Complaints Handling Policy

COMPANY NAME handles complaints about purchases and services sold through solvetaesim.com. Our company number is COMPANY NUMBER. Our registered office is COMPANY ADDRESS. Email info@solvetaesim.com to complain about an order, payment, eSIM, connection, customer-support interaction or privacy matter.

We will consider complaints fairly, take reasonable and proportionate steps to investigate them and explain the outcome. Making a complaint does not waive your consumer, privacy, payment-dispute or court rights. We do not charge a fee merely for receiving and investigating a complaint.

Include your name, order email, order reference if available, the affected Plan, a description of what happened, relevant dates and the outcome you are seeking. A suggested subject line is "Complaint - order reference", but no specific wording or form is required. If you want to cancel or request a refund, say so clearly; the relevant request date is not postponed by our complaint process.

If email is not accessible to you, send your complaint to the registered office above. Tell us if you need information in an accessible format or reasonable assistance communicating with us. An authorised representative may complain for you; we may verify their authority before disclosing personal information. We will not require unnecessary medical or other sensitive information to consider an accessibility request.

Keep evidence that may help, such as order confirmations, relevant error messages or screenshots with unrelated information removed. Do not send passwords, full payment-card details or card security codes. Where a service issue is ongoing, include the destination, device model and installation status so we can investigate promptly.

We will acknowledge the complaint promptly, request any information reasonably needed and take active steps towards resolution. We will explain the next steps and provide updates where investigation cannot be completed immediately.

We may review the Plan description, fulfilment and installation information, relevant usage, technical and payment records, and earlier correspondence. We may consult involved technical or network organisations, but COMPANY NAME remains responsible for addressing its own contractual obligations.

We will work to resolve the complaint without undue delay and within applicable legal deadlines. If it takes longer, we will explain the outstanding issue and expected next step. Please respond to reasonable information requests; an unanswered request does not automatically extinguish a legal claim.

Our outcome will explain the decision, reasons and any remedy, such as technical correction, an agreed replacement, refund or price adjustment. If we consider no remedy due, we will explain why and how to request a review.

The 14-day change-of-mind cancellation period is explained in the Refund & Cancellation Policy. A cancellation request made in time remains timely even if support or complaint handling continues beyond the period. Statutory refund deadlines are not extended merely because we have opened an internal investigation.

For a data protection complaint, we will acknowledge receipt within 30 days, take appropriate steps to investigate and communicate the outcome without undue delay. If the correspondence also contains a data-access, erasure or other rights request, we will address it under its separate legal requirements, normally within one month subject to applicable rules. A complaint acknowledgement is not a substitute for a rights-request response.

If you disagree with our response, reply to info@solvetaesim.com and request a review, identifying what you believe was missed or decided incorrectly. We will arrange an appropriate reconsideration, by another responsible person where practicable, and explain the result. An internal review is not a condition that overrides access to an independent route available under law.

Where your complaint is covered by mandatory telecommunications alternative dispute resolution requirements, we will provide the information and access required by those rules. Under applicable UK telecommunications rules, eligible unresolved complaints can generally be referred after six weeks from the initial complaint, or earlier following a deadlock notice. We will identify the relevant route and provide any required notice for a qualifying complaint. This policy does not claim membership of a particular scheme or remove any obligation to participate where required.

For privacy concerns, you may complain to the UK Information Commissioner's Office through ico.org.uk/make-a-complaint/ or another competent authority where applicable. For other matters, you may use consumer-protection, card-issuer, regulatory or court routes available to you. A regulator may not determine an individual contractual claim; the appropriate route depends on the issue.

Complaint information will be used to investigate and document the matter, implement the outcome, identify relevant service improvements and meet legal requirements, in accordance with the Privacy Policy. We will limit disclosure to those who need it and retain records according to the complaint, legal and dispute-related purposes.

Communications must not contain threats, harassment or knowingly false evidence. We may proportionately restrict an unsafe channel while keeping a reasonable way to progress the complaint. Persistence, dissatisfaction or lawful criticism alone are not grounds to reject a genuine complaint.