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Complaints Policy 

Complaints Policy  

If we have not resolved an issue as you would have expected, RWG Mobile has the following formal procedure for the handling of complaints. 
 
OUR COMMITMENT TO YOU 
 
In the unlikely event that you have a problem with the RWG Mobile service, please complete our online form or email your complaint to support@rwgmobile.wales. We will always aim to resolve your issue quickly and efficiently. 
 
HOW YOU CAN COMPLAIN 
 
Here are the ways you can complain to us: 
 
Online 
 
Go to www.rwgmobile.wales/contact-us and fill in the form provided. 
 
Make sure you include your RWG Mobile number and the nature of your complaint. 
 
By email 
 
Send your complaint to support@rwgmobile.wales. 
 
Make sure you include your RWG Mobile number and the nature of your complaint. 
 
By post 
 
Please send a letter to the address below. Make sure you include your RWG Mobile number and the nature of your complaint: 
 
Customer Service Manager 
RWG Mobile 
Merlin House, Langstone Park 
Newport 
NP18 2HJ 
 
Complaint Handling Process 
 
We will acknowledge receipt of the complaint immediately with a ticket reference number for tracking purposes. 
 
Our customer service team will investigate the complaint thoroughly, which may involve reviewing records, speaking to relevant departments, and gathering necessary information. 
 
We aim to resolve complaints within 8 weeks. If further investigation is required, we will keep the customer informed of the progress and estimated resolution time. If a complaint isnt' resolved within 8 weeks, we are obliged to signpost our customers to an Alternative Dispute Resolution scheme (see below). 
 
If the customer is unsatisfied with the resolution, they may escalate the complaint to a senior manager or request an independent review. Details on how to escalate will be provided upon request. At the point of deadlock with the customer, we will provide details of the Alternative Dispute Resolution scheme. 
 
Alternative Dispute Resolution 
If the complaint remains unresolved, customers may contact Communication Ombudsman of which RWG Mobile is a member. Details of these external bodies will be provided upon request or after 8 weeks since the original complaint has been logged or once Deadlock has been reached with the customer. 
 
Continuous Improvement 
We review complaints regularly to identify trends and improve our services. Feedback from customers helps us enhance our processes and service quality. 
 
Policy Review 
This policy will be reviewed periodically to ensure it remains effective and up to date with industry standards and regulatory requirements. 
 
Effective Date: March 2025 
Last Reviewed: March 2025