At Pick Mobile Ltd, we work hard to make sure your experience with us is as positive as possible. However, if something has fallen below your expectations, we have a clear Complaints Procedure to help resolve the issue quickly and simply.

Terms and Conditions

You can access the latest version of our Terms and Conditions here or by contacting us directly at hello@pickmobile.co.uk.

1. Our Complaint Handling Process

We hope that you’ll never need to complain about our services. However, if you do, we aim to handle your concern fairly, efficiently, and promptly. We have 8 weeks to do this before you can escalate to the Ombudsman, using a deadlock letter from us.

We will consider your complaint resolved if we do not hear from you within 28 days of the resolution offered. Any issue raised after this time will be treated as a new complaint (thus restarting the 8-week period)

1. Contact Us

The quickest way to resolve your complaint is to contact our Customer Services Team.
You can reach us in the following ways:

> Email

hello@pickmobile.co.uk (we’ll respond within working hours)

When emailing, please include as much information as possible, for example:

• Your full name & Address
• Your Pick Mobile Ltd account
• Details of your complaint, including the service ID’s
• How you would like us to resolve the issue

> Call

01543 224037

Monday to Friday: 9am – 5pm
Please note that calls may be monitored or recorded for training and quality purposes

> By Post

Pick Mobile Ltd
24 Vanguard Drive
Rugeley
WS15 1FU

Please do not include sensitive information such as passwords or payment details in your correspondence.

2. Escalation to an ADR Scheme

If your complaint has not been resolved within six weeks, or if you are unhappy with our final response, you may refer it for independent review by an ADR (Alternate Dispute Resolution) Scheme – free of charge. We will provide you with a deadlock letter to enable you to do this.

We are required under the Communications Act 2003 and Ofcom’s General Conditions of Entitlement to be a member of an Ofcom-approved ADR scheme.

We are a member of CISAS and you can contact them:

• Online: here
• Phone: 020 7520 3814
• Email: cisas@cedr.com

Please see their FAQ here, and see an example below:

How much can I claim?
The maximum sum which an adjudicator may award you is £10,000.00. Please note that this sum includes compensation, refunds, credits and waivers.
However, please note that for inconvenience and distress, we use the below guide.

Tiers of Inconvenience & Distress	Estimated Monetary Amount
Tier 1 (Moderate)	£0 – £50
Tier 2 (Significant)	£50 – £100
Tier 3 (Serious)	£100 – £200
Tier 4 (Very Serious)	£200 or more

Whilst the maximum claim cannot exceed £10,000, for the element of inconvenience and distress, our adjudicators typically do not award more than £100 to £200 in total
When seeking a monetary amount, you should be clear and specific in how you have reached the outcome sought.

3. Acceptance

We hope we never cause the need for a formal complaint but If issues do arises, we will do our upmost to sort this within the 6 week timeline and if we can’t, the ADR Scheme will help.