Complaints code

08/06/2011

Truphone Customer Complaints Code

A guide to our services and what to do if you have a problem

The aim of the Truphone Customer Complaints Code is to give you a clear guide and to explain our procedures for complaint handling and dispute resolution if you have a problem. It doesn’t affect your legal rights, or form part of a contract between you and us.

Our contact details

To contact us, simply call 707 from your Truphone mobile. Calls are free to call 707. Or, you can call us from a landline on 020 3318 0742. These calls will be at the operator’s standard rate.

You can also write to us at:

Customer Services
Truphone Limited
4 Royal Mint Court
London
EC3N 4HJ

You can also email us at help@truphone.com if you are a consumer or if you are a business customer business.help@truphone.com.

If you’d like receive this document in a different format, such as in large print or in Braille, email at help@truphone.com / business.help@truphone.com or contact Customer Services on 707 or 020 3318 0742.

Head office

The postal address for Truphone’s head office is:

Truphone Limited
4 Royal Mint Court
London
EC3N 4HJ

Truphone’s full “Truphone Code of Conduct” can be found on our website www.truphone.com/Terms 

Our complaint handling procedures

Truphone endeavours to make the customer experience a very good one but at times you may feel that you would like to raise a complaint about our service or if you have a billing dispute.

This section sets out how to make a complaint and your rights to refer a dispute to an independent ombudsman.

1. Complaints about our Service

If you’re not happy with our service and would like to make a complaint, please contact us first by calling 707 from your Truphonedevice, or 020 3318 0742 (charged at standard operator rates), or by sending us an e-mail at help@truphone.com if you are a consumer or if you are a business customer business.help@truphone.com.   Our customer services team will assist you and will try and resolve the issue as quickly as possible.  

If your complaint relates to on our SIM4Travel service then you can contact us at feedback@sim4travel.com if you need to make a complaint  or you can call +44(0)20 7107 9700 (calls charged at standard operator rates).

Truphone will endeavour to resolve all issues in a timely manner. If we are unable to resolve your complaint satisfactorily, we will issue a ”deadlock” letter after 8 weeks so that you may make a complaint through CISAS an independent alternative dispute resolution scheme. We will provide you with details of this service. Alternatively if more than 8 weeks has passed since you first made your complaint, please contact the ADR scheme directly. They will provide a free, independent service to investigate your complaint, provided it falls within their terms of reference, though you must have gone through our own complaints procedure first before they can help you.

Their contact details are as follows:

CISAS
24 Angel Gate City Road
London
EC1V 2PT

Telephone 0845 1308 170

E-mail: info@cisas.org.uk

Web site:  www.cisas.org.uk

You should find us listed as Truphone Limited or Software Cellular Network Ltd (our former Company name).

2. Complaints about a TruphoneInvoice, our billing or charges levied on your account

We take customer billing complaints very seriously and you can contact us at help@truphone.com if you are a consumer or if you are a business customer business.help@truphone.com if you need to make a complaint about any billing aspect of your Truphone account. Alternatively you can call +44(0)203 318 0742 (calls charged and standard operator rates) or dial 707 from your Truphone device to speak to a Truphone customer services representative about a complaint relating to billing or charges incurred whilst using the Truphone service.

If your complaint relates to a billing issue on our SIM4Travel service then you can contact us at feedback@sim4travel.com if you need to make a complaint or you can call +44(0) 20 7107 9700 (calls charged at standard operator rates).

Once you have lodged a complaint with us we will acknowledge the complaint in writing to you and provide you with reasonable progress updates in relation to resolving the compliant where appropriate. Once the complaint has been resolved we will issue you with a written communication confirming the final decision made on your complaint

Truphone will endeavour to resolve all issues in a timely manner. We are required to resolve your complaint within 8 weeks from the date the complaint was formally made to us. If we have not issued you with a final response letter after 8 weeks and there has been no agreement between us for extending that time period, or you are not satisfied with the outcome of the complaint procedure, then you may make a complaint directly to the Financial Services Ombudsman within 6 months of our decision. We will provide you with details of this service, alternatively you may wish to contact the Ombudsman directly.

Contact details:

Financial Services Ombudsman

Tel. 0300 123 9123 – lines open between the hours of 8am to 6pm Monday to Friday

Email: complaint.info@financial-ombudsman.org.uk

Online at: www.financial-ombudsman.org.uk

Regulation

Ofcom

We are regulated by Ofcom (the Office of Communications) which is the independent regulator for the UK communications industries. 

Last updated on June 8, 2011