According to the Commission for Communications Regulation (‘ComReg’), a complaint means: “an issue raised by an end-user to an undertaking relating to that undertakings product or service or its complaints handling process where the issue remains unresolved following an initial attempt by the undertaking to resolve it or where there has been no attempt by the undertaking to resolve it and the end-user expresses dissatisfaction, through one of the channels set out in the code of practice, that the issue remains unresolved.”
GoMo is dedicated to providing excellent customer service and maintaining a healthy customer relationship at all levels of the organisation.
The Complaints Process will ensure all complaints are handled in a standard way across all lines of business as efficiently and effectively as possible.
GoMo Escalation Process
If you contact our care department with an issue our care representative will endeavour to provide you with a suitable response and where possible resolve the issue to your satisfaction. If you are not satisfied with the response/outcome you may request to have your issue escalated, at which point you will be provided with an internal case reference number.
If after this point, we are unable to resolve your issue or you remain dissatisfied you may request to log a complaint by emailing us at email@example.com. Upon raising a complaint you will be contacted by a member of our Complaints Team within 48 hours and we will endeavour to resolve your complaint within 10 working days.
GoMo Complaint Process
Upon receipt of your complaint our Complaints Team will contact you within 48 hours to acknowledge your complaint and where possible provide you with a resolution. Our complaints team will endeavour to resolve your complaint within 10 working days. If however we are unable to resolve your complaint within this timeframe we will contact you to let you know the reason for the delay, the steps we are taking to resolve the complaint and advise you of a provisional resolution date. Once contacted by a member of the Complaints Team you will be provided with the department’s contact details and information on where to find our Code of Practice.
How GoMo records and tracks your complaint
Once GoMo log a complaint and issue you with a reference number we will record the following information.
Name, account number, unique reference number and primary contact details
The date the complaint was raised and resolved
All correspondence relating to the complaint, written synopsis of all calls, all emails and whitemail relating to the complaint throughout the lifecycle of the complaint
The final resolution of the complaint and a breakdown of any credits applied to your account as part of the resolution/settlement
Complaint refund policy
As part of the complaint resolution process, you may be entitled to a refund. Refunds will typically be applied to the account as a credit. The application of credits is at the discretion of the complaint handler and is judged on a case by case basis. Any credit applied will be applicable on the next or following bill.
In the case of confirmed overpayment, a member of the complaints department will typically apply the respective credit to your account, however, if you wish a cheque can also be issued which will take a number of days to process. You will be advised by the processing team at the time of request.
Useful addresses and telphone numbers
You can seek independent advice regarding your complaint from any of the following:
Commission for Communications Regulation
One Dockland Central,
Tel: 1890 229 668 or Fax: 01 804 9680
The Competition and Consumer Protection Commission
PO Box 12585,
Tel: 01 402 5500 or fax 01 402 5501
Advertising Standards Authority
7 Herbert Street,
Tel: 01 613 7040 or Fax: 01 613 7043
Small Claims Courts Information is available from your local District Court Offices.
European commission online dispute resolution
Under EU Regulations Consumers who have a complaint about goods or services purchased online have a right to refer their complaint to an independent dispute resolution agency which can be accessed here.