Complaints Code of Practice

How to complain, and what we do about it

We want to put things right when they go wrong. This code explains how to complain about Gripply, what happens when you do, and where you can take it if you are not happy with our answer. It is free to complain, and complaining will never affect the service you get from us.

Gripply Limited provides your business phone number, call recording, voicemail and messaging. We are a communications provider under the Communications Act 2003, and this code follows Ofcom's Approved Complaints Code of Practice.

How to make a complaint

Whichever way you choose, we will give you a reference (it looks like CMP-7H3K2Q) so you can follow what happens.

In Gripply — sign in at app.gripply.app, go to Settings → Complaints, and tell us what went wrong. You can follow the complaint there and add to it at any time.
In writing — email complaints@gripply.app or write to Gripply Limited, 66 Paul Street, London EC2A 4NA, United Kingdom.

Tell us your name, the Gripply number on your account, what has gone wrong, when it happened and what you would like us to do. If you would like someone else to complain for you, let us know and we will deal with them.

If you need this code or our letters in large print or another format, ask and we will provide them.

What happens next

We acknowledge it. We aim to acknowledge every complaint within two working days of receiving it, with your reference and the name of the person looking after it.
We look into it. We will ask you for anything we need and keep you informed. We aim to resolve most complaints within ten working days. If it is going to take longer, we will tell you why and when you can expect an answer.
We tell you what we have done. You will get our answer in writing — in the app and, if you ask, by text or post — saying what we found, what we have done or offered, and what you can do if you are not satisfied.

A complaint is resolved when we have done what we said and you are satisfied, or when we have given you our final answer. If you come back to tell us it is not fixed, we reopen the same complaint; the clock keeps running from the day you first complained.

If you are not happy with our answer

Ask for it to be looked at again. Tell us and a director will review the complaint and how it was handled.

Ask for a deadlock letter. If we have reached a standstill — we have said what we will do and you do not accept it — you can ask us for a deadlock letter. We will send one, or write to explain why we think we can still resolve the complaint and what we are doing, promptly.

Take it to independent dispute resolution. Gripply is a member of the Communications Ombudsman, an alternative dispute resolution (ADR) scheme approved by Ofcom. It is independent of us, it is free for you to use, and we are bound by its decisions. You can take your complaint to the scheme if:

six weeks have passed since you first complained and we have not resolved it, or
we have sent you a deadlock letter,

whichever comes first. When either happens we will write to tell you, so you do not need to work out the dates yourself. You have twelve months from that letter to contact the scheme.

Communications Ombudsman · www.commsombudsman.org · 0330 440 1614 · quote your Gripply reference.

The scheme can look at complaints from consumers and from small businesses (ten people or fewer working in the business, including the owner). If your business is larger, this code still applies and we will still handle your complaint the same way, and you can ask us about other ways to resolve a dispute.

While a complaint about an amount you have been charged is with the scheme, we will not pass that amount to a debt collector or cut off your service because of it.

Keeping a record

We keep a record of every complaint — what you told us, what we did and what we told you — for at least twelve months after it is closed, and we review complaints to find and fix the causes. Our privacy policy explains how we look after your information.

Other help

Ofcom does not handle individual complaints, but you can tell it about problems with a provider at ofcom.org.uk.
Citizens Advice can help with a consumer problem: citizensadvice.org.uk.

Gripply Limited, company no. 17169919 (England and Wales), 66 Paul Street, London EC2A 4NA, United Kingdom. This code was last updated on 17 October 2026.