We have a complaints policy in place to ensure all of our customers are treated fairly and that complaints are resolved in a timely and satisfactory manner.
We have outlined the complaints procedure below:
Contact us: The first step in making a complaint is to contact us directly. This can be done through our help centre (insert link here), where a support ticket will be raised to our customer service team. Explain the problem you're experiencing and what you would like us to do to resolve it.
Complaint acknowledgment: We will acknowledge your complaint and give you an estimated timeline for a resolution. We may also ask for additional information or evidence to help investigate the issue.
Investigation: We will investigate the issue thoroughly and fairly. This may involve gathering additional information or speaking to other parties involved. We will keep you updated on progress and any relevant findings.
Resolution: Once we have investigated the issue, a resolution will be offered. This may involve offering a full or partial refund, replacement eSIM, or an alternative suggestion if the issue is not eSIM related. The resolution will be fair and reasonable based on the circumstances of the complaint.
Our complaints procedure is essential to maintain good customer relationships and ensure that issues are addressed promptly and fairly. If you have a complaint, don't hesitate to follow the procedure outlined above, to ensure that your concerns are heard and addressed.