Codes of Practice

Codes of Practice – Pink Mobile

Last updated: Pre-Launch Period

Pink Mobile is committed to operating transparently, fairly, and responsibly.
These Codes of Practice set out the standards we follow in line with UK consumer protection law, Ofcom guidance, and industry best practice.

Nothing in this document limits your statutory rights.

1. Sales & Marketing Code

We commit to:

• Providing clear, accurate, and non-misleading information

• Clearly identifying pre-launch offers and any limitations

• Displaying prices, discounts, and key terms prominently

• Avoiding aggressive or misleading sales practices

• Making promotional conditions (including referrals and rewards) easy to understand

All marketing communications comply with:

• Consumer Protection from Unfair Trading Regulations 2008

• CAP Code (UK Advertising Standards Authority)

2. Pre-Launch Sales Code

For pre-launch offers, we commit to:

• Clearly stating that services are not active at the time of purchase

• Disclosing the expected launch timeframe (subject to change)

• Explaining when the contract starts and when billing applies

• Explaining cancellation rights both before and after activation

• Providing updates on launch progress via reasonable communication channels

3. Fair Usage & Network Management Code

We commit to fair and responsible network management by:

• Applying a transparent Fair Usage Policy

• Managing congestion to maintain service quality for all users

• Clearly explaining any speed reductions or usage limits

• Not unfairly discriminating between customers on the same plan

Network management practices may include:

• Speed management after allowance thresholds

• Roaming usage controls

• Temporary restrictions to prevent abuse or fraud

4. Complaints Handling Code

We aim to resolve complaints quickly and fairly.

4.1 How to Raise a Complaint

Customers can raise complaints via:

• www.pinkmobile.uk

4.2 Our Commitment

We commit to:

• Acknowledging complaints promptly

• Investigating complaints fairly and objectively

• Providing clear explanations and outcomes

• Keeping records of complaints to improve our services

If a complaint cannot be resolved internally, customers will be informed of their right to escalate in line with Ofcom guidance once services are live.

5. Billing & Charges Code

We commit to:

• Charging customers only as described in our plans and terms

• Clearly explaining any limits, exclusions, or additional charges

• Providing transparent billing information once services are live

• Not charging for services before activation

6. Contract & Cancellation Code

We commit to:

• Clearly explaining contract start dates

• Honouring statutory cooling-off rights after activation

• Processing refunds in accordance with UK law

• Explaining the effect of cancellation on promotional benefits

7. Referral & Rewards Code

We commit to operating referral and reward programmes fairly by:

• Clearly stating eligibility criteria

• Applying rewards only after conditions are met

• Preventing abuse, fraud, or manipulation

• Reserving the right to withdraw rewards where misuse is identified

Rewards are promotional and not contractual entitlements.

8. Accessibility & Vulnerable Customers Code

We aim to be inclusive and accessible by:

• Communicating in clear, plain English

• Making reasonable adjustments where required

• Treating all customers with respect and fairness

• Considering vulnerable customer needs in line with Ofcom guidance

9. Data Protection & Privacy Code

We commit to:

• Complying with UK GDPR and the Data Protection Act 2018

• Protecting customer data with appropriate security measures

• Using personal data only for lawful purposes

• Respecting customer data rights

Details are set out in our Privacy Policy.

10. Service Changes & Transparency Code

We commit to:

• Giving reasonable notice of material changes where required

• Explaining customer rights when changes occur

• Ensuring changes comply with UK consumer protection laws

11. Law Enforcement & Regulatory Compliance

We comply with all applicable UK laws and regulatory obligations, including:

• Lawful interception requirements

• Data retention obligations

• Requests from authorised public bodies

12. Review & Updates

These Codes of Practice may be updated from time to time to reflect:

• Legal changes

• Regulatory guidance

• Service developments

The latest version will always be available on www.pinkmobile.uk.

13. Contact

For questions about these Codes of Practice, please visit:
www.pinkmobile.uk