Complaints Code of Practice

How to raise a complaint and how we'll resolve it

Last Updated: 21 August 2026

1. Our Commitment

Rebel Telecom Limited (company No: 16532607) is a company registered in England and Wales with its registered office at Vaughan Chambers, Vaughan Road, Harpenden, England, AL5 4EE, and is committed to providing excellent service. However, we understand that things can sometimes go wrong. This Complaints Code of Practice explains how you can raise a complaint and the steps we will take to resolve it, in line with Ofcom General Condition C4. This Complaints Code complies with Ofcom's requirements for communications providers.

This Complaints Code of Practice is available on our website at all times and can be provided free of charge upon request.

2. How to Make a Complaint

A complaint is any expression of dissatisfaction about our products, services, billing, customer service or the way we have handled a matter.

You can contact us about a complaint through any of the following channels:

When contacting us, please include your name, account details (if applicable), a description of the issue, and what outcome you are seeking. This helps us investigate and resolve your complaint more quickly.

3. What Happens Next

Once we receive your complaint, we will:

  • Acknowledge your complaint within 2 working days

  • We will provide a complaint reference number when acknowledging your complaint.

  • Assign a dedicated complaint handler to your case

  • Investigate the issue thoroughly

  • Keep you updated on progress at reasonable intervals

  • Aim to resolve your complaint within 10 working days

  • We will explain our final position in writing and advise you of any remaining escalation options.

4. Escalation

If you are not satisfied with our initial response, you can ask for your complaint to be escalated to a senior manager. We will review the case again and provide a further response within 5 working days of the escalation.

5. Deadlock and the 8-Week Rule

If we have not resolved your complaint within 8 weeks of receiving it, or if we have reached a position where we cannot resolve the matter to your satisfaction (a "deadlock"), we will issue you a deadlock letter. This letter confirms that you may refer your complaint to our Alternative Dispute Resolution (ADR) scheme.

6. Alternative Dispute Resolution (ADR)

Rebel Telecom is a member of an Ofcom-approved ADR scheme. If your complaint remains unresolved after 8 weeks, or upon receipt of a deadlock letter, you may refer your complaint free of charge to:

ADR Scheme: CISAS

Email: cisas@cedr.com

Phone: +44 (0)20 7520 3814

Post: CISAS, Centre for Effective Dispute Resolution, 100 St. Paul's Churchyard, London, EC4M 8BU

Website: https://www.cedr.com/consumer/cisas

The ADR scheme provides an independent and impartial review of your complaint at no cost to you. Their decision is binding on Rebel Telecom but not on you — you retain the right to take legal action if you disagree with the outcome.

7. Complaints About Billing

If your complaint relates to a bill or charge, we will not suspend your service or take collection action on the disputed amount while the complaint is being investigated. You should continue to pay any undisputed charges.

8. Vulnerable Customers

We recognise that some customers may be in vulnerable circumstances. If you or someone you are acting on behalf of has specific needs (such as age, disability, mental health, other health conditions, financial hardship, life events, digital exclusion), please let us know so we can ensure appropriate support throughout the complaints process. This Complaints Code is available in alternative formats upon request.

9. Recording and Learning

We record all complaints and use the information to identify trends and improve our services. We maintain records of complaints and comply with applicable regulatory reporting requirements. Records are retained in accordance with our Privacy Policy and applicable data protection laws.

10. Contact Ofcom

While Ofcom does not handle individual complaints, you can contact them for advice or to report concerns about our service:

11. Changes to The Complaints Code of Practice

We may update the Complaints Code of Pracrice from time to time. We will notify you of any changes by posting the new Complaints Code of Pracrice on this page and updating the "Last Updated" date.