Customer Code of Practice

Last updated June 2025. 

1. Purpose and Scope 

The Customer Services Team at Sumosim Ltd (“SumoSim”) is dedicated to resolving customer complaints efficiently, fairly, and respectfully. This commitment is supported by a clear Code of Practice designed to guide both customers and SumoSim through the complaint handling process. 

This Code of Practice aims to provide transparency about how SumoSim manages complaints and outlines the steps involved in resolving them. It also sets out the minimum standards we follow when addressing customer concerns. 

Throughout this document, the term “Customer” may also be referred to as “you” or “your.” 

2. Changes to the Code 

Any updates to SumoSim’s Code of Practice will comply with regulatory requirements set by the Office of Communications (Ofcom). The current version of this Code, along with any revisions, will be made available on SumoSim’s website. You may also request a free printed copy at any time, and we will provide it at no charge. 

3. Making a Complaint 

We offer up to three stages to help resolve any complaint you may have. 

3.1 Initial Contact 
Start by reaching out to our Customer Care team, who will address your query and work towards a resolution. You can contact Customer Care through our website. 
If you’re not satisfied with the outcome, you can ask for your issue to be escalated beyond the first level of support. 
The escalation team will collaborate with the relevant technical departments to resolve your issue. If you are happy with their response, we will close your complaint. 

3.2 Formal Complaint 
If you remain dissatisfied, you can submit a formal complaint to our Complaints Team. 

3.3 Communications Ombudsman

We strive to resolve every customer issue quickly, fairly, and efficiently. However, if you are not satisfied with the final decision from our Complaints Team, you have the right to escalate your complaint to an Alternative Dispute Resolution (ADR) scheme. SumoSim is a member of the Communications Ombudsman, an independent ADR service. 

Communications Ombudsman operates independently from SumoSim and provides a free service to customers. You can only access Communications Ombudsman if at least eight (8) weeks have passed since you first raised your complaint with us, and if you have not received a resolution or are unhappy with the proposed outcome. 

When contacting Communications Ombudsman, please provide all relevant information, including your complaint reference numbers and any supporting evidence, to help them review your case effectively. 

For further details on how Communications Ombudsman handles complaints, please visit their website. 

Communications Ombudsman 

Tel: 0330 440 1614

Email: enquiry@commsombudsman.org

Post: Communications Ombudsman, P.O. Box 730, Warrington WA4 6WU

4. Complaint Stages 

The customer complaint handling process at SumoSim follows these stages: 

Receipt of the Customer complaint 

Acknowledgement of the Customer complaint 

Investigation of the Customer complaint 

Notification of resolution of the Customer complaint 

Internal escalation of the Customer complaint (where necessary) 

5. Complaint Types 

The primary types of Complaints are mentioned below: 

Subscriptions & Payments 

Network Quality 

Roaming 

Other 

Before submitting a complaint, to help our Customer Services Team resolve it quickly, please identify the type of complaint you wish to make and have detailed information ready to share with the team. 

6. Timescales to Respond 

SumoSim aims to resolve customer complaints within the following target timeframes: 

For straightforward issues, we strive to respond within approximately 5 business days. For more complex or technical matters, the investigation and response may take up to 6 weeks. 

 7. Progress Updates 

Our Customer Services Team will keep you informed with regular updates on the status of your complaint investigation. If we are unable to resolve your complaint within the target timeframe, we will notify you of any revised timescales. 

8. Goodwill Guarantee Scheme 

SumoSim strives to respond to and resolve all customer complaints within the specified timescales. However, if this isn’t possible, the Customer Services Team may, on a case-by-case basis, offer a refund to your account as a goodwill gesture. Any other forms of compensation will be considered at the discretion of the Customer Services Team. 

9. Complaint Tracking 

SumoSim will ensure that all Customer complaints can be easily tracked to ensure traceability of all actions taken regarding a specific Customer complaint. The Customer Services Team will assign to your complaint a Unique Reference Number (URN). When making a complaint, SumoSim will advise you of the URN. Customers are advised to refer to their URN in all communications with the Customer Services Team.