Asda Mobile Code of Practice for Complaints Handling

If you need to raise an issue about Asda, please see details on the Asda Customer Help website.

How We Will Handle Your Complaint

We are sorry that you wish to make a complaint. Please read carefully the Asda Mobile Code of Practice for Complaints Handling as set out below to ensure you are clear on what happens when you send in a complaint to us.

  1. We take customer complaints very seriously and always try to resolve complaints in a timely manner. To make a complaint, you can either complete the form below or write to us detailing the full extent of why you are dissatisfied with the Asda Mobile service.
  2. We will acknowledge your complaint within 14 days. A member of the Asda service team will review the full detail of why you are dissatisfied with the Asda Mobile service.
  3. We may involve third party service providers to assist us in resolving your complaint, this may involve us passing details of your complaint to them.
  4. We aim to resolve all complaints within 8 weeks from receipt.
  5. We will provide an initial response to your complaint within 30 days via email or post, depending upon how you contacted us in the first instance. If you are not satisfied with our response, you can ask us to reconsider your complaint and we will escalate the matter to a team manager.

Contact Details

To help us deal with your complaint, please provide us with: details of the issue giving rise to your complaint; and any contact you have had with Asda so far.

  1. If you would like to write to us, please contact us at:

    Asda Stores Ltd.
    Asda Mobile Contact Centre
    Asda House
    Great Wilson Street
    Leeds
    LS11 5AD

  2. If you would like to make a complaint online, please fill in the form below:

  3. If you would like to make a complaint about Asda Mobile over the phone please call us free from a landline 0800 952 0393.

Ombudsman Services

If we are unable to resolve your complaint within 8 weeks, we will notify you of this and details of our Ofcom approved ombudsman to whom you can refer the complaint. Details of which are set out below:

Asda Mobile is a member of the Ombudsman Services who can be contacted after 8 weeks of us receiving your complaint. The Ombudsman Service is independent and is free to use:

Ombudsman Services: Communications
PO Box 730
Warrington
WA4 6WU
Telephone: 0330 440 1600

http://www.ombudsman-services.org/communications