Customer Complaints Code
Making a complaint
At Asda Mobile, providing the best customer service is our top priority. We want you to have a positive experience with us, but if anything is wrong, you can get in touch so we can try to resolve the issue as quickly as possible.
We want you to have a positive experience with us, so if anything is wrong, you can get in touch and we will try to resolve the issue as quickly as possible.
How to make a complaint
Call us
You can call us on 2732 from your Asda Mobile phone, or 0808 006 2732 from another phone (free of charge).
Email us
Send us details of your complaint to asda.mobile@help.vodafone.co.uk. Please include your full name and your Asda Mobile phone number.
Write to us
Asda Mobile Complaint Review Service,
Asda House Executive Complaints Team,
Asda House,
Great Wilson Street,
Leeds,
LS11 5AD
In your letter, please include:
- Your contact details for us to respond
- Your Asda Mobile number
- Details of the complaint
Making a complaint on someone's behalf
If someone else is making the complaint for you, we’ll need to just check with you first to ensure you grant permission for them to speak on your behalf.
Asda Mobile Complaint Review Process
Our goal is to investigate your complaint and resolve it as quickly as possible.
- Once we receive your complaint, we’ll confirm receipt and advise how long it may take for us to resolve. Timescales may vary depending on the nature of the complaint.
- Simple issues may be resolved right away, whilst more complex cases may take longer. We will stay in touch with you until we reach a resolution.
- We’ll be in touch once your complaint has been addressed. If you are dissatisfied with the outcome, you have 28 days to let us know. After that, we’ll consider the complaint satisfactorily resolved.
- If you are unhappy with how your complaint is being handled at any point, you can contact the Asda Mobile Complaint Service outlined above to have your complaint investigated. They will aim to respond within 10 working days, but in some cases, this could take up to 8 weeks.
Alternative Dispute Resolution
If you have not had a response within 6 weeks or you’re not happy with the outcome, you can request an independent review from the CISAS. CISAS is an Ofcom-approved dispute resolution scheme for the communications sector, operated by Centre for Effective Dispute Resolution (CEDR). You can contact them by:
- Phone - +44 (0)20 7536 6000
- Online - www.cedr.com/consumer
They are open Monday to Friday 9am to 5pm.
The government regulator of mobile operators may approve other similar Ombudsmen and if we choose to use these instead of CISAS we shall let you know. Please note that CISAS won't consider your complaint until you have followed the Asda complaints procedure as detailed here.
