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What do I do if I have a complaint?

Our Complaints Process

At Meaningful Planet we're committed to providing exceptional services and products that exceed your expectations, and help make a meaningful difference to the future of our planet. However, we understand that sometimes things may not go as planned. If you're not completely satisfied with any aspect of our service, we want to hear about it. Your feedback is invaluable for improving our services and ensuring we meet your expectations.

How to Make a Complaint

Step 1: Contact Us
Please reach out to our Customer Service team with your complaint by emailing
Provide as much detail as possible, including your account number, the nature of your complaint, and any specific outcomes you're seeking.

Step 2: Acknowledgement
We aim to acknowledge your complaint within 72 working hours of receipt, providing you with a complaint reference number and the name of the team member handling your case.

Step 3: Resolution
Our goal is to resolve complaints as quickly as possible. We will thoroughly investigate your complaint and aim to resolve it within 28 days. If it takes longer, we will keep you informed of our progress.


If you're not satisfied with the initial resolution, you can request to escalate the complaint. It will then be reviewed by a senior manager, and we will provide a final response within 14 days of escalation.

External Resolution

Should you remain dissatisfied with our final response, or if 12 weeks have passed since making your complaint, you may refer your complaint to an external body for resolution.

Ombudsman Services:
The Communications and Internet Services Adjudication Scheme (CISAS) is an independent adjudication service. They try to sort out disputes between consumers and communications providers and offer a free, independent service for resolving disputes.

International Dispute Resolution Centre
70 Fleet Street, London, EC4Y 1EU, United Kingdom
Tel: 020 7520 3827
Fax: 020 7520 3829

[Citizens Advice Bureau](
The Citizens Advice Bureau Provides free, confidential, and impartial advice on consumer rights.

Meaningful Planet is committed to resolving any and all complaints fairly and promptly.

Updated on: 19/02/2024

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