1. What this policy covers
This process covers complaints about Chuku Offer, its website content, handling of an enquiry, privacy practices or accessibility. It does not allow us to decide a dispute with a mobile network provider.
2. How to complain
Email info@chukuoffer.online with “Complaint” in the subject line, or call 0330 520 2217. Include your name, preferred contact method, the relevant page or interaction, what happened and the outcome you are seeking.
3. Acknowledgement
We aim to acknowledge a complaint within three business days. If more information is needed, we will explain what is required.
4. Review and response
A person with suitable responsibility will review available records and the points raised. We aim to provide a substantive response within 15 business days. Complex matters may take longer; if so, we will provide an update and a revised target.
5. Escalation
If you remain dissatisfied, reply within 20 business days and request an internal review. Where a complaint concerns personal data, you may also have the right to complain to the UK Information Commissioner’s Office.
6. Provider complaints
Billing, coverage, cancellation, number transfer and account complaints about a mobile provider must be raised with that provider through its official complaints process. Chuku Offer is not an alternative dispute-resolution body for network services.
7. Records and fairness
Complaint records may be retained for accountability, legal and service-improvement purposes. Raising a complaint will not affect your ability to use the public information on the website.