Complaints Code of Conduct
jolli is committed to delivering excellent service. However, despite our best efforts, things can go wrong. We take customer complaints very seriously and aim to resolve them quickly and efficiently.
1. How to contact us
If you have an issue, please contact our Help Team via live chat in the jolli app or email at help@jollimobile.com.
You can also raise a formal complaint:
- By Email: complaints@jollimobile.com
- By Letter: Customer Complaints, jollimobile, 3rd Floor, 86-90 Paul Street, London, EC2A 4NE
2. Our Process
We will acknowledge receipt of your complaint and advise how and when we will next respond. We normally aim to resolve complaints within 10 working days.
3. Escalation
If you are not happy with progress, you can ask to escalate the matter to the Complaint Escalations Team.
4. Alternative Dispute Resolution (ADR)
If it has been more than 8 weeks since you first complained, or if we have reached a "deadlock", you may ask for help from the Ombudsman:
Ombudsman Services & Communications
T: 0330 440 1614
W: www.ombudsman-services.org
