We want to put things right. If you're unhappy with any Widely service, or with how we've handled a complaint, please tell us. Complaining is free.
How to complain
- In the Widely app: open the support chat and type "I want to make a complaint". Our assistant will log it and pass it to a member of our team. You can ask to speak to a person at any time.
- By email: info@widely-mobile.com
- By phone: 0161 820 0635 (from abroad +44 161 820 0635). Calls cost the same as a normal UK landline call.
- By post: Complaints, Widely Mobile Ltd, Suite 6, The Belmont, 89 Middleton Road, Manchester M8 4JY
Someone else, such as a relative, carer or adviser, can complain for you with your permission.
Help to complain
If you need this code or our replies in large print, Braille, audio or another format, or need any other help to complain, tell us and we'll arrange it free of charge. You can also contact us through Relay UK by dialling 18001 0161 820 0635. If your circumstances make it harder for you to complain, let us know and we'll adapt how we deal with you.
What we'll do
- We'll acknowledge your complaint within 1 working day, give you a reference number, and tell you how we'll look into it and when you can expect to hear from us.
- We'll investigate and keep working on it until it's resolved. If we need more information, we'll ask.
- We'll tell you the outcome, normally within 10 working days, and explain what we'll do to put things right. If it will take longer, we'll tell you why and when to expect our reply. If you ask, we'll confirm the outcome in writing (email or letter).
- If you're still unhappy, tell us. If you don't come back to us within 28 days of our outcome, we may treat your complaint as resolved.
We keep a record of your complaint and how we dealt with it.
Taking your complaint further
If your complaint isn't resolved 6 weeks after you first complained, or sooner if we've given you our final answer and you're not satisfied, we'll write to you straight away with details of an independent, free alternative dispute resolution scheme approved by Ofcom that you can take your complaint to.
Other information
- A copy of this code is free on request, on paper or in another format.
- Going to an independent scheme doesn't affect your legal rights, including your right to go to court.
- If your complaint is about moving (porting) a number, see our Porting Compensation Guide.
Version 1.0, 25 October 2026. Widely Mobile Ltd, company number 16711289, Suite 6, The Belmont, 89 Middleton Road, Manchester M8 4JY.