We are committed to providing a reliable quality service users. If you are unhappy with the service you are receiving, do not hesitate to speak to us. We assure you that your concerns will be dealt with sympathetically and in confidence.
This Policy is intended to give you reassurance as to the manner in which your concerns will be dealt with and some idea of the steps which we will take to investigate them.
Changes to this policy may be made from time to time, and published on our website, in accordance with any regulatory requirements issued by the Office of Communications (Ofcom). You are also entitled, upon your reasonable request and at no cost, to a printed copy of this Code of Practice.
Making a Complaint
You may contact them by telephone, fax or e-mail. It is more helpful in most cases if you write to them, setting out your concerns and what you would ideally like us to do about them. This gives us a clearer idea of the nature of your complaint, and the matters which will need to be looked into. However, if for any reason, you do not feel comfortable about writing to us, please feel free to telephone them, even if only by way of an initial call before writing to us.
Telephone: by your mobile by dialling [insert] from any pre-paid SIM Account. Calls are charged at [enter] per call. If you are overseas, you can dial [enter number]. Calls will be charged at the international tariffs set out on our website. You can contact us from another telephone by dialling [enter number]. Local calls charges will apply, unless you are overseas when international landline charges will apply. Customer care lines are open between 9:00 am to 5:00 pm.
Letter: Fonome Ltd, The Point, 173 Cheetham Hill Road, Manchester, M8 8LG.
Customer Services will assign to your complaint a Unique Reference Number (URN). When making a complaint, we will advise you of the URN. Customers are advised to refer to their URN in all communications with the Customer Services Department.
Investigation of your Complaint
Hopefully we can resolve matters upon your contacting us. Where that is not possible, we will let you know a time scale for investigating the matter. We will acknowledge your complaint within three (3) business days of receipt if sent by letter, e-mail or fax.
Concerns most commonly concern account credit, network quality, defects in SIM Cards and Vouchers or overseas services although your complaint may be about something else.
We will attempt to investigate and resolve matters within:
• Account balances: (5 working days);
• Network quality: (6 working hours of notification);
• Overseas services: (5 working days);
• SIM Cards and Vouchers (5 working days);
• Other (10 working days).
We will provide you will progress updates at regular intervals to keep you informed of the progress of the investigation into your complaint. In cases where the Customer Services is unable to resolve a Customer complaint within the target timescales, we will advise you of the revised timescales.
At that stage we will let you know how we propose to resolve matters, where you complaint is found to have validity.
Where you are not satisfied with the outcome of our investigations and how we have proposed to resolve matters, then you have the right to refer your complaint to Alternative Dispute Resolution, which is completely independent. The scheme is operated by:
Ombudsman Services - Communications
PO BOX 790
Tel: 0330 440 1614
Text Phone: 0330 440 1600
You may only access this scheme eight (8) weeks after your complaint was first made to us.
We will not disconnect or block your Account when a bona fide complaint remains unresolved, save and except in the following cases:
• If you do not use your SIM Card to make a voice call, or send a message or data, or if you do not purchase a top-up using the Top-Up Services in accordance with the Fonome Terms & conditions.
• If you misuse the Services under our Acceptable Use Policy or otherwise under the Fonome Terms & Conditions;
Details of a Customer complaint will be retained for a minimum of six (6) months following the resolution of the complaint.