Introduction
We are committed to providing high-quality mobile services and excellent customer care. If you are dissatisfied with any aspect of our service, we encourage you to let us know. Initially, you should contact our Customer Care team, using the chat function built into our website and app, and they will attempt to resolve your query. If you are unhappy with the outcome or how your query was handled, you can make a formal complaint.
This policy explains how to make a complaint, how we will handle it, and what steps you can take if you are not satisfied with our response.
Scope
This policy applies to all customers using our mobile plans and services. Complaints may relate to (but are not limited to):
- billing and charges
- service quality or coverage
- customer service interactions
- contract terms or changes
- faults, delays, or other service issues
How to make a complaint
You can raise a complaint by contacting our dedicated Complaints Team via Email or Post:
- Email: complaints@bikermobile.com
- Post: Biker Mobile Complaints, Trew House Farm, Chilton, Crediton, Devon EX17 4AH
When you contact us, please provide as much detail as possible, including:
- your name and mobile number
- a clear description of the issue
- the date the issue occurred
- what you would like us to do to resolve it
Our complaints process
Once we receive your complaint, we will follow a clear, three-step process to ensure it is handled effectively.
Step1: Acknowledgment
We will acknowledge receipt of your complaint within 2 working days. Your complaint will be assigned to a dedicated case handler who will become your single point of contact throughout the process.
Step 2: Investigation
Your case handler will conduct a thorough investigation into your complaint. They may need to contact you for more information during this time. We will aim to investigate and resolve your complaint as quickly as possible.
Step 3: Resolution
Once our investigation is complete, we will contact you with a final response. This will outline our findings and detail the resolution we are offering. We will do our best to ensure a resolution is provided to you within 15 working days from the date we receive your complaint.
Escalation
If you are not satisfied with our final response, or if your complaint has been unresolved for more than 8 weeks, you have the right to take your complaint to the Communications & Internet Services Adjudication Scheme (CISAS). CISAS is an Ofcom-approved, independent dispute resolution service for customers in the telecommunications sector. Their service is free of charge. You can contact them if your complaint has been at a "deadlock" or has been unresolved for 8 weeks.
A complaint reaches a "deadlock" when:
- you are not happy with our final response, and you have told us you wish to pursue the matter further
- you have received a letter from us stating that we have reached a deadlock
You can contact the CISAS using the details below:
Tel: 0207 520 3814
Email: cisas@cedr.com
Post: CISAS, 70 Fleet Street, London EC4Y 1EU
For more information, visit the CISAS website.
Regulatory rights
As a UK mobile services provider, we are regulated by Ofcom. More information on your rights is available at: https://www.ofcom.org.uk