile phone handset or accessories and are looking to escalate the complaint for a swift resolution, The Retail Ombudsman is here to help you get your dispute resolved.

You may have a problem or dispute with the mobile phone handset you purchased or the service from the mobile phone retailer was unsatisfactory. If this is the case, and you have already complained with the retailer, you can use our ‘Mobile Phone handset’ complaint form to get your complaint process started.  The Retail Ombudsman can then respond to you as soon as possible with a resolution.

Before making a consumer complaint

Please note that to be eligible to make a consumer complaint against a mobile phone handset retailer, you must have already complained to that retailer directly in writing and either received a final written response (sometimes referred to as a ‘deadlock letter’)or given the mobile phone retailer eight (8) weeks to respond to your dispute. The Retail Ombudsman can only deal with unresolved complaints.

Which consumer complaints does the mobile phone handsets retail sector cover?

The mobile phone handsets retail sector covers consumer complaints against any mobile phone shops, mobile repair service shops etc. Below is a list of popular sources of complaints which The Retail Ombudsman handles within the mobile phone handsets retail sector:

  • Mobile phone shops
  • Independent mobile phone shops
  • Mobile phone repair shops
  • Mobile phone accessories

PLEASE NOTE: we cannot deal with complaints about airtime or mobile phone contracts.

Choose Another Sector