Complaints Code

1. How to complain

Email support@sharedmobile.co.uk with "Agent Telco complaint" in the subject line, or write to Clyde Works Limited, 48 West George Street, Glasgow, Scotland, G2 1BP. Tell us what happened, the workspace and operation involved, when it happened, and what you want us to do. Do not email API keys, OAuth tokens, webhook secrets, passwords, or full message content unless we ask for a secure copy.

2. What happens next

We acknowledge a service complaint within 5 working days and aim to give a full response within 10 working days. If we need longer, we explain why and keep you updated. If you disagree with the first response, ask for a review by a director of Clyde Works Limited.

3. Telecom disputes

If the complaint concerns a number switch, port, loss of service, or telecom provider action, say so clearly. We will preserve the relevant operation evidence and work with our upstream provider. Where the Ofcom switching and porting rules give you compensation or another remedy, we will explain how to claim it.

4. Independent resolution

If a qualifying telecom complaint remains unresolved for 6 weeks, or we send a deadlock letter, you may refer it to the Communications and Internet Services Adjudication Scheme (CISAS) free of charge. CISAS covers individuals, businesses with no more than 10 people, and not-for-profit bodies with no more than 10 employees, excluding volunteers.

CISAS is administered by CEDR. You can apply through the CISAS website, email cisas@cedr.com, call 020 7520 3814, or write to CISAS, CEDR Services Limited, 100 St Paul's Churchyard, London, EC4M 8BU. An application normally must be made within 12 months after we tell you that we have reached deadlock.

5. Privacy complaints

Email support@sharedmobile.co.uk with "Privacy complaint" in the subject line. The Privacy Notice explains the process. You can also complain to the Information Commissioner at ico.org.uk.

6. Records and access

Complaining is free and will not affect how we treat your account. You may appoint someone to complain for you. We keep the complaint, investigation, and outcome for the period in our Privacy Notice. Contact us if you need this code in another accessible format.