Complaints Code
How to complain, what we do and by when, and where to go if we cannot resolve it.
Last updated September 21, 2026
1.How to complain
- 1.1Contact [email protected] or Telegram @fullesimsupport. Billing and refund complaints can also go to [email protected].
- 1.2Tell us your number or order reference, what went wrong, when, and what you would like us to do. To confirm the line is yours, add a one-time support code from your panel; never send your access code.
- 1.3Complaining is free. We do not treat you differently because you have complained.
- 1.4If you need help making a complaint, for example because of a disability, tell us and we will make adjustments.
2.What happens and when
| Step | Timeframe |
|---|---|
| We acknowledge your complaint and give you a reference | Within 2 working days |
| A person investigates and replies with an answer or an update | Within 10 working days |
| If it is complex, we tell you why and when to expect an answer | At the latest by 10 working days |
| Our final response, in writing | Within 8 weeks of your complaint |
3.If you are not satisfied
- 3.1You can ask for your complaint to be reviewed by a senior member of the team who was not involved.
- 3.2If 8 weeks have passed, or we have sent a final response you disagree with, you can refer your complaint to an independent alternative dispute resolution body. It is free for you, and its decision binds us if you accept it.
- 3.3You must usually refer your complaint to the ADR scheme within 6 months of our final response.
- 3.4You can also go to court. Using ADR does not stop you doing so.
4.Records
We keep a record of each complaint and how it was resolved for 12 months after it is closed, as described in our Privacy Policy.