Customer Complaints Code
Last updated 18 October 2026
MyCirCall exists for the rare day an important call comes. If something has gone wrong, we want to know, and we want to put it right. This code explains how to complain, what we will do, and where you can go if you are not happy with our answer.
Complaining is free. It will never affect your service.
How to complain
You can complain in whichever way suits you:
- Email: hello@mycircall.com
- Phone: 0330 190 0088 (Monday to Friday 8:30am to 6pm, Saturday 9am to 1pm, closed on Sundays and bank holidays)
- Post: Eridan One Ltd (MyCirCall), 89 The Everglades, Hempstead, Gillingham, ME7 3PZ
It helps if you tell us:
- your name, and the email address on your MyCirCall account;
- what went wrong, and when; and
- what you would like us to do about it.
Don't worry if you don't have all of that. Tell us what you can and we will ask for anything else we need.
Someone can complain for you. If you would like a relative, friend, carer or adviser to complain on your behalf, that's fine. We will just need your permission to talk to them about your account.
If you need help to complain, for example information in large print, or more time, tell us. Our Accessibility & Vulnerable Customer Policy explains the help we offer.
What we will do
- We will acknowledge your complaint within 2 working days, and tell you who is looking into it.
- We will look into it properly. We will check your account and our records, and we may ask you some questions.
- We will aim to resolve it within 10 working days. If it will take longer, we will tell you why and keep you updated.
- We will tell you the outcome in writing: what we found, what we are doing to put it right, and what to do if you are not happy with our answer.
We keep a record of every complaint and how it was resolved. We use them to improve MyCirCall.
If you are not happy with our answer
Tell us, and someone who was not involved in the first answer will look at it again.
If we cannot agree, we will send you a letter or email saying so. This is called a deadlock letter. It tells you about your right to take the complaint to an independent scheme.
Going to an independent scheme, free of charge
Our independent scheme is CISAS, the Communications and Internet Services Adjudication Scheme, an Alternative Dispute Resolution scheme approved by Ofcom. It is independent of us, and it is free for you to use. MyCirCall isn't open to customers yet: we are joining CISAS before we open, and this page will say so when our membership is confirmed.
You can take your complaint to the scheme:
- 6 weeks after you first complained to us, if it has not been resolved; or
- sooner, if we have sent you a deadlock letter.
Website: cedr-assist.com/consumer/cisas · Phone: 020 7520 3814 · Post: CISAS, 100 St Paul's Churchyard, London EC4M 8BU
The scheme will look at what happened and can decide what we should do to put it right. If you accept its decision, we must follow it. If you don't, you are free to take other action, including going to court.
What this code covers
This code covers complaints about MyCirCall from account holders, and from people in someone's CirCall. Complaints about how we handle personal information can also be made to the ICO (the Information Commission) at ico.org.uk.
About us
MyCirCall is a service of Eridan One Ltd, a company registered in England and Wales, company number 17304032. Registered office: 89 The Everglades, Hempstead, Gillingham, ME7 3PZ.
You can have this code free of charge in another format, such as large print or plain text. Just ask.