Complaints Code of Practice
How to tell us when something has gone wrong, what we will do about it, and where to take an unresolved complaint. Working draft, version 2026-06-22.
How to make a
complaint
We would rather you never need this page, but if something has gone wrong we want to put it right. You can raise a complaint with us in any of these ways, and you do not have to use a particular form of words:
In the app: open Support (the Hedy chat) and tell us you wish to make a complaint.
By email: complaints@voicepro.plus.
By post: Complaints, VoicePro Plus Limited, [registered office address - SOLICITOR REVIEW].
To help us resolve it quickly, please include your account email or number, what happened, when it happened, and what you would like us to do to put it right.
What we will
do
We will acknowledge your complaint promptly, normally within two working days, and give you a single point of contact and a reference.
We will investigate fairly and keep you updated. We aim to resolve most complaints within 10 working days; where a complaint is complex we will tell you why it is taking longer and when you can expect a response.
[SOLICITOR REVIEW] Confirm the acknowledgement and resolution timeframes against the Ofcom General Conditions and our operational capacity before these are published as binding commitments.
If you are not
satisfied
If you are unhappy with our initial response, ask us to escalate your complaint. A senior member of the team who was not involved in the original decision will review it.
If we cannot reach agreement, we will send you a written "deadlock" letter confirming our final position. You can ask for this letter at any time once your complaint has been open and unresolved.
Independent dispute resolution
(ADR)
If your complaint about our communications services is still unresolved eight weeks after you first raised it, or you have received a deadlock letter, you can refer it - free of charge - to the independent Alternative Dispute Resolution scheme we are a member of. Their decision is independent of us and we are bound by it if you accept it.
[SOLICITOR REVIEW] Confirm and name the approved ADR scheme VoicePro Plus is registered with (Communications Ombudsman or CISAS) and insert its contact details. Membership of an Ofcom-approved ADR scheme is a regulatory requirement before launch.
Complaints about the wallet or
payments
The VoicePro Plus wallet is an electronic-money and payments service. Complaints about the wallet, a payment, a refund, or money held in your balance follow the same process above.
[SOLICITOR REVIEW] If a wallet/payments complaint cannot be resolved, the appropriate independent route is likely the Financial Ombudsman Service (FOS) rather than the communications ADR scheme, in line with how the e-money service is operated (directly or via our BaaS partner). Confirm the correct routing and eligibility before publishing.
Complaints about your personal
data
If your complaint is about how we have handled your personal data, please contact our privacy team at privacy@voicepro.plus. You also have the right to complain to the Information Commissioner's Office (ICO) at ico.org.uk, although we would welcome the chance to resolve your concern first.
Extra
support
If you need extra help to make or follow a complaint - for example because of a disability, a health condition, or a difficult personal situation - tell us and we will adapt how we communicate with you. You can also nominate someone to deal with us on your behalf with your consent.
Have questions?
Our team is ready to help. Get in touch and we'll respond within one business day.