How we deal with Compaints

We aim to provide You with an unrivalled customer experience and hope that You will never have a reason to be unhappy about any aspect of Our supply of the SIM, Airtime or Handset. However, Our customer services team is dedicated to helping You reach a resolution of any issue and so if You are not satisfied You should contact them straight away using one of the methods of communications methods below:

- by telephone on 0370 0340100;
- by post to PO BOX 790, Hall Court, Hall Park Way, Telford, Shropshire TF3 4NF;
- by email at; or
- by using Our smart contact form on the Website at here:

We will always work hard to resolve any complaint within one Business Day although there may be times where a more detailed investigation is required in which case We aim to resolve Your issue within five Business Days. In any situation where You feel Your complaint has not been resolved in full You can ask for it to be escalated to a supervisor or manager above the customer services team. If there is nobody available at the time Our customer services team will arrange a call back for You.

If You are still not happy, You should send Your complaint in writing directly to Our Head of Operations at the following address: Halo Mobile Ltd, PO BOX 790, Hall Court, Hall Park Way, Telford, Shropshire TF3 4NF. Please ensure that You include any reference numbers that You have been provided with, the full details of Your complaint and Your resolution requirements. We aim to resolve all written complaints within 10 Business Days and will contact You directly with the results of any internal investigations and conclusions.

If We have been unable to reach an agreement with You within 8 weeks of You first complaining to Us You are entitled to take Your dispute to CISAS (Communications & Internet Services Adjudication Scheme) at the following address: Communication and Internet Services Adjudication Scheme, The Chartered Institute of Arbitrators, 24 Angel Gate, City Road, London EC1V 2PT. We may present You with a deadlock letter and refer You to the scheme earlier if We believe We have done everything We can to resolve Your complaint but have been unable to reach an agreement with You.
You will also be able to get independent advice at any time by visiting Your local Citizens Advice Bureau or by calling them on 08454 040506.

Whilst We are more than happy to work with independent parties to help resolve any grievance that You may have, We would always request that You follow the process above and contact Us first so that We can resolve Your issue efficiently, with minimal disruption and inconvenience to Yourself.