Overview
Simvoyager code of practice for complaint handling
July 18, 2024
A guide to our services and what to do if you have a problem. The aim of the Simvoyager code of practice for complaint handling is to give you a clear guide and explain our procedures for complaint handling and dispute resolution if you have a problem. This document does not affect your legal rights, nor does it form part of a contract between you and us.
Our contact details
100TB Hosting Sverige AB, Box 349, SE-631 05 Eskilstuna
Company registration number: 556816-6499
Email us contact@simvoyager.com.
Our complaint handling procedures
Simvoyager strives to ensure a positive customer experience, but if you feel the need to raise a complaint about our service or a billing dispute, this section outlines how to file a complaint and your rights to refer a dispute to an independent ombudsman.
1. Complaints about our service
If you’re not satisfied with our service or have a billing issue with your Simvoyager account, please contact us by contact@simvoyager.com.
Once your complaint is lodged, we will acknowledge it in writing and provide updates on progress where appropriate. Our customer services team will assist you and aim to resolve the issue as quickly as possible. After resolving the complaint, we will send you a written confirmation of the final decision.
2. Acknowledgement of complaint
Upon receiving your complaint, we will send an email acknowledging receipt. This email will include:
– Confirmation that the complaint has been recorded.
– A timeframe for resolving your complaint.
– The unique reference number for your complaint.
– The next steps in the process.
– A link to this code of practice.
3. Complaint processing stages and target resolution time
We aim to resolve complaints in a timely manner and will communicate each stage of the process with you. If we anticipate delays, we will notify you.
4. Complaint records
We will maintain records of your complaint for the time necessary to resolve the issue or for longer, as legally required. The following details will be recorded:
– Your name, account number, and contact details.
– The date the complaint was raised and the timeline of communications.
– All relevant communications, responses, and documentation.
In line with our data retention policy, we will retain these details for a minimum of one year after the complaint is closed. Legal obligations may require retention for up to 7 years.
5. Refund
Refunds for services purchased from Simvoyager are evaluated on a case-by-case basis. Refunds will only be granted if the relevant service plan has not expired and you have not used more data than necessary to inspect the quality of the service. If a refund is granted, it will typically be applied to the payment method used for the original purchase.
6. Deadlock letter
If we are unable to resolve your complaint to your satisfaction, we will issue a ‘deadlock’ letter. This allows you to refer the matter to an independent alternative dispute resolution (ADR) scheme. You may also contact the ADR scheme directly if more than 10 days have passed without resolution.
7. Complaints
If you have any complaints or feedback, send them to contact@simvoyager.com. We will acknowledge your complaint and provide regular progress updates. Once resolved, we will issue a final decision in writing. We are required to resolve complaints within 8 weeks of the formal submission. If you are in Australia, please refer to our australia complaint handling policy.
EU complaints – European Commission Online Dispute Resolution: https://ec.europa.eu/consumers/odr/main/