Complaints Code

Complaints Code – Pink Mobile

Last updated: Pre-Launch Period

Pink Mobile is committed to resolving customer complaints quickly, fairly, and transparently. This Complaints Code sets out the standards and procedures we follow.

1. Scope

This Complaints Code applies to:

• All Pink Mobile customers (pre-launch and post-launch)

• Complaints about our services, plans, billing, referral programme, or promotional offers

2. Our Commitment

We will:

• Treat all complaints seriously

• Acknowledge complaints promptly

• Investigate complaints fairly and objectively

• Provide clear explanations and outcomes

• Keep records to improve services and prevent recurrence

3. How to Make a Complaint

3.1 Pre-Launch Complaints

If you have an issue before network activation, please contact us via:

• Website: www.pinkmobile.uk

• Email: [support@pinkmobile.uk] (replace with actual contact)

• Contact form on the website

Pre-launch complaints may include:

• Payment or refund queries

• Pre-launch order issues

• Referral or promotional reward questions

3.2 Post-Launch Complaints

Once the service is active, complaints may include:

• Billing issues

• Network coverage or speed concerns

• Service outages

• Referral reward disputes

• Roaming or fair usage queries

4. Complaint Process

Step 1 – Acknowledgement

We will acknowledge receipt of your complaint within 2 working days.

Step 2 – Investigation

We will investigate your complaint fairly, using all available information.
We may contact you for clarification or additional details.

Step 3 – Response

We aim to provide a final response within 10 working days.
If the complaint is complex and requires longer, we will notify you and provide a reasonable timeline for resolution.

5. Escalation

If you are not satisfied with our response, you may escalate your complaint:

• Contact Pink Mobile Customer Services Manager

• We will provide escalation instructions in our final response

Once our internal process is exhausted, you may contact:

• Information Commissioner’s Office (ICO) – for data protection complaints

• Ofcom – for service-related disputes once the network launches

6. Special Considerations for Referral & Promotional Issues

• Referral rewards, free months, and Super User rewards are promotional benefits

• Benefits are conditional upon continued service and compliance with Terms

• Disputes will be resolved according to our Terms & Conditions and pre-launch policies

• Abuse, fraud, or manipulation may result in withdrawal of benefits

7. Record Keeping

Pink Mobile will:

• Keep complaint records securely for at least 2 years

• Monitor complaint trends to improve services

• Review recurring issues regularly to prevent future complaints

8. Accessibility

• Complaints can be made in writing, online, or by email

• We provide reasonable adjustments for vulnerable or disabled customers

• Communications will be in clear, plain English

9. Pre-Launch Notice

• As the service has not yet launched, some issues may not be resolvable until network activation

• We will provide regular updates on pre-launch issues and refunds

• Any refunds or adjustments will comply with UK consumer law

10. Contact

To raise a complaint, contact us via:

Website: www.pinkmobile.uk
Email: support@pinkmobile.uk