ONSIM Complaint & Dispute Resolution Procedure

Last updated: May 23, 2024

We hope you never have cause to complain about our service but no service is perfect and sometimes it may be necessary to contact us about a problem you may encounter.

We will address any complaints as fairly and as quickly as possible.

To contact us about a problem please either email us at support@onsim.uk or call us on 0333 880 4008 (9am to 5pm, Monday to Friday) and we will try to resolve your problem there and then. If we can’t sort things out immediately, we’ll agree a plan of action with you.

In the unlikely event that you still feel that your complaint has not been resolved to your satisfaction, you may escalate it to a manager - either immediately whilst on the phone, or by email to support@onsim.uk

If you are still unhappy with the outcome, after a period of 8 weeks or if we’ve investigated the problem fully but reached a deadlock, you have the option of referring your complaint to the Ombudsman Services for independent consideration. Please check with the Ombudsman if you are eligible to use their service.

The Ombudsman will make an independent decision based on the merits of your complaint.

Details of the Communications Ombudsman, with which we are registered member, can be found by clicking here.