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3 refusing to accept cancellation of mobile BB

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Familiar story. Personally I'd pay them 1st of all (keep your credit file clean), then SAR them (including £10 fee via postal order) and asking for recordings or transcripts of all calls and notes on any computer systems including descriptions of any codes. Then follow their complaint procedure outlined in their "Code of practice"


Making a complaint:

We take any complaint you might make seriously and aim to respond to within five working days. If you have a concern, please contact Customer Services on 0843 373 3333 (calls charged at your national rate) or call 333 from your handset (free) and we’ll do our very best to resolve the matter to your satisfaction.



Taking a complaint further:


In the unlikely event that we don't fully resolve your complaint or haven't responded to you in 8 weeks, you can contact Otelo for help and advice. Otelo is the telecommunications ombudsman– that is to say, it's an independent body that's been approved by Ofcom to resolve disputes between customers and providers.

Otelo may refer the compliant back to us if we haven't been given sufficient opportunity to resolve the matter or the complaint falls outside of the body’s remit. If Otelo accepts a case for investigation, like all providers we agree to be bound by the decision it makes.

You can write, send an email or call Otelo.




PO Box 730




Email: [email protected]

Tel: 0845 050 1614


I'd personally also backup any complaint by writing to them at their registered address









In your letter include your full name and address, account number, and full details of your complaint, ask them to cancel your account as they should have and refund any extra money paid or send you a DEADLOCK letter so you can further the complaint to the courts or Otelo. If you still get no joy after that come back to this thread and we'll discuss the options :)

  • Haha 1

If in doubt, contact a qualified insured legal professional (or my wife... she knows EVERYTHING)


Or send a cheque or postal order payable to Reclaim the Right Ltd.


923 Finchley Road London NW11 7PE



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