How to Complain to Your Mobile Phone Provider

Mobile phone companies are notoriously hard to get hold off at the best of times, despite being the ones that actually provide you with the means to communicate to others.

It is also the case that mobile coverage providers are hard to talk to when you want to switch to another provider. Most mobile phone users switch provider once every few years depending on what phone they want, but many switch provider on a regular basis to make sure they are receiving the best deals.

Below is a quick guide on how you can go about switching your provider and making sure that you get the best deal you can.

How to choose a deal

First, do your homework and work out your caller profile to find the best tariff for you. Do you use your phone mostly off-peak or during peak times? Which network do you phone the most?

Also, how often do you pick up messages from voicemail and how many text messages do you send every month? Competition among providers is fierce, with free handsets and free text message packages among the enticements.

Many of the offers of free minutes or text messages last only for an introductory period, so make sure you're happy to be tied in for the rest of the year.

Several comparison websites can help show you the best deals. The quality of advice varies as the mobile phone market is so complex.

If you’re interested in purchasing a mobile phone for your business, you should look at great phone deals from Just Business Mobiles.

The switching process

Once you have decided which network you want, go to your existing provider and tell it you want to switch.

It will need to give you a Port Authorisation Code (Pac), which has to be given to your new provider. This is valid for 30 days.

Your new provider should give you a new Sim card and phone if this is part of the deal. This should all take about five working days under rules set down by the telephone watchdog Ofcom.

Of course, it is easier to stay with your existing provider and move to one of its other tariffs. Some companies allow you to switch deals while you are still tied to a contract.

The most common error is buying a package which offers hundreds of free minutes during off-peak times when most calls are actually made during peak times.

If I’m not satisfied with the service I am getting, how do I complain?

If you feel let down by the service, first complain to the office of the mobile phone company. Follow the firm's complaints procedure - you can ask for a copy or it may be printed on the back of a phone bill.

If you are not satisfied with the response - you could try an arbitration scheme run by the Chartered Institute of Arbitrators. Only some of the companies are members. The scheme is called the Communicators and Internet Services Adjudication Scheme (CISAS). Call 020 7421 7444 for further information.

If you are still not happy, you should contact the industry regulator, Ofcom.