Customer Complaints Code

We want to get things right. If something goes wrong, we want to hear about it and put it right quickly. This code explains how to complain, how we'll handle it, and what to do if you're not happy with the outcome. It applies to all Kindly Mobile customers — personal, business and charity.

How to complain

You can contact us by email at hello@kindlymobile.co.uk, by post at Kindly Mobile Ltd, Unit 3, Bencham Street, Boldon Colliery, NE35 9LN. Tell us what has happened, what you'd like us to do to put it right, and how best to reach you.

What happens next

We'll acknowledge your complaint within one working day. We aim to resolve most complaints within five working days. If we need longer, we'll tell you why and keep you updated.

If you're not happy with our response

Ask us to escalate it. A different member of our team will review your complaint and respond within ten working days.

Taking it further

If we can't resolve your complaint, or six weeks have passed since you first raised it, you can take it to an independent alternative dispute resolution scheme. The service is free to you.

We are a member of [ADR SCHEME NAME — NOT YET DECIDED].
[ADR SCHEME CONTACT DETAILS AND WEBSITE]

We may also send you a deadlock letter before six weeks if we can't take your complaint any further. You can go to the scheme as soon as you receive one.

Accessible formats

If you need this code in large print, Braille or another format, contact us and we'll provide it free of charge. If you'd find it easier to complain by phone or need support to do so, tell us and we'll help.

Extra support

If you have a disability, or your circumstances make things harder right now, tell us and we'll adjust how we handle your complaint.

Last updated: 14 September 2026