Complaints Policy

Last Updated: 03/03/2025

This Complaints Policy outlines how SimplySim (“we,” “us,” or “our”) handles customer complaints in accordance with relevant UK laws and regulations, including but not limited to:

• Consumer Rights Act 2015
• Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015
• Ofcom Guidelines (for telecom-related services), if applicable
• Other UK consumer protection legislation as relevant to our business

We value all our customers and strive to ensure that each interaction with SimplySim is a positive experience. However, if you are dissatisfied with our products or services, this policy explains how you can make a complaint and how we will handle it.

• By Email: Send a detailed description of your complaint to complaints@simplysim.co.uk. Please include any relevant information such as order number, dates, and supporting evidence.
• By Contact Form: Contact Us.

Please include your full name, contact details, and a clear description of the issue so we can address your complaint as quickly as possible.

• Acknowledgement: We will acknowledge receipt of your complaint within 5 business days of receiving it.
• Investigation: We will conduct a thorough investigation into your complaint. If we need more information from you, we will let you know.
• Response Time: We aim to provide a final response within 8 weeks or sooner, in line with UK regulatory guidelines. If we cannot meet this timeframe, we will inform you of the delay, provide an explanation, and give an estimate of when we can respond.

1. Receipt and Logging: Once we receive your complaint, we log it in our internal system and assign a reference number.
2. Investigation: A dedicated member of our complaints team will review the details, gather evidence, and liaise with relevant departments.
3. Outcome: After investigating, we will propose a resolution. This may include an apology, further clarification, a refund, replacement, or another appropriate remedy.
4. Communication: We will send you our final response in writing, explaining our findings and the steps taken to resolve your complaint.

If you are not satisfied with our final response, or if we fail to resolve your complaint within the timeframe set by UK regulations, you may be entitled to escalate your complaint to an approved ADR body or relevant Ombudsman service. We will provide you with information about how to do this when we issue our final response or upon request.

In accordance with the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015, we will provide details of an ADR entity that you may contact, although we are not obliged to enter into ADR if you choose to do so.

This Complaints Policy does not affect your statutory rights under the Consumer Rights Act 2015 or any other applicable legislation. For further information about your rights, you may wish to contact your local Citizens Advice Bureau or refer to the UK government’s consumer protection resources.

We will handle all personal data collected during the complaint process in accordance with our Privacy Policy and applicable data protection laws (including the UK GDPR). Your information will only be shared with those directly involved in resolving your complaint or as required by law.

We regularly review this Complaints Policy to ensure it remains up to date with current UK regulations and best practices. Any changes will be posted on our website, and where appropriate, notified to you by email.

If you have any questions about this Complaints Policy or would like to make a complaint, please use the following contact details:

SimplySim
complaints@simplysim.co.uk