MintedMobi Terms & Conditions
Entrants may enter the competition where available via:
- This website
- The mobile Internet
The weekly competition entry period runs from midday Friday to midday Friday each week until further notice. One winner of each weekly featured prize will be drawn within 28 days of the closing date, once all entries have been collated and verified. All subscribers who do not send stop to the billing shortcode (or are not otherwise stopped by our Customer Services Team) will automatically be entered and billed each week other than those instances where a stop request is received before the first billed message is sent. (For the avoidance of doubt, the billing shortcode is the five digit code that appears in the ‘from’ line on each text received from the competition). The featured main prize is unique to MintedMobi and will not be promoted under any other brand. From time to time, MintedMobi reserves the right to replace the prize offered each week with one of a similar or higher value (See further details on the prizes offered in the Prizes section of this page). All entrants to the featured weekly competitions will also receive complementary entry into our various weekly bonus draws as advertised. See further details on these draws in the Bonus Draws section of this page. To UNSUBSCRIBE just reply 'stop' to any of the competition messages or visit the Contact Us section of this website.
To UNSUBSCRIBE just reply ‘stop’ to any of the competition messages received on your handset. This text message is not case sensitive, however any other variation of this text may not be accepted (E.G. Please stop). Please only consider the subscription successfully stopped once you have received a FREE reply text message from the same shortcode, to the effect of “All services on this shortcode are now stopped. Text back in to restart the most recent. Customer Services 02035030953”. If you have not received a text message to this effect then please contact us to confirm your subscription has been cancelled. If you are subscribed to more than one shortcode, you must send a stop request to each shortcode to end all subscriptions.
4.1. By giving your mobile number to us through the internet, via our television adverts or any other promotions, you will gain entry to the selected competition, plus all other featured bonus draws from MintedMobi.com. You agree that any information you provide through our website or otherwise is true, accurate and complete, and that you will ensure that this information is kept accurate and up to date at all times. We reserve the right to request verification of your age, identity and contact details.
4.2. You may be billed by SMS, wherein you receive text messages sent to your mobile phone which are then charged upon delivery. The Billing via SMS section of these terms explains this.
4.3. If you have entered via the internet, after submitting your mobile number to us via one of our online promotions, you will receive a text message asking you to validate your entry by responding via text message, answering a general knowledge multiple choice question. It is very important that you respond as indicated, as it is at this point that you will be entered into the first competition for a chance to win the selected prize, along with entry into the weekly bonus draws. If you do not validate your entry in the correct manner you will not be entered into the competition or draw and therefore will not be considered for any prizes.
4.4. You may enter one of our competition services by texting a ‘Keyword’ to us after viewing one of our advertisements on the television or the internet. In this instance, the message we receive from you containing the keyword specified in the advert is the equivalent of an entrant responding to our general knowledge question as set out above. This text message serves as the confirmation from the entrant that they would like to enter the competition service, and will therefore be followed by a ‘Thank you for your entry’ confirmation message. Please only consider your entry successful if you have received a confirmation message from us.
4.5. Once you have responded to the text message and validated your entry, you can send “STOP” prior to receiving your billed message, which will opt you out of the ongoing subscription and receiving premium rate charges, but will keep you in the main draw for that week’s selected prize and bonus draws. A free ‘cost reminder’ message is sent to the handset prior to billing. This will reconfirm the service you have joined, the costs involved, and remind you how to cancel your subscription so that you no longer take part in either of the draws. Please ensure that you save this message on your phone for future reference.
4.6. The first week’s billed message will be sent to your phone shortly after you send the initial message confirming your subscription. Some promotions will send your first week’s billed message the same day that you have confirmed your entry, some will delay the first week’s billing message until 24 hours after receipt of your subscription confirmation message, and some of our promotions provide your first week’s entry free. In such cases where the billed message is not sent on the same day that your entry is confirmed, the promotion will clearly state if you have either 24 hours or 7 days free of charge. This information will be provided on the advertisement for the service. If you have entered a service which has either a 24 hour or 7 day free period, if you send ‘STOP’ within that time you will not be charged for entering the competition, but your entry will remain valid for that week only, even if these draws take place after the successful receipt of a stop request.
4.7. Shortly after the cost message, you will receive this week’s general knowledge question. This will be delivered to your mobile within a billed text message, you will receive one billed message per week charged at £4.50. The weekly question may be accessed via a link contained within the weekly billed message. The weekly cost of our competitions is £4.50, unless otherwise stated on the promotion where you made your online entry. The advert you responded to would have contained information confirming the weekly cost for the service you entered and if any free period applies. For clarification, please refer to the cost reminder message that was sent to your phone after you confirmed your entry, prior to billing. You must answer this question correctly within 7 days of receiving it in order to be entered into that week’s competition. Each competition starts at midday on a Friday and ends the following Friday at 11:59:59. For users entering competitions where the first seven days are not billed, the first week's competition messages will be sent to entrants free of charge.
4.8. You will then receive the billed message containing each week’s general knowledge question once every seven days (using the day of your original entry into the competition as the starting point) until you send a stop request. Each text message sent by the subscriber counts as a separate entry and may be charged at your standard network rate.
4.9. All single entry prices for one-off entries into our competitions are promoted individually.
Continuation of General Terms
4.10. Each week, one mobile number will be randomly selected from all the correct entries and will be contacted by the Quiz Manager. Only users who have correctly answered the current week's questions will be eligible for the competition draw (other than those who entered during the seven days prior but stopped within the first 24 hours as described above). Winners of the weekly competition will be contacted on the number they have used to subscribe to the service. If there is no answer on the first attempt to call then the featured prize will be forfeited and the Quiz Manager reserves the right to draw another winner at random. The same contact process will be undertaken until a winner is successfully contacted.
4.11. Where credit is not available to successfully bill the premium rate charges, for example Pay As You Go (Pre-Pay) mobile users, the weekly quiz questions may not be delivered to the phone at the promoted time; however further attempts will be made to deliver the message up to the date of the relevant draw. Users understand that this situation may cause the relevant quiz question being delivered too late for entry into that particular week's draw.
4.12. Should a mobile network operator encounter failed delivery attempts of a premium message prior to a user sending in the STOP command, the network may still attempt to re-deliver the failed message even after the STOP command has been sent to the promoter. Users understand and accept that the promoter has no control in this matter. However the promoter will ensure that no NEW premium messages are generated by the promoter after receipt of a valid stop command. All STOP commands are answered by a free text confirming the STOP command and the cancellation of the subscription as explained in the Unsubscribe section of this page.
4.13. For a list of winners please write to the address below or go to the Winners page on this website. No correspondence will be entered into regarding winner’s selection.
4.14. We will endeavour to dispatch the selected prizes within 21 days of contacting each winner. Our helpline is 02035030953. Please call us with any comments you may have regarding our competition. You can also use this number to unsubscribe from the service. Once you stop subscribing by either this method or by sending “STOP” to the billing shortcode, you will not be eligible for any future draws unless you join another of our competition services at a later date.
4.15. The competition is only open to entrants aged 16 years and above. Winners may be asked to provide proof of date of birth before being awarded a prize (Such proof must include birth certificate, passport or driving licence). Winners failing to supply adequate proof of age will forfeit the prize and another winner will be drawn.
4.16. Employees of SB7 Mobile Limited and its associated and contracted companies, their families, individuals monitoring this competition service for or on behalf of mobile network operators or regulators and anyone connected with the provision of this competition, or those ineligible to enter under any other clauses in these terms, may not participate in this competition.
4.17. The promoter reserves the right to modify or discontinue, temporarily or permanently, the services and subscription provided to you.
The below information applies only if the prize is promoted in the competition you have entered. If you are unsure what prize is on offer for the competition service you are participating in, please contact us for clarification. Not ALL prizes are included in ALL competitions but our bonus draws may be offered across all of SB7 Mobile's brands, namely JuicyWin.com, PrizeFun.com, PrizeHook.com & MintedMobi.com. Proof of the prizes can be inspected at the promoter‘s offices by appointment. The current and historic prizes on offer are as follows:
- Weekly Pick Your Prize Draw
- Mini Cooper
- New Apple iPad Air with Wi-Fi 32GB
- XBOX One
- Samsung 3D Television
This competition is completely independent from all brands featured herein. Trademarks, service marks, logos (including without limitation, the individual names of products & retailers) are the property of their respective owners.
The main, weekly prize on offer in all MintedMobi.com competitions is the choice between either £500 cash or a shopping voucher (cash issued in the form of a cheque). This prize draw closes at midday on Friday every week and the new draw entry period commences immediately afterwards.
The below prizes are not currently offered on any MintedMobi.com competitions, however historic entrants to our competition services may still be included in the prize draws for the following:
Weekly pick your Prize Draw
Up to and including the weekly draws of the 21st November 2014, the weekly prize on offer in all MintedMobi.com competitions is the choice between either an Apple iPhone 6 16GB, iPad Air 32GB with Wi-Fi, £500 cash / shopping voucher (cash issued in the form of a cheque). From the weekly draw of the 28th November 2014 the weekly prize on offer in all MintedMobi.com competitions is the choice between either £500 cash or a shopping voucher (cash issued in the form of a cheque).
This competition has now closed at midday on 5th March 2014 and the winner will be contacted in due course. The prize is a Mini Cooper which has a recommended retail value of £14,900. The prize will be made available to drive away from the designated dealer with a '14' plate and road fund disc but does not include insurance or any other associated motoring costs. The promoter reserves the right to replace the advertised model with one of the same or higher value depending on availability when the competition closes. The winner can choose an alternative cash prize of £10,000. The Mini Cooper model shown in our various web promotions is for illustration purposes.
This competition has closed at midday on 29th January 2014. The winner will be contacted in due course.
This competition has now closed at midday on 12th February. The prize is an Xbox One console and the winner will be contacted in due course.
This competition has now closed at midday on the 23rd January 2014. The prize is a Samsung 3D Television and the winner will be contacted in due course.
5.6. In some instances a cash alternative may be offered for the featured prize. Whether this is available, and the amount, will be confirmed once the winner has been contacted by our Quiz Manager.
5.7. In all of the above instances the promoter reserves the right to replace the advertised model with one of the same or higher value depending on availability when the competition closes.
As with the above mentioned prizes, the below information applies only if the bonus draw is promoted in the competition you have entered. Not ALL bonus draws are included in all competitions. The current bonus draws are as follows (Please click the link to find specific Terms & Conditions relating to each draw offered).
6.1.1. When joining a MintedMobi.com competition, each entrant will be included in the next due draw of the weekly £250,000 draw as a complementary offer.
6.1.2. Weekly draw winners will be those players that can match the six number they received for the £250,000 bonus draw when entering this MintedMobi.com competition with those drawn in the Brazilian Mega Sena Lottery draw each SATURDAY at approximately 20:00 UTC - 3hrs. (For the avoidance of doubt, Mega Sena draws held on any other day of the week are not counted.
6.1.3. Users will be assigned six numbers picked from a range of 1 to 60 inclusive. The entries considered for each Saturday's draw will consist of any player who was subscribed to MintedMobi.com for the seven days preceding midday of the Friday before the Saturday draw. For the avoidance of doubt, all entrant will be those who were active subscribers to MintedMobi.com from midday on the Friday 8 days previous to the draw day to midday Friday one day previous to the draw day. (Users sending in a STOP request during the first seven days of subscription and before the first Friday of their subscription, will still be included in the first occurring Friday draw but no further draws. Users subsequently sending in a STOP request to unsubscribe from the competition will not be included in any £250,000 draw from that point on).
6.1.4. If the six numbers which comprise a contestant's entry, match the 6 numbers drawn during the weekly Brazilian Mega Sena draw (the Winning Numbers) the user will qualify for the main prize as scheduled (the main prize is £250,000 and no the stated jackpot of the Mega Sena Lottery game or any other game featured on their website).
6.1.5. It is warranted that the mathematical probability of a winner is not less than 1:50,063,860*. Best endeavours are made to allocate each player with a unique set of six numbers but, as with most other major lottery games, if more than one player matches six numbers in any given week, then the prize is shared between them equally. There are no prizes available for matching anything less than six numbers each week. (*This compares to a 116 million to one chance of winning the Euro Millions draw jackpot or the 14 million to one chance of winning the UK National Lottery).
6.1.6. The results of each weekly draw are posted on this website and can be verified at www.megasena.com
6.1.7. Winners will be contacted within 10 days of the winning draw taking place. Initial contact will be made via the mobile number used to enter the competition, but if that method of contact is unsuccessful further attempts may be made via other contact details that we or our marketing partners may hold. This may include a landline number, email or home address. All contact will be made in accordance with the provisions laid out in the Data Protection Act 1998.
6.1.8. If all reasonable endeavours to contact a winner through the various contact details available to us have been exhausted, subscribers will be able to contact us of their own volition to enquire about winning numbers for a period of six months from the winning draw date. If we are unable to contact a winner (and no contact is made with us) within this six month period, then the prize will be forfeited.
6.1.9. At the sole discrection of MintedMobi.com, any entrant who (according to mobile network operator receipts) has not been successfully billed by any of the competition's weekly premium rate messages for a consistent period of at least six weeks will be deemed to have left the subscription competition and will not be entered into any future £250,000 draw (or the weekly competition prize draw). Winners can also be viewed at www.MintedMobi.com
6.1.10. We reserve the right to offer our £250,000 complementary draw to any and all entrants of our competitions and promotions, including overseas entrants.
6.1.11. The £250,000 Prize Indemnity Insurance is arranged by Sebastian McLean International.
6.2.1. Users are notified that the final MintedMobi £50,000 draw was held at midday on 19th September 2014. No further draws will take place.
6.3.1. The MintedMobi.com £1,000 Instant Win promotion is only open to entrants aged 16 and over, excluding employees of the Promoter and all those professionally associated with this promotion. The promotional mechanic will run from midday each Friday until midday the following Friday.
6.3.2. A new secret MintedMobi.com number is selected each week. There is no charge for players to check to see if their number is the current secret MintedMobi.com £1000 number. Should any entrant match a MintedMobi.com number, then a new number will replace the secret MintedMobi.com number until the next falling Friday at midday where the number will change again as scheduled.
6.3.3. Players can enter by typing in their mobile number on the MintedMobi.com homepage, along with their name and email address. A PIN number will then be sent to the entrant via text in order to confirm that the mobile number is correct. Players must then type the PIN into the indicated panel on the MintedMobi homepage. The secret mobile number will then be checked against the entrant’s number to see if they are a winner.
6.3.4. In the event of a complete match, a winning entrant will be contacted by the promoter within two working days via one or all of the contact details given by the entrant at the start of the entry process. The winner may be asked for proof that they own the winning mobile number and that they are at least 16 years of age. The £1,000 prize will be delivered in the form of a cheque or electronic bank transfer to the winner’s account.
6.3.5. For the avoidance of doubt, there are 11 digits in a standard UK mobile number. To claim the offered prize, a winner must match all eleven digits in the same order that they appear in the secret MintedMobi £1000 number from the leading ‘0’ to the final 11th digit.
6.3.6. The identity of each week’s unclaimed secret MintedMobi.com number is available upon request and subject to a Non-Disclosure Agreement being signed by the person requesting the information. For data protection reasons, we will not be able to release the full drawn number on this website.
6.3.7. By giving your mobile number and email address at the point of entry for this draw, you agree for MintedMobi.com and its managing company to send you occasional emails or texts, notifying you of the latest offers and promotions available from our group. If you ever wish to be removed from any of our email/text broadcasts, you will have a link at the bottom of each email saying 'UNSUBSCRIBE' or call the helpline number included on all texts, or go to the Contact Us page on this website and write UNSUBSCRIBE in the subject box and confirm the email and/or mobile number you would like unsubscribing. Alternatively you can call 02035030953 and give details of the contact information that you would like unsubscribed. Once you do this, you will be removed from future broadcasts.
6.3.8. Players may enter more than one mobile number if they can prove ownership of all numbers. However, players must warrant that any mobile number they enter does not belong to a handset that is predominantly used by someone under the age of 16. The secret MintedMobi.com number changes each week and as such, players may also enter the same number each week.
6.3.9. For your total confidence, the MintedMobi.com £1,000 Instant Win mechanic operates in a secure environment provided by independent technology supplier Monsii Ltd. Each week’s secret MintedMobi.com number is randomly selected from the following mobile telephone number ranges allocated to UK Mobile Network Operators by OFCOM:
07400000000 – 07466999999
07500000000 – 07599999999
07700000000 – 07999999999
6.3.10. Please allow 14 days for delivery of prizes to the given address or account. All prizes are non-transferable and no cash equivalent is available. The Promoter reserves the right at its sole discretion to substitute the prizes with prizes of comparable value if circumstances make this necessary.
6.3.11. By participating, entrants agree to be by bound these terms and conditions. Entry to the promotion is deemed as acceptance of these Terms and Conditions. The Promoter reserves the right at its sole discretion to eliminate or disqualify any entries or entrants that it regards as being in breach of these conditions or the spirit of the promotion or that have arisen from anything other than fair usage.
6.3.12. The Promoter accepts no responsibility for system errors or other issues that may result in disruption to game play or delayed or not received winner notifications. The decision of the Promoter is final and no correspondence will be entered into. Winners’ names and towns or counties will be available on the Winners tab at www.MintedMobi.com as they occur.
6.3.13. The Promoter reserves the right to hold void, terminate or suspend this promotion at any time.
6.3.14. The Promoter reserves the right to offer a chance of entering the same £1,000 Instant Win mechanic and prize to any and all entrants of our competitions and promotions, including overseas entrants where applicable across our other brands including, but not limited to, JuicyWin.com, PrizeFun.com, PrizeHook.com.
6.4.2. For each of your Facebook friends that check their number in the MintedMobi instant £1000 giveaway, we’ll also give you another additional entry into the draw. The more of your friends that visit, the more entries you get! A winner will be drawn at random from all entries on the closing date. This draw closed on 16th October 2013 and a winner will be contacted.
6.4.3. Entry implies acceptance of these Full Terms & Conditions. The winning entry for this draw will be checked to ensure all additional entries are valid before being contacted. A valid entry can only be made by the owner of the mobile number being checked.
6.4.4. This MintedMobi promotion is independent from all brands featured. Trademarks, service marks, logos (including, without limitation, the individual names of products and retailers) are the property of their respective owners. For full details please visit the full Terms and Conditions. MintedMobi is a brand of SB7 Mobile Ltd. PO Box 61735, London, SW1V 1UX. Helpline: 02035030953.
6.4.5. For a list of winners please write to the address below or go to the Winners page on this website. No correspondence will be entered into regarding winner’s selection.
6.4.6. We will endeavour to dispatch the selected prize within 21 days of contacting the winner. Our helpline is 02035030953. Please call us with any comments you may have regarding our competition.
6.4.7. For all of the above, the winner of the competition will be contacted on the number they used to enter the chosen competition, in this instance the number you have checked in the £1000 instant MintedMobi draw. If there is no answer on the first attempt to call, then another attempt to call will be made. If this is still unsuccessful, the prize will be forfeited and the Quiz Manager reserves the right to draw another winner at random. The same contact process will be undertaken until a winner is successfully contacted.
6.4.8. The competition is only open to entrants aged 16 years and above. Winners may be asked to provide proof of date of birth before being awarded a prize (Such proof must include birth certificate, passport or driving licence). Winners failing to supply adequate proof of age will forfeit the prize and another winner will be drawn.
6.4.9. Players may enter more than one mobile number if they can prove ownership of all numbers. However, players must warrant that any mobile number they enter does not belong to a handset that is predominantly used by someone under the age of 16.
6.4.10. Employees of SB7 Mobile Limited and its associated and contracted companies, their families, and anyone connected with the competition, or those ineligible to enter under any other clauses in these terms, may not participate in this competition.
6.4.11. The promoter reserves the right to modify or discontinue, temporarily or permanently, the services provided to you, as well as hold void, terminate or suspend this promotion at any time.
6.4.12. In some instances a cash alternative may be offered for the featured prize. Whether this is available, and the amount, will be confirmed once the winner has been contacted by our Quiz Manager.
6.4.13. By participating, entrants agree to be by bound these terms and conditions. Entry to the promotion is deemed as acceptance of these Terms and Conditions. The Promoter reserves the right at its sole discretion to eliminate or disqualify any entries or entrants that it regards as being in breach of these conditions or the spirit of the promotion or that have arisen from anything other than fair usage.
6.4.14. The Promoter accepts no responsibility for system errors or other issues that may result in disruption to game play or delayed or not received winner notifications.
6.4.15. The decision of the Promoter is final and no correspondence will be entered into.
6.4.16. The Promoter reserves the right to offer a chance of entering the same Facebook sharing iPad Competition and prize to any and all entrants of our competitions and promotions, including overseas entrants where applicable across our other brands including, but not limited to, JuicyWin.com, PrizeFun.com, PrizeHook.com.
If you have downloaded content from the LoadedMobi content club, please click here to view the Full Terms and Conditions
8.1. Winners will be contacted within 10 days of the winning draw taking place. Initial contact will be made via the mobile number used to enter the competition, but if that method of contact is unsuccessful further attempts may be made via other contact details that we or our marketing partners may hold. This may include landline number, email or home address. All contact will be made in accordance with the provisions laid out in the Data Protection Act 1998.
8.2. If all reasonable endeavours to contact a winner through the various contact details available to us have been exhausted, subscribers will be able to contact us of their own volition to enquire about winning numbers for a period of six months from the winning draw date. If we are unable to contact a winner (and no contact is made with us) within this six month period, then the prize will be forfeited.
8.3. At the sole discretion of MintedMobi.com management, any entrant who (according to mobile network operator receipts) has not been successfully billed by any of the competition’s weekly premium rate messages for a consistent period of at least six weeks will be deemed to have left the subscription competition and will not be entered into any future weekly bonus draws, or the weekly competition prize draw. Winners can be viewed on MintedMobi.com
8.4. We reserve the right to offer our complementary prize draws to any and all entrants of our competitions and promotions, including overseas entrants.
9.1. The Liability of the promoter and its managing company shall be limited to the amount of the subscription charges actually paid.
9.2. We shall not be liable:
- for any loss or damage that we could not have reasonably been expected to foresee at the start of the agreement, or for any loss of or corruption to data, systems, equipment, or
- for the actions of any independent third parties in connection with the draw, in particular the determining of the validity of a potential winner and any unforeseen circumstances that may prevent the draw from taking place.
9.3. In respect of any insured prize, the liability of the promoter and its managing company shall be limited to the sums actually recoverable under the applicable insurance policy.
9.4. Nothing in these terms and conditions shall exclude or limit our liability for death or personal injury caused by our negligence.
10.1. By giving us your mobile number and email address, you agree for MintedMobi.com and its managing company to send you either an occasion email or text, notifying you of the latest offers and promotions available from our group. If you ever wish to be removed from any of our email/text broadcasts, you will have a link at the bottom of each email saying ‘UNSUBSCRIBE’ or go to the Contact Us page on our website and complete the web form, putting ‘Unsubscribe from marketing in the message box. Alternatively you can call our helpline on 02035030953. Once you do this, you will be removed from future broadcasts.
10.2. Proof of the prizes can be inspected at the promoters offices by appointment.
MintedMobi.com reserves the right to assign the agreement to and acceptance of these Terms & Conditions, in whole or in part, at any time without notice. The user may not assign any of his/her rights or obligations arising from their agreement to and acceptance of these Terms & Conditions.
The promoter is MintedMobi.com , a brand name of SB7 Mobile, PO Box 61735, London SW1V 1UX, UK. Tel 02035030953.
We aim to meet high standards and our policies and procedures are, therefore, constantly under review. From time to time we may update our Terms & Conditions and Privacy policies to optimise the user experience and to comply with legal and regulatory obligations. Accordingly, we recommend that you check these pages periodically in order to review our current policies.
We always do our best to meet the needs of those who contact us, but we appreciate that sometimes you can find yourself in a situation where you are not happy with the service that has been provided. If you would like to make a complaint regarding the contact you have had with, or the service you have received from us, then this policy sets out the process for you to use.
Any and all complaints will be dealt with appropriately, and will be investigated by a member of staff within the company with sufficient seniority to resolve the issues. While dealing with your complaint we promise to be respectful of you at all times, in turn we expect the same behaviour towards our staff. All customer service calls are recorded and our staff reserve the right to terminate any call in which they feel abused or threatened.
The majority of all complaints can be handled and resolved at the first point of contact, however this is not always possible. We aim to complete all investigations and resolve all complaints within 10 working days of the complaint being made.
How to make a complaint
All complaints can be made by telephone, in person (by appointment), in writing or by email using the below information:
Telephone: 0203 503 0953
Address: SB7 Mobile Ltd Second Floor
66 Wilton Road
For your complaint to be properly registered please provide us with the following information:
- Your full name, preferred contact method, number and email address
- Your postal address, so that communication in writing can be made where necessary
- Full details of the complaint including any dealings you may have had with us, or any of the services we provide. We would suggest you advise of what happened, when it happened, who you dealt with if anyone, what you would like further clarification on, why you think what has happened is wrong and what you would like us to do to put things right.
All of the above information will be kept confidential and private, to be used for the sole purpose of investigating and responding to the complaint made. This information will not be provided to any third parties unless absolutely necessary in order to fully investigate the complaint, by lodging a complaint, you are agreeing that this can occur.
People who can complain
A complaint can be made by either someone who has received services from or relating to SB7 Mobile Ltd, or a representative of the above described service user. Where a representative wishes
to make a complaint on behalf of someone else, they may be required to provide proof that they have the permission of the service user to make the complaint or query on their behalf.
After a complaint has been made
Where a complaint is made in person or over the telephone:
- A written record of the complaint will be made and kept, which can be provided upon request.
- A recording of the phone call will be made where possible
All complaints will receive a response within 1 working day, however if further investigation is necessary before an explanation/resolution can be provided, then we aim to resolve your complaint within 10 working days. In responding to your complaint, we will follow the procedures set out in this policy unless other guidelines are agreed with the complainant, and will ensure that:
- You understand how to progress your complaint and are kept informed of this.
- You are made aware of the outcome of your complaint promptly
- Your complaint and the information you provide to us is treated in confidence
- We will tell you what steps we intend to take to remedy any complaint that is upheld.
Complaints should be made as soon as possible after the incident giving rise to the complaint. We do expect all complaints to be current; however we will accept a historic complaint if we are satisfied that:
- The complainant can give a valid reason for not making the complaint sooner, and
- Despite the delay, it is still possible to investigate the complaint effectively and fairly
It is important for the complainant to be aware that if their complaint involves disputing the use of, or registration to one of our services, they may be required to provide evidence which confirms their claim (E.G. a copy of the mobile phone bill). As with all other personal information, in any instance where the complainant is required to provide additional information or documentation, this will only be used for the sole purpose of investigating and responding to the complaint made, and will be kept confidential and private.
All complainants have the right to refer their complaint on to the appropriate governing body if they are unhappy with the outcome of our investigation, however this referral must be made by the complainant and will not be made by SB7 Mobile Ltd on the complainant’s behalf.
All complainants will be given the opportunity to receive an acknowledgement letter or email upon request. This will discuss not only the complaint itself, but the manner in which the complaint has so far been handled and the period in which the investigation of the complaint is likely to be completed.
Once a complaint has been dealt with
Once investigations have been completed, upon request, a report can be provided which includes:
- A detailed explanation of how the complaint has been considered
- The conclusions reached, including any and all remedial action needed, and
- Confirmation that any action needed has either already been taken or, if not yet taken, the proposed timescale when such action will be completed
A letter/email will be sent to the complainant where necessary, confirming all of the above information and reminding them of their right to take the matter further if they are unhappy with the outcome.
In circumstances where the response/final outcome of the investigation is not ready within 10 working days we will notify the complainant accordingly and explain the reason why.