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Last Updated: July 2026
At Get Network Help, we are committed to delivering friendly, honest, and professional guidance to every customer. We understand that there may be occasions when our service does not meet your expectations, and if that happens, we want to hear from you.
We treat every complaint seriously and view your feedback as an opportunity to improve the quality of our service.
This policy applies to complaints relating to:
The guidance provided by Get Network Help.
The quality of customer service you received.
The conduct or professionalism of our advisors.
Information published on our website.
Any other aspect of our guidance service.
Get Network Help is an independent comparison and guidance service. We are not a mobile network provider, and we do not manage customer accounts, billing, contracts, or network coverage.
If your complaint relates to:
Mobile signal or coverage
Billing or payments
Contract terms
Device faults
SIM activation
Mobile network customer service
you will need to contact the relevant mobile network directly.
You can contact us using any of the following methods.
Call us on [Your Phone Number] during our business hours and ask to speak with a manager.
Business Hours
Monday to Friday
9:00 AM – 6:00 PM
Email us at contact@getnetworkhelp.comwith “Complaint” in the subject line.
Write to:
Get Network Help
92 Ermin Street
Wretton
PE33 9TS
United Kingdom
Please include enough information for us to understand and investigate your concerns.
To help us investigate your complaint efficiently, please provide:
Your full name
Contact telephone number
Email address
Date you contacted our team
A clear explanation of the issue
Any relevant details about your interaction with us
How you would like us to resolve the matter
Providing complete information will help us deal with your complaint more quickly.
Once your complaint has been received, we will:
Confirm receipt within 2 working days
Review the information provided
Investigate the circumstances
Review any available call recordings or correspondence where applicable
Respond within 10 working days
Most complaints are resolved during this stage.
If you are unhappy with our initial response, you may request a further review.
A senior member of our team will:
Carry out an independent review
Consider any additional information
Provide a final written response within 10 working days
Our final response will explain our findings and any action we intend to take.
Depending on the circumstances, we may:
Offer a sincere apology
Explain what happened
Correct any inaccurate information
Improve our internal processes
Provide additional staff training where appropriate
Take any other reasonable action necessary
Unless required by applicable law, we do not normally offer financial compensation.
If you have completed our complaints procedure and remain unhappy with our final response, you may wish to seek independent consumer advice.
You can contact Citizens Advice, who provide free and impartial guidance on consumer rights.
Website:
https://www.citizensadvice.org.uk
Telephone:
0808 223 1133
Please note that Get Network Help is not currently a member of a specific Alternative Dispute Resolution (ADR) scheme.
| Stage | Expected Timescale |
|---|---|
| Complaint acknowledged | Within 2 working days |
| Initial response | Within 10 working days |
| Final review (if escalated) | Within 10 working days |
If additional time is required due to the complexity of your complaint, we will keep you informed and explain the reason for any delay.
You may submit a complaint anonymously.
Please be aware that if we are unable to identify or contact you, our investigation may be limited and we may not be able to provide an outcome.
We maintain records of complaints to help improve our services and identify recurring issues.
Any personal information provided as part of your complaint will be processed in accordance with our Privacy Policy.
If your complaint relates to the conduct of one of our advisors, we will investigate the matter confidentially.
Where appropriate, we may:
Review the interaction
Speak with the advisor involved
Provide further training or coaching
Take suitable internal action
To protect employee privacy, we do not disclose confidential employment or disciplinary information.
If you would like to make a complaint or discuss any concerns about our service, please contact us using one of the methods below.
Get Network Help
Email: contact@getnetworkhelp.com
Telephone: +44 77 7577 0171
Postal Address:
92 Ermin Street
Wretton
PE33 9TS
United Kingdom
We aim to acknowledge all complaints within 2 working days and will work to resolve your concerns as quickly and fairly as possible.
