Complaints Procedure

Last updated: March 2026 • Reviewed by Compare The Networks

Compare The Networks (a trading name of Xtra Phones UK Ltd) is committed to providing an excellent service to all of our customers. However, we understand that sometimes things can go wrong. If you are unhappy with any aspect of our service, we want to hear about it so we can put it right.

How to Make a Complaint

You can contact us about your complaint in the following ways:

• Email: complaints@comparethenetworks.com
• Phone: Call us and ask to speak to a manager
• Post: Xtra Phones UK Ltd, Suite 2 Haughmond View, Shrewsbury Business Park, Shrewsbury, SY2 6LG
• Online: Use our contact form and select “Complaint” as the subject

What Happens Next

1. Acknowledgement — We will acknowledge your complaint within 2 working days
2. Investigation — A manager will investigate your complaint and aim to resolve it within 5 working days
3. Response — We will provide a full written response outlining our findings and any actions we will take
4. Resolution — If you are happy with our response, we will close the complaint and implement any agreed actions

If You Are Not Satisfied

If you are not satisfied with our response, you can escalate your complaint:

• Ask for a senior review — Request that a senior manager reviews your complaint
• OFCOM — As an OFCOM-regulated business, you can contact OFCOM if you believe we have not met our regulatory obligations. Visit ofcom.org.uk
• Alternative Dispute Resolution (ADR) — If your complaint remains unresolved after 8 weeks, you may be able to refer it to an approved ADR scheme

Our Commitment

We take all complaints seriously and use them to improve our service. Our complaints handling process follows OFCOM guidelines and we aim to resolve all issues as quickly and fairly as possible.