We value offering a high level of customer service, and want all our customers to be satisfied with the service and equipment we provide.
This guide will explain how to make a complaint and how we will work with you to put things right.
Sometimes you might need to contact us for everyday account and service queries. Below are some useful contacts for our teams who are happy to help you!
- Customer Services: help@siluxmobile.co.uk
- Sales: sales@siluxmobile.co.uk
- Billing /Finance: billing@siluxmobile.co.uk
All teams can be reached on 01246 912 899
When things go wrong
Silux Mobile is a reseller / provider of various Voice, Text and or Data services, delivering Mobile Broadband and or Voice, Text services.
Before we can deliver our various services to you. It would help us to deal with your query to know which of the following best describes you:
- Do you have only a Sim Contract, Month to Month Sim Package or Broadband Contract.
- If Broadband, what package do you have ? Premium (5G) or Lite (4G) and what are you using it for ? Namely; YouTube, Streaming such as Netflix, or Email
How to get in touch:
- Call our Customer Operations Team on 01246 912 899– please go to siluxmobile.co.uk/support to find out when we’re available
- Email us – help@siluxmobile.co.uk – we will acknowledge your email and give you a case reference number, if required.
- Write to us – Silux Mobile Customer Relations, 13 Prospect House, Colliery Close, Staveley, Chesterfield, S43 3QE.
What we need from you:
- Your name
- Address
- Contact number
- Customer account number
- An overview of what has gone wrong – please give as much detail as possible
How we will handle your complaint
There are two different types of issues which we can help resolve:
- Service complaints – You are already a customer, and something has gone wrong with your live Silux Mobile Sim or Broadband package or you have another problem with your customer account; or you have placed an order and there is an issue with your setup. – We aim to resolve all service complaints arising after your service has gone live within 7 days of the case being opened
- Non-service complaints – You are waiting for our network to be built to your community, or you have a general query regarding Silux Mobile’s network.
- We shall endeavour to resolve non-service complaints within 28 days however this may not always be possible.
All complaints follow the below steps:
We will acknowledge your complaint within 3 working days and get started on finding a solution.
If we can’t fix the problem straight away, we will investigate your issue with the wider Silux Mobile team.
We will try to find a way to resolve your issue, as soon as possible. Hopefully this won’t take long, but in more complex cases, we may need some time to work on a solution. We will keep in touch with you throughout the process and once we have investigated, we will tell you how we propose to resolve your complaint.
You can escalate any time, but we would appreciate the opportunity to make it better before you do. If you feel your issue has not been handled well or you don’t agree with the solution we propose, you can escalate your complaint to our Director’s Office, who will have another look.
- You can reach our Director’s Office by emailing thedirectors@siluxmobile.co.uk
- The director’s office will acknowledge your complaint within 3 working days.
- You will be assigned a complaint officer as your dedicated contact
If you have a service complaint and have exhausted the complaints process and remain unhappy.
For complaints about your mobile broadband service or where you have placed an order for our service, you may engage the independent alternative dispute resolution scheme provided by Ombudsman Services. They can only
help residential and small business customers. If your complaint is for a non-service issue or you employ more than 10 people, you cannot use their service.
If you qualify, they will help you when:
- You have followed our complaints code of practice in full; and
- Your complaint has been ongoing for 8 weeks and no resolution has been agreed
or
- We have told you we cannot take your complaint any further and we have reached deadlock (which we confirm in writing)
Ombudsman Services can be found at
Ombudsman Services: Communications, P.O. Box 730, Warrington, WA4 6WU
Phone: 0330 440 1614
Email: enquiry@ombudsman-services.org
Please Note:
We follow the Ofcom Approved Complaints Code (OACC) when dealing with complaints from our
customers. You can access the OACC here: Ofcom Codes of Practice*
All complaints made to Silux Mobile must follow the above steps. Please be aware, should your case not have followed the above steps, you may guided back to the start.
*www.ofcom.org.uk/phones-telecoms-and-internet/information-for-industry/codes-of-practice*
