Last updated 22nd January 2026
At Olilo, we aim to always provide our customers with an exceptional level of customer service. From time to time, things can unfortunately go wrong; when they do, we would like to hear about it, to fix it and learn from it.
This policy explains how customers can make a complaint, what they can expect from Olilo, and how to take things further if we are unable to resolve their complaint to their satisfaction.
A complaint is when a customer informs Olilo that they are unhappy with our service, or how we've handled a previous issue.
Ofcom defines a complaint in the General Conditions (GC C4.2) as:
"An expression of dissatisfaction made by a customer to a Communications Provider related to the provision of services, or to the complaint-handling process itself, where a response or resolution is explicitly or implicitly expected."
Therefore, for something to count as a complaint, it must:
An Expression of Displeasure, also known as an EoD, might be a negative comment or feedback along the lines of:
If a customer doesn't expect a response or resolution, and Olilo interprets it as merely feedback or opinion, it likely wouldn't qualify as a complaint under Ofcom's definition.
As a provider, Olilo must follow the complaint procedures stipulated in the Ofcom General Conditions, if a complaint is recognised under the Ofcom definition.
EoDs don't trigger the regulatory obligations unless they meet the above Ofcom definition of what a complaint is.
Misclassifying a complaint as mere feedback (i.e. an EoD) can result in non-compliance with the Ofcom regulations.
A customer can make a complaint using different methods:
We will require the below details whenever a customer gets in touch to make a complaint:
When a customer submits a complaint, they can select their preferred method of communication from a drop-down menu. If SMS is chosen, they will receive regular one-way (Olilo outbound updates which doesn't support customer replies) text message updates throughout each relevant stage of the complaints process.
Olilo's customer service team is the first point of call for a complaint; the customer service advisor will try to resolve a customer's complaint whilst the customer is on the call or via email.
If the customer isn't happy with the advisor's solution, they can request for their complaint to be escalated to a customer service team leader, who will aim to revert within 1 working day. The team leader will either suggest a resolution, or next steps, with a timeframe of when we'll get back to them.
If we have reached a point where no further progress can be made and both parties (i.e. Olilo and the customer) cannot agree on a resolution, Olilo will issue a deadlock letter; we'll issue this at any point we believe the complaint has reached a stage where no further resolution is possible, OR a customer can request it if they feel the complaint is going nowhere.
The deadlock letter will confirm that the complaint remains unresolved and enables the customer to escalate the matter to the Alternative Dispute Resolution (ADR) Scheme.
Customers have the right to refer their complaint to our approved Ombudsman service if:
Olilo are registered with an Ofcom-approved ADR scheme:
We can provide this policy - free of charge - for customers who require it in an alternative format, including braille, large print, or audio. Please contact our customer service team to request this.
Last updated January 2026
© 2025 Olilo UK & Ireland Ltd is a company registered in England and Wales (No 16352417). Our registered address is 3rd Floor, 86-90 Paul Street, London, England, United Kingdom, EC2A 4NE. Our VAT number is 497589701. Olilo UK & Ireland Ltd is regulated by Ofcom.
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