1. How to Make a Complaint
You can raise a complaint by phone, email, or post – whichever suits you best. Please include as much detail as possible so we can fully understand and investigate the issue.
- By email: business@yappl.com
- By phone: 01773 522300
- By post: Yappl, 4 Maisies Way, South Normanton, Alfreton, DE55 2DS
2. What Happens Next
Once we receive your complaint, we’ll aim to acknowledge it within 2 working days. A member of our team will investigate and get back to you with a resolution or update within 10 working days. If it takes longer, we’ll keep you informed.
3. Escalating Your Complaint
If you’re not satisfied with our response, you can escalate your complaint. We’ll review it again and provide a final written response. For telecoms services, you can contact the Ombudsman after 8 weeks or if we issue a ‘deadlock’ letter.
4. Feedback
Even if you’re not making a formal complaint, we want to hear your suggestions, concerns or experiences. Every bit of feedback helps us do better.