Complaints procedure
If something has gone wrong, we want to put it right. This is how to complain and what happens next.
Making a complaint
Contact us
Email support@bluephone.app with “Complaint” in the subject, or use the contact form on our website. Include the email address on your account and what happened. There is no charge for complaining.
We acknowledge it
We aim to acknowledge your complaint within two working days and tell you who is handling it.
We investigate
We look at our records, such as whether calls reached your number, and may ask you for information we need.
We respond
We aim to give you a full response, including what we will do to put things right, as soon as possible and within four weeks.
If you are not satisfied
If you are unhappy with our response, reply to it and ask for your complaint to be reviewed again by the owner of the business.
Complaining does not affect your statutory rights, including your right to cancel within 14 days or your rights if the service is not provided as described. See the contract summary and Terms of Service.
We cannot resolve problems with a prison’s phone list or its decisions. For those, the prisoner should speak to prison staff; the National Prisoners’ Families Helpline (0808 808 2003) can advise families in England and Wales.