Our Commitment to Service Excellence
At TravelSIM Compass, we strive to provide accurate, unbiased information and helpful guidance for your travel connectivity needs. We understand that occasionally, issues may arise or expectations may not be fully met. This policy outlines our commitment to resolving any complaints fairly, efficiently, and transparently, ensuring your experience with our platform remains positive.
We value your feedback, as it helps us to continuously improve our services and the quality of the information we provide. Please read through our complaints and escalation procedure carefully to understand how we handle and resolve concerns.
How to File a Complaint
If you encounter an issue or have a concern regarding our services, the information we provide, or your interaction with TravelSIM Compass, please follow these steps to file a formal complaint:
- Gather Information: Before contacting us, please compile all relevant details pertaining to your complaint. This includes, but is not limited to, the date of the incident, any specific articles or recommendations you are referring to, and the precise nature of the problem.
- Initial Contact: Send an email to our dedicated support team at [email protected].
- Include Essential Details: To help us process your complaint swiftly, please ensure your email includes the following information:
- Enquiry Reference (if applicable): If you have previously contacted us about this issue, please provide any reference number you received.
- Date of Contact: The specific date(s) on which the issue occurred or when you first attempted to resolve it.
- Detailed Description of the Issue: Clearly and concisely explain the problem you've encountered. Provide as much detail as possible, including what happened, what you expected to happen, and how you believe the issue should be resolved.
Providing comprehensive details at the initial stage allows us to investigate thoroughly and efficiently, leading to a quicker resolution.
Response Timelines
We are committed to addressing your concerns promptly. Our standard response timelines are as follows:
- Acknowledgement of Complaint
- You will receive an automated or personal acknowledgement of your complaint via email within 2 business days of us receiving your communication. This acknowledgement will confirm that your complaint has been logged and is under review.
- Resolution Aim
- We aim to thoroughly investigate and resolve your complaint within 10 business days from the date of acknowledgement. For complex issues that require more extensive investigation, we may need additional time. In such cases, we will keep you informed of the progress and provide an updated estimated resolution timeframe.
We will communicate our findings and proposed resolution directly to the email address from which the complaint was initiated.
Escalation Process
If, after receiving our initial response and proposed resolution, you remain unsatisfied with the outcome, you have the option to escalate your complaint. We encourage you to first review our initial response carefully and communicate any specific points of dissatisfaction.
To escalate a complaint:
- Submit an Escalation Request: Send a new email to [email protected].
- Subject Line: Ensure the subject line clearly states "Escalation - [Your Original Complaint Reference]". If you do not have a reference, please state "Escalation - [Your Name / Brief Issue Summary]".
- Explain Your Dissatisfaction: In the body of the email, clearly articulate why you are dissatisfied with the previous resolution. Please refer to our initial response and explain what specific aspects you believe remain unresolved or were not adequately addressed.
- Propose Desired Outcome: Reiterate what resolution you are seeking.
Upon receiving an escalation request, your complaint will be reviewed by a senior member of our team who was not involved in the initial handling of the issue. They will conduct an independent review of your complaint and our previous correspondence. We aim to provide a final response to escalated complaints within a further 10 business days.
What Falls Outside Complaint Scope
While we endeavour to assist our users with their travel connectivity queries, it's important to understand the boundaries of our complaints process. TravelSIM Compass provides independent reviews, analysis, and planning resources. We do not directly sell eSIMs or provide cellular network services ourselves.
Therefore, issues that fall outside the scope of our direct responsibility and cannot be formally handled through this complaints process include:
- Problems with Third-Party eSIM Providers: This includes issues such as failed eSIM activation, poor network coverage, unexpected charges from an eSIM provider, data speed problems, or any technical difficulties directly related to a service purchased from a third-party eSIM vendor that we may have reviewed or recommended. For these issues, you must contact the specific eSIM provider directly.
- Device Compatibility Issues: Problems arising from your personal device's compatibility with eSIM technology or specific network bands.
- Network Operator Issues: General network outages, service disruptions, or quality of service issues experienced with any mobile network operator.
- Pricing Changes: Unannounced or unexpected pricing changes made by third-party eSIM providers or network operators. While we strive to keep our information updated, pricing can be dynamic and is ultimately controlled by the service provider.
- Personal Opinions or Preferences: Disagreement with subjective aspects of our reviews or recommendations based purely on personal preference, without a factual basis for complaint.