Customer Complaints Code

At LM Global Telecoms Ltd we are committed to providing outstanding customer service and we want to ensure that we continuously listen to our customers to understand their concerns and respond appropriately. We accept that things can go wrong on occasion, but we see these instances as an opportunity for us to demonstrate our culture of putting the customer at the heart of what we do. A copy of this complaints code can be provided in hardcopy or emailed upon request.

How to raise a complaint

In the first instance, please contact your dedicated Customer Service team using the following contact details, and request the team raise a formal complaint case;

Telephone 0191 933 1333

Alternatively, you can raise a complaint by post at the following address:

Complaints Team, LM Global Telecoms Ltd, Newcastle International Airport, Freight Agent Building 3 Freight Village, Newcastle upon Tyne, NE13 8BH

To help us reach a resolution as quickly as possible, please have the following information to hand when you contact us:

  • Your LM Global Account Number
  • A contact telephone number and or email address
  • As much detail as you can provide about the issue
  • What you feel we can do to fairly resolve the matter

Our Customer Service Team will be happy to capture the details of your complaint and will aim to provide a resolution within five working days.

In the majority of cases we have found we are able to quickly resolve any dissatisfaction, however if you remain unhappy with our initial response, your complaint will be escalated to our Resolutions Team who will review your complaint and aim to provide a resolution within a further 10 working days.

If you still remain dissatisfied after the Resolutions Team has reviewed your complaint – or if eight weeks have passed since your initial complaint – then, we will provide you with an Alternative Dispute Resolution (“ADR”) letter outlining our final position. Subject to eligibility, your ADR letter/email will allow you to refer your complaint to Ombudsman Services.

Ombudsman Services

Ombudsman Services provide an independent service to domestic or small business customers (with 10 employees or less) who are not satisfied with the resolution of their complaint. You must contact Ombudsman Services within 12 months of receipt of an ADR letter.

Ombudsman Services: Communications, PO Box 730, Warrington, WA4 6WU

Phone: 0330 440 1614

Fax: 0330 440 1615

Textphone: 0330 440 1600




Ofcom is the regulatory body for the communications industry. Ofcom oversees our service provision within the terms of the Communications Act 2003 that are relevant to us.