CODE OF PRACTICE

Introduction

Anywhere Sim is the UK’s most advanced multi network mobile service.  Our sim operates across Three, Vodafone, O2 & EE in the UK.  

Anywhere Sim provides a range of services, including services for customers with disabilities. 

Anywhere Sim is required by Ofcom to publish a code of practice containing details and information on how we work to solve customer complaints and disputes, and the options available to you if we can’t do that within 8 weeks. This code applies to you if you’re an AS consumer or small business customer. 

Terms and Conditions

When you first enter into agreement with us you’ll receive a set of terms and conditions which means that we’re agreeing to provide you with telephone, billing and customer services. A copy of the terms and conditions that apply to you can be downloaded from our website or by contacting us.

Complaint handling and alternative dispute resolution procedures

We hope that you’ll never have reason to complain about any of our services. However, if there is something that you’re not happy with you should contact customer services first. We’ll try and solve your issue quickly where we can, but there may be times when it may take a little longer to sort out.

Anywhere Sim complaints procedure

Step 1

Stage 1 – Contact Customer Services

If you need to contact us you can do so by phone, email or letter.

You can call us between 9am to 5.30pm Monday to Friday. Charges may apply when calling from your Anywhere Sim phone, they can be found at http://anywheresim.com/the-small-print/.  You can also check your price plan or non-standard price guides to find out more. Please remember that calls may be monitored and recorded for training purposes.  

Our postal address is:

Anywhere Sim Limited

Grindleton Business Centre

Grindleton

Clitheroe

Lancashire

BB7 4DH

Our telephone number is 01200 400010

Our email address is support@anywheresim.com

If you're making a complaint, don’t forget to include:

    •    your full name

    •    your full postal address

    •    your mobile telephone number.

    •    details of your complaint

    •    your resolution requirements

    •    an alternative daytime contact telephone number

The Customer Services Team will be working towards contacting you within 72 hours of receiving your complaint. If we can’t get hold of you by phone we’ll email you if you have provided us with your email address, or we’ll write to you.  We aim to resolve your complaint within this time period too.

Stage 2 - Escalate the complaint

If you are not satisfied with our response, you can ask for us to reconsider the issue. You have the option to discuss the issue with a Customer Service Team Leader. If your complaint still isn’t resolved after speaking to a Team Leader/Manager then you can escalate to an Operations Manager. If your issue is still unresolved, you should follow the procedure below.  We aim to resolve your complaint within 72 hours once escalated.

 Step 2

If you have contacted us by phone, email or letter and you’re still not happy about the way we dealt with your issue there are two ways you can escalate this to us. Either email sandra.brooke@anywheresim.com and we will be in touch within 72 hours or call one of our specialist teams:

    •    for complaints call us on 01200 400010 (open 9.00 to 5.30pm Mon - Fri)

We aim to resolve all complaints at this stage within 72 hours.

Step 3

Stage 1

You can get independent advice from the Citizens Advice Bureau, Consumer Advice Centre and Trading Standards. Whilst we’re happy to work together with the above independent organisations, if you decide you need their help to resolve your complaint, we would always

want you to come to us first, as most problems can be resolved quickly this way. For broadband customers, after asking us to refer your complaint to the organisations mentioned above, you may also find it useful to speak to the Internet Service Providers Association (ISPA).

Stage 2 - Contact Ombudsman Services

If after contacting us we have not resolved your complaint within 8 weeks or if there is a deadlock situation, you may refer your complaint to Ombudsman Services, free of charge. Deadlock arises when we believe we have done everything we can to resolve your complaint but can’t reach an agreement with you. You must have followed our escalation process before you can request a deadlock letter and we will be unable to send a deadlock letter if we are still working to resolve your complaint or if your complaint falls outside the remit of Ombudsman Services.  We will issue you with an 8 week notification letter, if, after 8 weeks, your complaint still hasn't been resolved with us and you haven't requested, or you haven't received a deadlock letter.

Ombudsman Services is an independent dispute resolution scheme, approved by Ofcom. Please ensure that you read Ombudsman Services guidelines to ensure that your complaint satisfies the conditions for referral.

When your complaint goes through Ombudsman Services, an independent assessor will review your complaint and make a decision about how to settle it.

Details of the service are available by contacting us or Ombudsman Services directly:

Ombudsman Services

The Brew House

Wilderspool Park

Greenall's Avenue

Warrington

WA4 6HL

Tel:  0330 440 1614

Fax:   0330 440 1615

Text phone: 0330 440 1600

Email:  osenquiries@os-communications.org

Website: http://www.ombudsman-services.org/communications.html

 

The Ombudsman Service is a free, independent provider of support to consumers.

 

Ofcom

As the communications regulator – Ofcom are there to ensure, among other things, that all Communication Providers have a Complaints Process in place which meets certain criteria.  Ofcom don’t investigate individual complaints on behalf of the consumer or adjudicate, but they can provide guidance on the complaints process as stipulated in Steps 1-3 of this Code of Practice.