Complaints Code of Practice

1. What counts as a complaint

Any expression of dissatisfaction with our service, billing, support handling or staff conduct that requires a response. A complaint can be raised in writing through our support portal, by email to support@ariamobile.co.uk, or via our contact form.

2. Complaint stages and target timeframes

• Stage 1 (Initial): acknowledgement within 2 business days, proposed resolution as quickly as possible thereafter.
• Stage 2 (Escalation): outcome within 10 business days of escalation request.
• Stage 3 (Final position): a final written position within 8 weeks of the original complaint, or sooner if the case is closed earlier.

3. How we handle escalations

If you are not satisfied with the Stage 1 response, you may ask for the case to be escalated. Stage 2 is reviewed by a senior support reviewer who was not involved in Stage 1. Stage 3 is signed off by a senior member of the operations team.

4. Alternative Dispute Resolution

Where required by applicable law, A.R.I.A Mobile will participate in an Alternative Dispute Resolution (ADR) scheme approved by the relevant regulator. We will update this Code, and our public Complaints page, with the named ADR provider once arrangements are confirmed. This Code does not constitute confirmation of current membership of any ADR scheme.

5. Accessibility and additional support

We adapt complaint handling for customers who need additional assistance, including alternative communication methods, extended response timescales and identity-verification flexibility. See our Vulnerable Customer Policy and Accessibility Statement.

6. Record keeping

Complaint records — including correspondence, internal notes, timestamps and outcome — are retained for at least 12 months for operational purposes, and longer where required for legal, regulatory or evidential reasons.

7. Contact

support@ariamobile.co.uk · See /complaints for the customer-facing summary.