Complaints Procedure (11850/11860)

In the event that the level of service provided by 11850 does not meet with our customers expectations, it is important that customers are given the opportunity to provide feedback.

How to register a complaint:

If customers would like to register a complaint, there are number of ways to contact us:

o By phone
Contact our customer care team directly on 1800 923 433 between 0900-1700 Mon-Fri.

o By email
Send an email to customercare@11850.ie

o Via website
The contact us option at www.11850.ie provides customers an opportunity to complete and send a feedback form detailing their complaint.

o By letter
If customers prefer to put their request in writing, they can send it to the following address: 11850 Customer Care, Block P1, East Point Business Park, Dublin 3

o By fax
Customers can send a letter of complaint by fax to +353 1 819 0088 (Attention: 11850 Customer Care)

What Information Is required When Registering a Complaint?

When registering their complaint, via any of the above methods, customers should always provide the following information:

o Name:
o Postal address (for refund purposes):
o Daytime phone number (in the event that 11850 needs to contact you directly):
o Details of your complaint:
    The phone number (and network) you called from
    The service you called to (11850 or 11860)
    The date and approximate time of your call
    The nature of your complaint (how did our service not meet your expectations?)