Customer Complaints Code

At Samba Communications Limited we take customer service very seriously but, despite our best endeavours, occasionally things can go wrong. If you are unhappy with the level of service which you have received, please let us know and we will try to resolve the matter quickly and to your satisfaction.

PURPOSE OF THIS CODE

The purpose of this code is to let inform you of our internal complaints procedures and to let you know what further steps are available if you believe your complaint has not been dealt with satisfactorily.

INTERNAL COMPLAINTS PROCEDURE

If you would like to make a complaint please contact a member of our customer service team using one of the following methods. To enable us to deal with your complaint as effectively as possible, please ensure that you quote your customer account number in all correspondence.

  1. Email:support.sambamobile.com
  2. Text: 07581 472199
  3. Post: Unit 1, 14 Weller Street, London SE1 1QU

Where you contact us by email or Text, your complaint will be acknowledged within 2 working days. This acknowledgement will state when a full response can be expected to the complaint, if appropriate.

If you are not satisfied with the way in which we have handled your complaint, please ask to speak to the manager of the customer service team who will review your case.

ALTERNATIVE DISPUTE RESOLUTION ARRANGEMENTS

We hope it won't come to this but if, after speaking to the customer services manager, you are still unsatisfied with our response you can request that we issue a written Deadlock Letter. This Deadlock Letter will set out our position in writing and will provide you with details of the alternative dispute resolution process through which your complaint will be independently reviewed.