Contacting Ofcom

Spare_a_Dime

Do you have a contact email for Ofcom in relation to mobile phones? They don't seem to provide one.
My mobile provider doesn't respond when I contact them, and the two mobile regulation schemes Ofcom list don't respond to communications. The mobile service is not listed on Ofcom's mobile section.

pmduk

Ofcom don't deal with individual complaints. You need to make a formal complaint to your mobile provider, then after 8 weeks, or earlier if they agree you've reached deadlock, you can escalate it to the ADR (alternative dispute resolution scheme), that the mobile provider subscribes to (either CISAS or OS:C). The Ofcom website has a list of which scheme applies to which company, It isnt an instant response I'm afraid.

Spare_a_Dime

My mobile provider don't respond and their name isn't on the Outcome list.
I've emailed both schemes for help and they don't respond, I've been disconnected for a month.
What do you do under these circumstances? Complain to Ofcom about the schemes? Complain to someone else about Ofcom? Who do you go to?
How do you complain to Ofcom?

PHK

Who is your mobile provider?

When did you complain to the ADR? (Because of Vivid, ombudsman schemes are taking much longer. The FOS for example is taking up to 5 months to even allocate a complaint)

Spare_a_Dime

It was White Mobile.
I haven't formally complained because I don't know which one to complaint to; they don't respond to advise me what to do.
A complaint about the service provided by a mobile company is one thing and could wait to be dealt with appropriately, but a disconnection without just cause should be mean an urgent intervention. The loss of service for a month with the consequences of this makes it near on an emergency; five months is inconceivable. The question is what can I do?

d123

The ombudsman is CISAS.

You may request that disputes between you and us are referred to arbitration (CISAS) under our Code of Practice for Complaints (www.WhiteMobile.co.uk/contact-us). We will supply a copy of our Code of Practice for Complaints to you on request.

14.12. The operation of these terms and conditions shall be interpreted in accordance with the Laws of Jersey and you submit to the exclusive jurisdiction of the Jersey Courts in relation to any dispute arising out of these terms and conditions or the Services.

https://whitemobile.com/pages/white-mobile-terms

PHK

They may be regulated by CICRA if they are based in Jersey.

Spare_a_Dime

I'll take it as CISAS then.
You did well to ferret that out. The Whitemobile website is practically inactive, the link quoted in 14.11 is dead.
CISAS should have provided this information when I asked them. God knows how they will perform in an adjudication.

d123

Spare_a_Dime said:

I'll take it as CISAS then.
You did well to ferret that out. The Whitemobile website is practically inactive, the link quoted in 14.11 is dead.
CISAS should have provided this information when I asked them. God knows how they will perform in an adjudication.

Maybe quote them as being called Globecom Services Limited as well as White Mobile, that seems to be the name used in the terms as well.

edit

I've had another dig around their site and found a few more details if any are of use.

Call us on 500 from your White Mobile or 0330 001 1384 from another phone.

QUESTIONS AND CONTACT INFORMATION

If you would like to: access, correct, amend or delete any personal information we have about you, register a complaint, or simply want more information contact our Privacy Compliance Officer at info@whitemobile.com or by mail at 

White Mobile 
Attention of Privacy Compliance Team 
20 St Dunstans Hill London GB EC3R 8HL