Sometimes when you try to give
feedback or even complain to a company, it feels
as though you are talking to a brick wall. But
at MobileShop.com we always welcome your feedback,
bad or good. We do realise that mistakes sometimes
happen (we are human), so if you're unhappy with
something, then please make sure you let us know
first. We promise to listen properly to your feedback,
respond to you, and to use your suggestions to
improve our products and services.
We aim to ensure that:
Making a complaint is as easy as possible
We treat it seriously whether it is made
in person, by telephone, by letter, by fax,
or by e-mail
We deal with it promptly, politely and,
where appropriate, informally (for example,
by telephone)
We respond in the right way - for example,
with an explanation, or an apology where we
have got things wrong, or information on any
action taken etc
We learn from complaints and use them to
improve our service.
How to Complain:
MobileShop.com cannot give you advice on
any individual complaints, but the following
steps should help your complaint to be dealt
with as quickly as possible.
Make sure you contact the relevant company.
MobileShop.com can not access your account
with your service provider (that is who you
pay your monthly line rental to) so please
address bill queries direct to your network.
Queries with insurance from MobileShop.com
need to go to City Main who are the providers
Tel 0870 444 1660 is their contact number.
Always read the terms and conditions for
the relevant network, tariff and offer as
it may have special arrangements about refunds,
guarantees, rights to cancel etc above and
beyond the rights given to you by law.
If you have a complaint about faulty goods
then please check our returns/faults guide
returns
policy which provides many frequently
asked questions. These may answer your query
straight away or refer you to who you need
to speak to.
Explain in as much detail as you can what
the problem is and make sure you have all
the information to hand e.g. any customer
reference number, details of what you ordered,
network bills if relevant, reason for the
complaint and anything else which may be important.
