1. Purpose and Scope

The Customer Services Team of Slice Mobile UK Limited ("Slice Mobile") provides a commitment to the efficient, fair, and courteous resolution of a customer complaint. This includes having a Code of Practice that will guide both the customer and Slice Mobile in the handling of a Customer complaint.

This Code of Practice is intended to provide customers with transparency on how Slice Mobile will deal with a complaint, and to make customers aware of the steps that will be taken during the complaint handling process. The Code of Practice also defines the minimum standards that Slice Mobile will apply in the handling of a customer complaint.

In this Code of Practice, the "Customer" is sometimes referred to as "you" or "your".

2. Changes to the Code

Changes to Slice Mobile's Code of Practice will be made in accordance with any regulatory requirements issued by the Office of Communications (Ofcom). This Code of Practice, and any changes, will be published on Slice Mobile's website. You are also entitled, upon your reasonable request and at no cost, to a printed copy of this Code of Practice.

3. Making a Complaint

There are up to three stages to help resolve any complaint.

3.1

First, contact our Customer Care team who will handle your query and provide a resolution.

You can contact our Customer Care channels via our website or app.

If you’re not happy with the resolution you may request that your issue is escalated beyond first line support.

The point of escalation will try to resolve your issue after coordinating with the appropriate technical support teams. If you’re satisfied with this resolution, we’ll close your complaint.

3.2

If you’re not satisfied with the solution provided, you can make a formal complaint to our Complaints Team.

Send an email to [email protected].

Sending by post: If you prefer to send us a letter with details of your complaint, please address it to our Slice office:

Complaints, Slice, 11 Slingsby Pl, London, WC2E 9AB

3.3

We try to satisfy every customer and resolve any issues in an efficient, fair, and rapid manner. But if you’re not satisfied by the final resolution proposed by our Complaints Team, you have the right to refer your complaint to an Alternative Dispute Resolution scheme. We’re covered by the Communications & Internet Services Adjudication Scheme (CISAS), an independent alternative dispute resolution scheme.

The scheme operated by CISAS is completely independent of Slice Mobile and you can use it at no cost. However, you may only access this scheme eight (8) weeks after you made your complaint to us and if there was no resolution given or you were unhappy with the offered solution. You should provide CISAS with as much information as you can, including reference numbers or any other evidence which may help them to investigate your case.

Go to the CISAS website for more information about how they will evaluate your case.

CISAS – Centre for Effective Dispute Resolution

Tel: 0207 520 3814

Email: [email protected]

Post: CISAS, 70 Fleet Street, London EC4Y 1EU

4. Complaint Stages

The following are the stages in the Customer complaint handling process followed by Slice Mobile:

1. Receipt of the Customer complaint
2. Acknowledgement of the Customer complaint
3. Investigation of the Customer complaint
4. Notification of resolution of the Customer complaint
5. Internal escalation of the Customer complaint (where necessary)

5. Complaint Types

The primary types of Complaints are mentioned below:

• Subscriptions & Payments
• Network Quality
• Roaming
• Other

Prior to making a complaint, and to help the Customer Services Team to promptly resolve your complaint, you should consider which type of complaint you wish to make, and have at hand detailed information to provide to the Customer Services Team.

6. Timescales to Respond

Slice Mobile will endeavour to resolve a Customer complaint in accordance with the following target timescales:

For simple issues, we will aim to respond in around 5 business days. But if the issue is of a more complex and technical nature, we may take up to 6 weeks to fully investigate and respond.

7. Progress Updates

The Customer Services Team will provide you with progress updates at regular intervals to keep you informed of the progress of the investigation into your complaint. In cases where the Customer Services Team is unable to resolve a Customer complaint within the target timescales, the Customer Services Team will advise you of the revised timescales.

8. Goodwill Guarantee Scheme

Slice Mobile will endeavour to respond and resolve all Customer complaints within the Timescales to Respond. In some cases, this may not be possible. In this event, on a case-to-case basis, the Customer Services Team has the discretion to apply a refund to a Customer’s Account as a goodwill gesture. Any other modes of compensation will be at the Customer Services Team’s discretion.

9. Complaint Tracking

Slice Mobile will ensure that all Customer complaints can be easily tracked to ensure traceability of all actions taken regarding a specific Customer complaint. The Customer Services Team will assign to your complaint a Unique Reference Number (URN). When making a complaint, Slice Mobile will advise you of the URN. Customers are advised to refer to their URN in all communications with the Customer Services Team.