# Complaints Code of Practice
Last updated: 21 November 2025
We are committed to providing a high-quality service. If you are unhappy with any aspect of our services, this Complaints Code of Practice explains how to raise a complaint and how we will handle it.
This code is published in accordance with Ofcom requirements and applies to all customers of The Very Good Telephone Company Limited (VGTELCO and SimToRoam).
## 1. How to contact us
If you wish to make a complaint, please contact us:
– Email: admin@vgtelco.com
Please include your name, contact details, account or order number (if applicable), and a clear description of your complaint.
## 2. Our complaints process
1. **Acknowledgement** – We will acknowledge your complaint as soon as reasonably possible.
2. **Investigation** – We will investigate your complaint fairly and promptly, which may involve contacting you for more information.
3. **Response** – We will aim to provide a substantive response within a reasonable period. If we need more time, we will let you know.
4. **Resolution** – We will explain the outcome of our investigation and any steps we will take to put things right, if appropriate.
We will keep you informed of progress, particularly if there are significant delays.
## 3. Escalation
If you are not satisfied with the outcome of your complaint at the first stage, you may request an escalation. Your complaint will then be reviewed by a more senior member of our team.
We will let you know the result of the escalation and whether any further steps are available.
## 4. Alternative Dispute Resolution (ADR)
If we have been unable to resolve your complaint to your satisfaction within 8 weeks, or if we issue you with a “deadlock” letter stating that we cannot resolve your complaint, you may be able to escalate the matter to our independent Alternative Dispute Resolution (ADR) scheme.
Our ADR provider is:
**CISAS (Communications & Internet Services Adjudication Scheme)**
Status: Membership pending approval
ADR is a free and independent service for consumers. The ADR body will review your complaint and our handling of it and may make a decision which is binding on us (but not on you).
Further details, including eligibility criteria and how to apply, will be available on our ADR Information page and on the ADR provider’s website.
## 5. Records and monitoring
We keep records of complaints and outcomes to help us monitor performance and improve our services. We may review this Code of Practice periodically in light of experience, feedback or changes in regulation.