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1. Our Commitment

At Comobnet, we aim to provide clear, helpful, and professional guidance to everyone who uses our service. We understand that sometimes things may not go as expected, and when that happens, we are committed to addressing your concerns fairly and promptly.

This policy explains how you can raise a complaint and how we will handle it.

We take all feedback seriously and use it to improve our service.

2. What This Policy Covers

This policy applies to complaints related to:

  • The guidance you received from Comobnet
  • Your experience during a phone call with our advisors
  • The conduct or professionalism of our team
  • Our website content or functionality
  • Any other aspect of our service

Please note:
If your complaint relates to a mobile network (such as billing, coverage, or contract issues), you will need to contact that network directly. Comobnet does not manage or control mobile network services.

3. How to Make a Complaint

You can contact us using any of the methods below:

By phone

📞 (800) 998-9856
Ask to speak to a manager.

By email

📧 compare@comobnet.com
Please include “Complaint” in the subject line.

By post

Comobnet
764 Queen Street
Leeds, LS00 3SC
United Kingdom

4. What to Include in Your Complaint

To help us resolve your complaint efficiently, please provide:

  • Your full name
  • Your contact details (phone/email)
  • The date you used our service
  • A clear description of the issue
  • Any relevant details (e.g. advisor name if known)
  • What outcome you would like

Providing complete information will help us investigate more quickly.

5. Our Complaints Process

We follow a two-stage process:

Stage One: Initial Review

Once we receive your complaint, we will:

  • Acknowledge it within 2 business days
  • Review the issue carefully
  • Check any relevant call records (if applicable)
  • Provide a response within 10 business days

Most complaints are resolved at this stage.

Stage Two: Escalation

If you are not satisfied with our response, you can request escalation.

A senior team member will:

  • Reassess your complaint
  • Conduct a fresh review
  • Provide a final response within 10 business days

6. Possible Outcomes

Depending on the situation, we may:

  • Provide an explanation
  • Offer an apology
  • Take internal action to improve our service
  • Provide additional clarification or guidance

We do not offer financial compensation unless required by law.

7. If You Are Still Not Satisfied

If you remain unhappy after our final response, you may seek independent advice.

You can contact Citizens Advice for free, impartial guidance on your rights.

8. Timeframes Summary

  • Complaint acknowledgment: within 2 business days
  • Initial response: within 10 business days
  • Escalation response: within 10 business days

If additional time is needed, we will inform you.

9. Anonymous Complaints

You may submit a complaint anonymously. However, please note that limited information may affect our ability to investigate fully.

10. Recording and Monitoring

We keep records of complaints to improve our service quality. All data is handled in accordance with our Privacy Policy.

11. Complaints About Staff

If your complaint involves a specific team member, we will:

  • Review the matter confidentially
  • Investigate internally
  • Take appropriate action if necessary

We do not disclose internal disciplinary outcomes.

12. Contact Us

To make a complaint:

📧 compare@comobnet.com
📞 (800) 998-9856

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