Our Commitment

At Meaningful Planet, we are committed to providing reliable mobile connectivity and an exceptional service experience. If something has not gone as expected, we want to hear about it. Your feedback helps us improve, and we take every complaint seriously.

This complaints procedure applies to all Meaningful Planet customers, whether you are an individual, a sole trader, or a business of any size.

How to Make a Complaint

Step 1 – Contact us

Please contact our support team with details of your complaint:

• Email: [email protected]
• Web Chat: https://www.meaningfulplanet.co.uk

Please include your name, account reference or mobile number, a description of the issue, and the outcome you are seeking. Business customers with a named account manager may also raise complaints directly with them.

Step 2 – Acknowledgment

We will acknowledge your complaint within 2 working days of receipt and provide you with a complaint reference number and the name of the person handling your case.

Step 3 – Investigation and resolution

We will investigate your complaint thoroughly and aim to resolve it within 14 days. If it is likely to take longer, we will let you know the reason for the delay and provide regular updates until the matter is resolved. We aim to resolve all complaints within 28 days.

Escalation

If you are not satisfied with our initial response, you may ask for your complaint to be escalated. Escalated complaints are reviewed by a senior manager, and we will provide a final response within 14 days of escalation.

If we cannot resolve your complaint to your satisfaction, or if we have reached a deadlock, we will issue you with a deadlock letter confirming that our internal process is complete. The deadlock letter will explain your right to refer the complaint to an Alternative Dispute Resolution (ADR) provider

Other Useful Contacts

Ofcom

Ofcom is the UK's communications regulator. While Ofcom does not resolve individual complaints, they use complaint data to monitor providers and may take enforcement action where appropriate.

Website: https://www.ofcom.org.uk/make-a-complaint

Citizens Advice

Citizens Advice provides free, confidential, and impartial guidance on your rights as a customer.

Website: https://www.citizensadvice.org.uk

Phone: 0808 223 1133

How We Use Complaint Information

We record all complaints and use this information to identify trends, improve our services, and report to Ofcom as required. Complaint data is handled in accordance with our Privacy Policy, available at https://www.meaningfulplanet.co.uk.

Contact Us

Meaningful Planet Ltd

Building 41, Newport Road, Cowes, Isle of Wight, PO31 8BX

Email: [email protected]

Website: https://www.meaningfulplanet.co.uk

Updated on: 25/03/2026