Terms & Conditions - UK

If you have a dispute under this Agreement, please notify us in writing by emailing support@yellowcom.co.uk with the subject line ‘Complaint’. We will initially attempt to resolve the issue through negotiations between senior executives who have the authority to settle disputes.

If we can’t resolve the dispute through these discussions, either party may refer the issue to Ofcom.

Yellowcom is a member of the Communications Ombudsman. The maximum award for claims heard through the Communications Ombudsman is £10,000. If your dispute is suitable for this process, please follow the steps outlined on the Communications Ombudsman website: Communications Ombudsman.

If your claim is unsuccessful, whether through the Communications Ombudsman, Ofcom, or another avenue, Yellowcom reserves the right to recover all associated costs, including any Ofcom charges for reviewing the complaint.

Other ways of resolving your complaint

You can email us at support@yellowcom.co.uk or write to us at:

Customer Service Manager
Yellowcom Limited
Clydesdale House
Glasgow Business Park
G69 6GA

We will acknowledge receipt of your complaint within 5 working days and will start our investigation. We may need to contact you by phone or email to request additional information or to update you on our progress.

Our complaints process is as follows:

1. Acknowledgment — We will acknowledge receipt of your complaint within 5 working days.
2. Investigation — We will investigate your complaint and gather any necessary information.
3. Progress updates — We will keep you informed of our progress throughout the investigation.
4. Resolution — Our aim is to resolve your complaint as quickly as possible. If we are unable to resolve it immediately, we will continue working to resolve it and aim to do so within 8 weeks of receiving your complaint.

If we are unable to resolve your complaint within 8 weeks, you have the right to take your complaint to the appropriate Ombudsman service, as detailed below.

Ombudsman Services

If we can’t resolve your complaint within 8 weeks, you may choose to escalate your complaint to the Ombudsman. Ombudsman Services independently handles disputes between communications companies and consumers, and this service is free to you.

Complaints – Communications

Communications Ombudsman
Communications Ombudsman – Part of Trust Alliance Group
3300 Daresbury Park, Daresbury, Warrington, WA4 4HS

Phone: 0330 440 1614 (standard call charges apply)
Fax: 0330 440 1615
Email: osenquiries@os-communications.org
Website: https://www.ombudsman-services.org

Complaints – Finance

Customer Service Manager
Yellowcom Limited
Clydesdale House
Glasgow Business Park
G69 6GA

Phone: 03330 156 651
Email: support@yellowcom.co.uk 

If your complaint relates to one of our finance partners or funders, we will forward your complaint to them promptly and in accordance with regulatory requirements. We will also keep you updated on this process. If applicable, you may also escalate your complaint to the Financial Ombudsman Service, as outlined below.

Financial Ombudsman Service
Exchange Tower
London, E14 9SR

Telephone: 0800 023 4567 or 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk