Stage 1 - Contact RWG Mobile first

The fastest way to get a complaint resolved is to contact us directly. Once we receive your complaint, we will normally:

• Acknowledge/respond within 5 working days, depending on the type of issue, and
• Aim to resolve the complaint within 28 days.

How to Contact Us

Use any of the following channels:

• Phone: [Insert RWG Mobile support number]
• Email: support@rwgmobile.wales
• Post: [Insert RWG Mobile postal address]

Phone Opening Hours: Monday to Friday, 9:00am–5:00pm (excluding bank holidays).

Calls may be monitored and/or recorded for training and quality purposes.

What to include (so we can move faster)

• Your full name
• Your full postal address
• Your RWG Mobile number (or account email/ID, if relevant)
• A clear description of what went wrong (including dates/times if you can)
• What outcome you’re looking for (for example: explanation, fix, refund, apology)
• A daytime contact number (optional, but helpful)

We may ask for additional details if needed to verify the account or understand the issue.

Important security note

If you write to us via email, please don’t send sensitive information such as passwords, account security answers, or full payment card details.

Escalation - If You’re Unhappy With Our Response

If you feel we haven’t resolved your complaint, you can ask us to review it again through our escalation route:

• Team Leader/Manager review – a senior member of the team will re-check the case and try to reach a fair outcome as quickly as possible.
• Head of Customer Relations review – if it still isn’t resolved, we’ll escalate it further. We would normally take up to a further 5 working days for this additional review.

Closing a Complaint

If we’ve shared our final position and we don’t hear back from you within 28 days of our last contact, we may treat the complaint as closed. If you get back in touch later, we’ll still try to help and can reopen the case where appropriate.

Stage 2 - Still Not Satisfied? Independent Support and Escalation Options

Independent consumer advice

You can get free, independent advice from organisations such as:

• Citizens Advice Consumer Service (who can also refer matters to Trading Standards where appropriate).

Communications Ombudsman (Alternative Dispute Resolution)

If we haven’t resolved your complaint within 8 weeks, or if we reach a deadlock (meaning we believe we’ve done all we reasonably can but we can’t agree an outcome), you may be able to take your complaint to the Communications Ombudsman, free of charge. This is an independent dispute resolution scheme for the communications sector.

Please check the Ombudsman’s eligibility rules before submitting, as not every issue will fall within their remit.

Ofcom (the regulator)

Ofcom is the UK communications regulator. Ofcom oes not investigate individual complaints or decide outcomes, but it can provide guidance on complaint processes and uses complaint trends to inform its work. ( www.ofcom.org.uk)