Complaints procedure
How to raise a complaint with 1310 Limited, what to expect from us, and your escalation options if you're not satisfied with our response.
How to raise a complaint
If you are unhappy with any aspect of how 1310 Limited has handled your account, a payment arrangement, a dispute, or any other matter relating to the Phistos platform, we want to hear from you.
Raising a complaint is always free and will not result in any negative action on your account simply for having complained.
Important: Raising a complaint does not automatically pause collection activity on your account. If you also wish to pause collection while your complaint is being investigated, please say so explicitly in your complaint — we will consider requests for a pause on a case-by-case basis and let you know our decision promptly.
What to include in your complaint
To help us investigate and respond as quickly as possible, please tell us:
- Your full name and account reference number
- What happened and when
- What you have already done to try to resolve the issue
- What outcome you are looking for
- Any supporting documents if relevant
Our complaints process
We follow a clear, transparent process for every complaint we receive.
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Acknowledgement — within 5 working days
We will acknowledge your complaint within 5 working days of receiving it. Our acknowledgement will tell you the name of the person handling your complaint and the reference number assigned to it. We may contact you at this stage to ask for any additional information we need.
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Investigation
A member of our complaints team will investigate fully. This includes reviewing your account history, any relevant correspondence, the actions taken on your account, and whether our processes were followed correctly. We may contact you during this stage if we have questions or to update you on progress.
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Final response — within 8 weeks
We aim to provide a final written response as quickly as possible and in any event within 8 weeks of receiving your complaint. Our final response will set out:
- Our findings from the investigation
- Whether we uphold your complaint (in full or in part) and why
- Any redress or remedial action we are offering
- Your right to escalate to an independent ombudsman if you are not satisfied
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Deadlock or dissatisfaction
If we have issued a final response and you remain dissatisfied, or if 8 weeks have passed without a final response, you have the right to refer your complaint to an independent alternative dispute resolution (ADR) scheme. We will confirm the relevant scheme in our final response letter. You do not need to wait for 8 weeks if we have issued a deadlock letter.
Escalating your complaint
If you are not satisfied with our final response, or if we have not resolved your complaint within 8 weeks, you may refer it to an independent alternative dispute resolution (ADR) scheme. The relevant scheme depends on the nature of your complaint:
Telecoms complaints — Ombudsman Services: Communications
1310 Limited is a telecommunications provider. Complaints relating to your broadband service, billing, contract terms and associated collections activity can be referred to Ombudsman Services: Communications, the Ofcom-approved ADR scheme for the telecoms sector.
Ombudsman Services: Communications
Free, independent dispute resolution for telecoms customers. You can refer your complaint online, by phone or by post.
ombudsman-services.org → Phone: 0330 440 1614Financial conduct complaints
Where your complaint relates specifically to a regulated debt resolution activity — for example, conduct during an affordability assessment or a payment plan — and you are not satisfied with our response, you may also have the right to refer it to the Financial Ombudsman Service depending on the regulated nature of the activity in question. We will confirm this in our final response letter where applicable.
Information Commissioner's Office
For complaints relating to how we handle your personal data, you may contact the Information Commissioner's Office (ICO) at ico.org.uk or on 0303 123 1113.
Time limits. Most ADR schemes require you to refer a complaint within a set time of receiving our final response — typically 6 months. Please check the relevant scheme's rules. We will include the applicable time limit in our final response letter.
Complaints and collection activity
Raising a complaint does not automatically suspend collection activity on your account. We understand this may feel frustrating, and we want to be transparent about it.
However, we are committed to handling things fairly. If your complaint relates directly to the validity of the debt or a significant process error on our part, we will consider pausing or restricting collection activity while the complaint is investigated. Please make this request explicitly in your complaint, and we will respond to it within 5 working days.
If you are in financial difficulty independently of any complaint, we can also consider a hardship pause — these are separate from the complaints process. Please contact us at [email protected] or see our contact page for more information.
We will always try to take a proportionate and fair approach. Our team is trained to handle complaints sensitively and without bias.
Ready to raise a complaint?
Email us at [email protected] with your account reference and a description of your concern. We will acknowledge your complaint within 5 working days.
For general account queries, use [email protected] or visit our contact page.