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Complaints code of practice

Last updated: 23 September 2026

We want every call to connect and every bill to be right. When something goes wrong, we want to hear about it so we can fix it. This code explains how to complain, what we will do, and what you can do if you are still not happy. Complaining is free.

1. How to complain

  • Phone: 0333 370 7333, Monday to Friday, 9:00 to 17:30 (UK time, excluding bank holidays). Calls to 0333 numbers cost the same as calls to 01 and 02 numbers and are usually included in your inclusive minutes.
  • Email: support@planetnumbers.co.uk
  • Post: Complaints, Planet Numbers, Planet Telecom Ltd, 23 Hinton Road, Bournemouth, BH1 2EF

To help us sort it out quickly, please tell us your name, the phone number you registered or called from, the date and time of the call and the number you dialled (if the complaint is about a call), and what you would like us to do.

If you need help making a complaint, for example because of a disability, tell us and we will make reasonable adjustments, such as a call back or correspondence in large print. You can also ask someone to complain on your behalf with your permission.

2. What we will do

  • We aim to resolve most complaints on the spot or within 2 working days.
  • If we cannot, we will acknowledge your complaint within 2 working days, tell you who is dealing with it, and give you a reference.
  • We will keep you updated and aim to give you our final response within 10 working days.
  • If we find we got something wrong, we will put it right, for example by refunding or crediting incorrect charges.

3. If you are not happy with our response

Ask for your complaint to be passed to a manager. A senior member of staff will review it and reply to you in writing.

4. Independent dispute resolution (free)

If your complaint is not resolved within 6 weeks of first raising it, or if we write to you to say we cannot agree (a “deadlock letter”), you can take it to our independent alternative dispute resolution (ADR) scheme. This service is free for you, and its decision is binding on us if you accept it.

Communications Ombudsman
Online: commsombudsman.org/raise-dispute
Phone: 0330 440 1614 (Monday to Friday, 8am to 6pm)
Email: enquiry@commsombudsman.org
Post: Communications Ombudsman, P.O. Box 730, Warrington, WA4 6WU

You can use the ADR scheme up to 12 months after the date we first received your complaint.

5. Keeping records

We keep a record of every complaint and how it was resolved for at least 12 months, and we use them to improve our service.

6. Getting a copy of this code

This code is free. Ask us and we will email or post you a copy, or send it in large print.