Complaints escalation policy

Last updated: 11 September 2026

If something has gone wrong, we would like the chance to put it right. This page sets out how to complain and what happens next.

How to complain

Contact us with your name, contact details, what happened and what you would like us to do about it:

• Email info@yapplmobile.shop
• Telephone 0808 117 6611 during opening hours
• By post to Yappl Limited, 4 Maisies Way, South Normanton, Alfreton, England, DE55 2DS
• In person at the shop

What we will do

• We acknowledge every complaint within three working days.
• We aim to give a full response within 14 working days. If it will take longer we will tell you why and when to expect an answer.
• If you are not happy with the outcome you can ask for it to be reviewed by the business owner.

Complaints about a network

We can only deal with complaints about our own service. If your complaint is about a network's billing, coverage or contract terms on an account you hold directly with them, it must go to that network, because we have no access to it.

If you have complained to your network and are not satisfied after eight weeks, or you receive a deadlock letter, you can take it to an Ofcom approved alternative dispute resolution scheme. Your network will tell you which scheme it belongs to.

Further options

You can get free, independent advice from Citizens Advice on 0808 223 1133 or at citizensadvice.org.uk. Nothing on this page affects your right to take legal action.