Consumer Code of Practice

LoopDL Limited (hereafter “us” or “we”) is a telecommunications service provider registered in England and Wales with company number 16605550, and with registered office at 3rd Floor 1 Ashley Road, Altrincham, Cheshire, United Kingdom, WA14 2DT.

We aim to provide you with the highest quality service. However, we recognise that service or device issues may occur. This code describes how we handle customer complaints. In particular, it provides information on:

If you have a complaint, please contact us via the contact page on our website, through the App or by email to support@loopdl.co.uk. Making a complaint is free. You can ask someone else to complain on your behalf, and if you need extra help because of a disability or your circumstances, tell us and we will adapt how we deal with you.

We aim to resolve any customer complaints as soon as possible.

Once we receive your complaint, we may ask you to verify your identity to protect your privacy. We may also ask for further information relating to your complaint to enable us to properly investigate it.

Once we have sufficient information to investigate your complaint, we aim to respond to you within five business days. If we need more time to consider your complaint (e.g. due to the complexity of the issue), we will keep you updated on our expected response time.

Once we have investigated your complaint, we will notify you of our decision which may include:

We will give you time to consider our offer.

If your complaint has not been resolved within 6 weeks or if you inform us that you do not accept our final decision on your complaint, you may exercise your right to refer the matter for alternative dispute resolution. We will write to you when either of these happens to confirm your right to alternative dispute resolution. You then have 12 months to refer your complaint.

We are members of the Communications Ombudsman alternative dispute resolution scheme, which is a scheme approved by Ofcom and is free of charge. Before referring a matter to the ombudsman, customers are advised to first attempt to resolve a complaint with LoopDL, using the process outlined above.

Contact details for the alternative dispute resolution scheme are below:

Raising a complaint with us, or referring it to alternative dispute resolution, does not affect your right to bring a claim in any competent court with jurisdiction.