This Code describes the procedures for the handling of complaints made by customers of To The Moon Mobile (“customers” or “you”). We endeavour to ensure that all complaints are resolved to your satisfaction in a timely manner.
Please contact us if you have a complaint or query. You can contact us in the following ways:
We will work closely with you to resolve any disputes that may arise. In particular, we will take the following steps:
To The Moon Mobile is a member of an approved Alternate Dispute Resolution (ADR) Scheme, operated by the Communication & Internet Services Adjudication Scheme (CISAS).
If (a) we have not resolved your complaint within 8 weeks of you contacting us, or (b) you are not satisfied with the outcome of any complaint process, and you let us know you are not satisfied, we will send you an ADR letter, by post or email. Once you receive your ADR letter, you may refer the dispute to CISAS. To contact CISAS, please visit their website at https://www.cedr.com/consumer/cisas/ or call on 020 7520 3814
You are entitled to use the CISAS ADR Scheme free of charge.
CISAS is independent of To The Moon Mobile.
Please contact us using the contact details at the beginning of this Code if you would like us to send you a copy.