Complaints

Last updated: 14 October 2026

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This is our Complaints Code. It explains how anyone can raise a complaint or concern with Rewild Mobile, how we will handle it, and what you can do if you are not happy with our answer. We want to hear when something goes wrong, so we can put it right and do better.

1. Who can complain

1.1 Anyone affected by what we do can use this procedure. That includes:

  • customers and people who use a Rewild SIM or eSIM
  • people who work with us, including contractors
  • suppliers and business partners
  • our rewilding partners and the communities around them
  • members of the public

1.2 You can complain on your own behalf, or someone you trust can complain for you with your permission.

2. What you can complain about

2.1 We accept complaints about anything we do, or fail to do, that affects you. For example: our service, coverage, billing or charges, number transfers, how we have treated you, how we work with suppliers or partners, how we use our rewilding funding, or anything you feel goes against our purpose or our values.

2.2 Some things may be better handled another way. For example, a simple question about your plan will usually be sorted straight away by our support team. If we decide something is not a complaint under this procedure, we will tell you why and point you to the right place (see section 6).

3. How to complain

3.1 You can contact us in whichever way suits you:

  • Live chat or WhatsApp, via our support page
  • Email: [email protected]
  • Through your Rewild account
  • By post: Complaints, Rewild Communications Ltd, 167 to 169 Great Portland Street, 5th Floor, London, W1W 5PF

3.2 Please tell us your name, how to contact you, your account or phone number if you are a customer, what went wrong, and what you would like us to do to put it right. If you need any extra help to make a complaint, for example because of a disability or because English is not your first language, just let us know and we will make reasonable adjustments.

3.3 You can also raise a concern in confidence. If you are a contractor, supplier or partner and do not feel comfortable raising it with your usual contact, you can write directly to our directors at the email address above, marked “Confidential: for the directors”.

3.4 Making a complaint is free.

4. What happens next

4.1 Acknowledgement: we will confirm we have received your complaint within 2 working days, and tell you who is looking after it.

4.2 Investigation: we will look into what happened, check our records, and contact you if we need more information.

4.3 Our response: we aim to resolve most complaints within 10 working days. If it will take longer, we will tell you why and give you a new date.

4.4 Keeping you updated: while your complaint is open, we will update you at least every 10 working days and explain each step we are taking.

4.5 Resolution: when we have reached an outcome, we will write to you explaining what we found, what we will do to put things right, and confirming that your complaint is resolved. Depending on what happened, putting it right could include an apology, correcting a mistake, a refund, a credit or compensation, or a change to how we work.

4.6 Not happy with our answer: you can ask for your complaint to be reviewed by one of our directors, who was not involved in the original decision. We will give you their decision in writing.

5. Taking your complaint further (customers)

5.1 If you are a customer and we have not resolved your complaint within 8 weeks, or if we send you a letter saying we cannot reach agreement (a “deadlock letter”), you can take your complaint to our independent alternative dispute resolution (ADR) scheme, CISAS (the Communications and Internet Services Adjudication Scheme).

5.2 CISAS is free for you to use and is independent of Rewild. You can find out more at www.cisas.org.uk. Using CISAS does not affect your right to take legal action.

5.3 If you are not a customer and you are still unhappy after a director review, we will explain any other options that may be open to you.

6. If we do not accept your complaint

6.1 If we decide that an issue is not a complaint we can deal with under this procedure, we will tell you in writing, explain why, and where possible point you to someone who can help.

7. No unfair treatment for speaking up

7.1 You will never be treated unfairly because you made a complaint or raised a concern in good faith. That means:

  • customers will not have their service, prices or account affected because they complained
  • contractors will not lose work, pay or opportunities because they raised a concern
  • suppliers and partners will not be penalised for raising an issue with us

7.2 We keep complaints confidential and only share details with the people who need them to resolve the issue. Anyone who raises a concern can ask for it to be handled by a director rather than their usual contact.

7.3 Any form of retaliation against someone who has complained is treated as a serious matter and will be investigated by our directors.

8. How we track and learn from complaints

8.1 Every complaint is logged with the date received, a named person responsible for resolving it, the steps taken and the outcome. Our directors review complaints at least every quarter to spot patterns and make improvements.

8.2 You can ask us for a copy of this Complaints Code in another format at any time.