Complaints policy

At Meelie Mobile, customer satisfaction is of the utmost importance to us.

1. Purpose and Scope

At Meelie Mobile, we aim to provide high-quality products and excellent customer service.
This complaints procedure explains how customers can raise concerns or complaints about the sale of goods, such as mobile phones, tablets, etc purchased from us.

Our goal is that our customers are delighted with everything we do.

This policy applies to:

Products purchased directly from Meelie Mobile (in-store, online, or by phone).
Issues relating to the quality, description, or fitness of goods.
Complaints about delivery, returns, refunds, or customer service.

It does not cover:

Issues relating to airtime, network coverage, or mobile contracts provided by third parties.
Services or software provided by other companies (e.g., manufacturers, network providers).

2. Our Commitment

We take all complaints seriously and will:

Handle all complaints fairly, courteously, and promptly.
Aim to resolve complaints at the earliest opportunity.
Keep customers informed throughout the process.
Use feedback to improve our products and services.

3. How to Make a Complaint

Customers can contact us in the following ways:

By email:

sales@meeliemobile.com

By post:
Meelie Mobile Customer Services
Holditch House
Newcastle-Under-Lyme
Staffordshire
ST5 9JA

Please include the following:

Your full name and contact details.
Order number or proof of purchase.
A clear description of the issue.
What outcome you would like (e.g., refund, repair, replacement).

4. What Happens Next

Step 1 – Acknowledgement

Action: We will acknowledge your complaint in writing (email or post) and provide a reference number.

Timescale: Within 3 working days

Step 2 – Investigation

Action: A member of our Customer Service Team will investigate your complaint, reviewing your order, correspondence, and any evidence provided.

Timescale: Within 7 working days

Step 3 – Response

Action: We will issue a written response outlining our findings and any proposed resolution (e.g. refund, replacement, repair if applicable).

Timescale: Within 14 working days from receipt

Step 4 – Escalation

Action: If you are unhappy with our decision, you can request an escalation to our Customer Service or E-Commerce Manager for review.

Timescale: Within 5 working days of your request

5. Possible Outcomes

Depending on the circumstances, we may offer:

A full or partial refund.
A replacement or repair.
An explanation or apology where appropriate.
Recommendations to prevent recurrence.

6. Alternative Dispute Resolution (ADR)

Meelie Mobile is committed to resolving complaints directly with our customers.
As we do not provide electronic communications services (ECS), we are not currently required to be a member of a Communications ADR scheme (such as the Communications Ombudsman or CISAS).

However, if a complaint remains unresolved after our internal process is complete, you may choose to refer it to a certified ADR provider that handles consumer goods disputes, such as:

RetailADR

Website: www.retailadr.org.uk
Email: enquiries@cdrl.org.uk
Phone: 0203 540 8063

Where we have provided a resolution that complies with our legal responsibilities we will not enter into ADR.

7. Your Legal Rights

This procedure does not affect your statutory rights under the Consumer Rights Act 2015.
You are entitled to goods that are:

As described,
Of satisfactory quality, and
Fit for purpose.

If goods are faulty, you may be entitled to a repair, replacement, or refund depending on when the issue occurs.

If you need free, practical and impartial advice on how to resolve your consumer problem you can us:

Citizens Advice Consumer Service

Website: www.citizensadvice.org.uk/consumer/
Phone: 0808 223 1133

8. Record Keeping

We keep records of all complaints and outcomes for a minimum of 12 months to monitor trends and improve our customer service.

9. Review

This procedure will be reviewed periodically and may be amended without notice.

Last Update: 20/10/2025 (or