A.R.I.A MOBILEConnectivity Without Limits
Customer support

How to make a complaint

We aim to resolve every issue quickly and fairly. If something goes wrong, here is exactly what to do and what to expect from us.

Step 1

Choose a channel

Support portal

Open a ticket from your account. Fastest route — your order details auto-attach.

Open support

Email

Write to us with your order reference if you have one.

support@ariamobile.co.uk

Contact form

If you don't have an account, use our public contact form.

Open contact form
What happens next

Our complaint stages

  1. Stage 1

    Initial complaint received

    Target: Acknowledgement within 2 business days

    A support agent reviews your complaint, gathers any technical evidence and replies with a proposed resolution.

  2. Stage 2

    Internal escalation

    Target: Outcome within 10 business days

    If you are not satisfied with the Stage 1 response, your case is escalated to a senior reviewer for an independent look at the facts and any service records.

  3. Stage 3

    Final A.R.I.A Mobile position

    Target: Final position within 8 weeks

    A senior member of the team issues our final written position on the complaint. This letter sets out the outcome and your remaining options.

Independent review

Alternative Dispute Resolution (ADR)

Where required by law, A.R.I.A Mobile will participate in an Alternative Dispute Resolution scheme approved by the relevant regulator. ADR provides an independent route to review a complaint we have not been able to resolve to your satisfaction within 8 weeks, or once we have issued a final position.

We are reviewing the appropriate ADR arrangements for our service and will update this page as soon as a scheme has been confirmed. In the meantime, please contact us first so we can attempt to resolve your complaint directly.

Nothing on this page should be read as confirming current membership of, or referral rights to, any specific ADR scheme.

Accessibility

Help with making a complaint

We support customers who need additional assistance.

If you have a disability, are recovering from illness or bereavement, are in financial hardship, are not a first-language English speaker, or otherwise need extra support, we will adapt how we handle your complaint — including alternative communication methods, extended response times and additional identity verification support.

See our Vulnerable Customer Policy and Accessibility Statement.

This page summarises our process. The full procedure, definitions and record-keeping commitments are in our Complaints Code of Practice.