How to make a complaint

If you're unhappy with how we've handled your account or treated you, we want to know. We take all complaints seriously and will investigate promptly.

How to complain

You can raise a complaint:

Online: through your account portal — choose "Raise a complaint"

Email: resolution@1310.io

Letter: Customer Resolution Team, 1310 Limited

Please tell us: what happened, when it happened, and what you'd like us to do to put it right.

What happens next

1. We'll acknowledge your complaint within 5 business days 2. We'll investigate and aim to resolve it within 8 weeks 3. You'll receive a written final response explaining our findings and any action we've taken

If you're not satisfied

If you've received our final response and remain unhappy, or if 8 weeks have passed without resolution, you can ask the Communications Ombudsman to review your complaint independently, free of charge.

🌐 ombudsman-services.org/sectors/communications 📞 0330 440 1614

Collection activity while your complaint is open

We will pause collection activity on any amount you're disputing while your complaint is being investigated.