Complaints
& dispute resolution.
Most issues are resolved on the first reply. If you're unhappy with how we've handled something, here's how to escalate — including your right to free, independent dispute resolution.
Making a complaint
If you're unhappy with how we've handled something, email legal@fusemobile.co.uk with “Complaint” in the subject line. We aim to acknowledge within 1 working day and respond substantively within 5.
Alternative Dispute Resolution (ADR)
If we can't resolve your complaint within 8 weeks, or if you receive a deadlock letter from us earlier, you have the right to escalate the matter to an independent Alternative Dispute Resolution (ADR) scheme. ADR is free for you to use and the scheme's decision is binding on us.
Fuse Mobile is in the process of joining the CISAS scheme (Communications and Internet Services Adjudication Scheme, operated by CEDR). Once membership is confirmed we will publish the scheme contact details and our member ID here and in our Terms of Service.
This page is provided under the Ofcom General Conditions (complaints-handling code of practice + ADR scheme membership) and mirrors the escalation routes in our Terms of Service. For general help, email support@fusemobile.co.uk or visit the Help Centre.
Need help first?
Most issues are a
quick email away.
Before a formal complaint, our support team resolves most things on the first reply.
No contract. Cancel anytime.