1. Contact us
Email info@shnzzmobs.online with the subject “Complaint”, or call 0330 520 2447.
2. Information to include
- your name and preferred contact method;
- the date and approximate time of the relevant call or communication;
- a clear description of what happened;
- what outcome you are seeking;
- any reference number you were given.
Do not email passwords, security codes or full payment-card information.
3. Acknowledgement and review
We aim to acknowledge a complaint within two working days and provide a substantive response within ten working days. Complex matters may take longer; where possible, we will explain the reason and next steps.
4. Complaints involving a third party
If the complaint concerns a third party’s billing, network service, credit decision, delivery, cancellation or contract administration, that party may need to investigate it under its own complaints procedure. We will explain this where relevant.
5. Escalation
If you remain dissatisfied, ask for the complaint to be reviewed by a senior person responsible for complaint handling. Your legal rights and any right to contact a relevant regulator or alternative dispute-resolution body are not affected.
6. Privacy
Complaint information will be handled in line with our privacy policy and retained only as reasonably necessary.