Complaints Policy

Travel eSIMple is committed to providing a high-quality, accurate, and user-friendly service. We recognise, however, that things can sometimes go wrong. We take all complaints seriously and view them as an opportunity to improve our service and address any shortcomings promptly and fairly.

This Complaints Policy sets out how you can make a complaint, what you can expect from us in response, and what options are available to you if you are not satisfied with our resolution. Our complaints handling process is designed to be straightforward, transparent, and accessible to all users.

This policy covers complaints about Travel eSIMple's website, content, commercial practices, and data handling. It does not cover complaints about eSIM providers whose products are featured on our platform — complaints about a specific eSIM plan or provider should be directed to the provider in the first instance.

All complaints should be submitted in writing to ensure they can be properly recorded, investigated, and tracked. You can make a complaint by:

We prefer to receive complaints by email as this creates a clear written record and enables us to respond fully and in writing. You can also write to us at our registered address, details of which are available on our website.

To help us investigate and resolve your complaint as efficiently as possible, please include the following information in your complaint:

• Your name and contact details (email address is sufficient for us to respond);
• A clear description of the issue, including what happened, when it occurred, and how it has affected you;
• The URL or page on our website to which the complaint relates, if applicable;
• Any relevant evidence you can provide, such as screenshots, order references, or correspondence;
• What outcome you are seeking, for example a correction to content, a data subject rights response, or an explanation of our decision.

Providing full information at the outset will help us to avoid unnecessary delays. If we need further information, we will contact you promptly.

Our complaint handling process operates as follows:

We aim to resolve all complaints fairly and proportionately. Where a complaint discloses an error in our content, we will correct it promptly. Where a complaint relates to our data practices, we will also treat it as a data subject rights request and respond accordingly under the UK GDPR timeline.

If you are not satisfied with our initial response, you may request that your complaint is escalated for review by a senior member of our team. Please indicate clearly in your follow-up email that you wish to escalate your complaint, and explain why you are dissatisfied with our initial response.

We will acknowledge your escalation request within 3 business days and provide a final written response within 20 business days of the escalation request.

Our final written response constitutes the conclusion of our internal complaints process. If you remain dissatisfied after receiving our final response, you may refer your complaint to an appropriate external body as set out below.

If your complaint is not resolved to your satisfaction through our internal process, you have the right to refer your complaint to an appropriate external body, depending on the nature of the complaint:

We review our complaints handling process at least annually to assess its effectiveness and identify opportunities for improvement. As part of our annual review, we consider:

• The volume and nature of complaints received during the year;
• The timeliness and quality of our responses;
• Whether any patterns or recurring issues have been identified that require systemic change;
• Whether this policy remains current and compliant with applicable law and regulatory guidance.

This policy was last reviewed and updated in March 2025 and will next be reviewed no later than March 2026.