1 · Acknowledge
Complaint reference.
m3lytsz records the issue, preferred accessible contact method, date and requested remedy, then provides a complaint reference. Urgent safety/security risks are triaged separately without closing the complaint.
m3lytszUK Number ServiceBETARelease-locked legal draft · 14 October 2026
A complaint gets a reference, an owner and a next step.
This document is not yet a live offer. It does not claim membership of CISAS or Communications Ombudsman. Public sales remain locked until Ofcom scope and actual ADR membership evidence are recorded. Operator candidate: Snooptsz Group Ltd, company no. 17468359, 66 Paul Street, London EC2A 4NA, United Kingdom.
Contact
Free, accessible complaint routes.
Email hello@m3ly.me, use the signed-in support/report control, or write to Snooptsz Group Ltd at 66 Paul Street, London EC2A 4NA, United Kingdom. Do not email identity documents, payment-card details or private-message content. A compliant basic-rate/free telephone complaints route is a release gate and will be published only after the service number is verified.
2 · Investigate
Prompt and active review.
A named function investigates the contract, provider events, billing, porting, cancellation or service evidence needed for the issue. It does not inspect unrelated private content.
3 · Outcome
Reason, remedy and timeframe.
m3lytsz explains the outcome and any correction, refund, repeat performance, credit reconciliation or service action. If more time is needed, it explains why and the next update date.
Deadlock and ADR
Independent escalation must match evidenced membership.
If General Condition C4 applies, an eligible unresolved complaint can go to the operator’s evidenced Ofcom-approved ADR scheme for free after a deadlock letter or six weeks. Ofcom currently identifies CISAS and Communications Ombudsman as approved schemes. m3lytsz will not name one in a live contract until membership is verified. A customer normally must refer the complaint within the scheme’s applicable deadline.
What this covers
Service, price, billing, allowance, porting, cancellation and accessibility.
Complaints may concern KYC handling, quote/contract clarity, payment or refund status, allowance accounting, SMS/call delivery, renewal, loss of service, switching/porting, number release, accessibility, privacy or how abuse controls were applied. For data protection requests and privacy complaints, contact snooptsz@m3ly.me (Snooptsz Group Ltd, ICO registration ZC265345). Privacy complaints may also be taken to the ICO; Ofcom does not normally resolve individual complaints itself.
No retaliation
Complaining does not remove account rights.
m3lytsz will not release a number, waive a refund review or block lawful privacy/security controls because a complaint was made. Fraud/safety restrictions may remain only where independently justified.