Aritel Limited T/A We Voice is committed to delivering reliable, transparent and fair telecommunications services to all customers. However, we recognise that, on occasion, you may feel we have fallen short of expectations. This Complaints Procedure sets out how you can raise a concern, how we will manage your complaint, and what escalation routes are available if you are dissatisfied with the outcome.
This procedure complies with Ofcom requirements, Alternative Dispute Resolution (ADR) standards, and UK consumer protections.
This procedure applies to complaints related to:
This document explains:
This procedure applies to all We Voice customers, including those using mobile, broadband, voice, and related services supplied through our network partners and suppliers.
A complaint is any expression of dissatisfaction regarding a product, service, or action taken by We Voice, where a customer explicitly or implicitly expects a response or resolution. This includes issues relating to:
If you contact us to request information, make a service change, or report a fault without expressing dissatisfaction, it will be treated as a standard support request rather than a complaint.
Customers may submit complaints using any of the following channels:
Please include your account name, telephone number(s), a clear description of the issue, and any relevant dates, screenshots, or evidence (if applicable) at:hello@wevoice.co.uk
Call our customer support team on:0331 630 2485 (Mon–Fri, 9:00 am–6:30 pm)
Write to our Complaints Department at the following official address: Office 2410, 182-184 High St, N, London E6 2JA, United Kingdom.
Customers may also raise issues through the contact form at:wevoice.co.uk/contact_us
Complaints submitted via your Account Manager will follow the same structured process. When making a complaint, please provide:
We will acknowledge your complaint within 48 hours. You will receive a unique reference number for future correspondence.
A trained member of our team will review the complaint, gather information from internal systems, and, where relevant, our suppliers (O2, Vodafone, and other licensed carriers) for network-related matters. During this period, we may contact you for clarification.
A dedicated complaints handler will review:
The standard resolution time is up to 10 working days. Complex cases (e.g., billing disputes, roaming investigation, porting delays) may be extended for a maximum of 30 working days. If so, we will inform you of the revised timelines and provide updates throughout.
We will provide:
If you feel your complaint has not been resolved satisfactorily, you may request an internal escalation.
Your case will be reviewed independently by a senior member of the support team.
If you remain unhappy, your case will be escalated to our Customer Relations Manager for final internal review.
If the proposed resolution is not satisfactory, customers may request:
If you are not satisfied with the outcome, the complaint will be reviewed by a Senior Case Manager or a member of Management. We Voice will issue an escalated response within 28 working days.
You may refer the matter to our Alternative Dispute Resolution (ADR) provider if:
Website:ombudsman-services.org
Phone:0330 440 1614
We Voice is a member of an independent ADR scheme, which offers free, impartial dispute resolution for consumers. The Ombudsman is an independent and accessible resource available to consumers at no cost.
Some services, including mobile connectivity, roaming, porting and SIM provisioning, are delivered using third-party networks and wholesale suppliers. While We Voice manages the contractual relationship with you, certain technical investigations may require collaboration with network partners. We Voice remains responsible for managing your complaint throughout and will ensure updates are provided promptly as information becomes available.
We Voice is committed to supporting customers who may be vulnerable due to age, health, disability, language barriers or financial hardship. If you consider yourself vulnerable, please inform us when raising a complaint so we can:
Customers may notify us of a vulnerability at any time.
We Voice reserves the right to manage communications appropriately where customers behave in a threatening, abusive, or obstructive manner. We may:
This does not affect your right to escalate a complaint.
We Voice retains complaint records for a minimum of six years, in accordance with regulatory and data protection obligations.
All complaints are handled in accordance with UK GDPR and our Privacy Policy. Only authorised personnel have access to complaint files, and information will not be shared outside We Voice or our suppliers except where legally required.
We Voice monitors complaint trends to improve service delivery, update internal processes, and prevent recurrence of issues. Feedback from customers, including escalated or disputed complaints, forms part of our quality assurance and training framework.