Complaint Policy
Our aim is to ensure we offer all our customers an excellent level of service across all areas of our business. If at any time we have given you a less than satisfactory service, we shall try to do everything reasonable to put it right.
The easiest way to make your complaint is by completing our form on our Help Centre page, here.
You can also call us - please refer to your customer
portal or Terms and Conditions for our complaints phone number. Alternatively,
feel free to send us a letter or e-mail to:
Complaints
GRADE MOBILE
PO Box 807
Folkestone, Kent
CT20 9NG
E-mail: Contact@grademobile.co.uk
What Happens Next?
We aim to resolve all complaints by the close of three
working days after the date the complaint is received. Where this is not
possible, we’ll send you a written acknowledgement confirming your complaint
has been received and that we are investigating it.
For more complicated complaints, we may require up to
eight weeks to fully investigate your complaint and issue you with our final
response.
If you’re still not satisfied or if eight weeks have
passed since you first filed your complaint with us, you have the right to
refer your complaint to the Financial Ombudsman Service (FOS). We’ll send you
instructions on how to do so at that point.
Who is the FOS?
The Financial Ombudsman Service (FOS) provides consumers
with a free independent service for resolving disputes with financial
organisations.
The FOS allows us up to eight weeks to deal with your
complaint. If you are still not satisfied, you must take your complaint to FOS
no later than six months from the date of our final response letter.
You can visit the FOS website for more information on
complaint eligibility and how to take a complaint to them. Their address is:
The Financial Ombudsman Service
Exchange Tower
London E14 9SR
T: 0800 023 4567