Complaints policy

1. Purpose

At Boshhh, we are committed to delivering exceptional service and ensuring customer satisfaction. This policy outlines our approach to handling complaints in a fair, transparent, and timely manner, in compliance with the Financial Conduct Authority (FCA) regulations.

2. Scope

This policy applies to all complaints related to Boshhh’s products and services, including but not limited to billing, customer service, credit score updates, and cellular connectivity. Complaints may be raised by any customer or stakeholder.

3. How to Lodge a Complaint

We will accommodate complaints through the following channels, plus any other mechanism to accommodate special consumer requirements:

Email: support@boshhh.com
Phone: Call our customer service line at 03333 444415 during business hours
Online: Submit your complaint via the complaints form on our website boshhh.com (see “Contact Us”)
Social Media: Trustpilot, Facebook
Webchat (Intercom): Engage directly from our App

When lodging a complaint, please provide the following information:
Your full name and contact details
A detailed description of the issue
Any relevant documentation or evidence
The date the issue occurred

4. Complaint Handling Process

Step 1: Acknowledgment
All complaints will be acknowledged within 24 hours (or within 2 business days if submitted outside business hours).
Customers will receive confirmation of receipt and an estimated resolution timeline.

Step 2: Logging & Categorisation
Complaints will be recorded in our Complaint Management System (ZoHo), including:

• Customer details and account number (if applicable)

• Nature of the complaint with as much detail as possible

• Date of complaint

• Interaction details (call, email, intercom, etc.)

• Supporting documents (if any)

Complaints will be categorised as follows:

• Product Issues: SIM not delivered, SIM not working, incorrect bundle, service/app/website issues

• Interaction Issues: Poor customer service, delayed response, incorrect information provided

• Billing Issues: Incorrect charges, discrepancies in invoicing, refund issues

• Other: Any other complaints not covered above

  
  

Step 3: Investigation & Resolution
The assigned Customer Service or Collections agent will investigate the complaint, gathering all necessary details, including the customer’s history, service records, SIM usage, and payment history.

Possible resolutions may include:

• Refunds or credits to future invoicing

• Apology and assurance of service improvement

• Corrective actions or escalation to relevant teams

• Further investigation for complex issues

If resolved within 24 hours, the customer will be informed immediately. If further investigation is required, updates will be provided regularly.

Step 4: Escalation Process
If a complaint remains unresolved or the customer is dissatisfied with the resolution:

• Escalation Level 1: Complaint is reviewed by the Customer Service Manager within 3 working days.

• Escalation Level 2: If still unresolved, the Head of Department will review the case and provide a final resolution within 3 additional business days.

• If a customer remains dissatisfied, they may request further escalation or seek external dispute resolution.

  
  

Step 5: Final Resolution & Feedback
Final resolution will be delivered to the consumer within 8 weeks of the complaint being raised. If exceptional circumstances arise that prevent this, a full written explanation will be provided to the consumer.

The final resolution will be communicated to the customer along with any corrective actions taken.
Feedback will be reviewed to identify trends and areas for service improvement.

5. Responsibilities

• Customer Service Team: First point of contact, responsible for logging, acknowledging, and attempting to resolve complaints.

• Customer Service Manager: Investigates escalated complaints and ensures proper resolution.

• Head of Department: Oversees the complaint resolution process and handles further escalations.

• Head of Compliance: Oversees complaint policy structures and adherence to regulatory and legislative requirements.

6. Timescales for Resolution

• Expression of Dissatisfaction (EOD): Acknowledged immediately and resolved within 24 hours.

• Level 1 Complaints: Resolved within 3 working days. If further investigation is required, the customer will be notified in writing.

• Complex Cases: A final response will be sent no later than 4 weeks from when the complaint was initially raised.

• External Referral: If unresolved within 8 weeks, the customer may refer the complaint to an external ombudsman or regulatory body.

7. Record Keeping & Compliance

All complaints and resolutions will be documented and retained for a minimum of 6 years.
Complaint records will be reviewed monthly for trend analysis and process improvements.

8. Confidentiality & Data Protection

Complaints and customer data will be handled in accordance with our Privacy Policy and the UK GDPR.
Information will only be shared with those directly involved in the resolution process.

9. Continuous Improvement

We use complaint data to improve services and processes.
Monthly reports will be reviewed to address recurring issues.
Regular training will be provided to ensure compliance with FCA regulations.

10. Dispute Resolution

Where a complaint is raised to Boshhh, but a customer remains dissatisfied with a final response, or, if a final response is not received within 8 weeks of the complaint being raised, clients may raise a complaint to the OFCOM-approved CISAS (Communication & Internet Services Adjudication Scheme), of which Boshhh is a member:
https://www.cedr.com/consumer/cisas/overview/

11. Review & Updates

This policy will be reviewed annually or as required to ensure compliance with FCA guidelines and best practices.

Contact Us

For any queries related to this policy, contact us at support@boshhh.com.