Once you’ve bought your device, you’ll want to stay mobile. This is where Phones 4u Care comes in…
If your device isn’t working correctly, or it’s damaged, please call 0333 222 6730* and we'll sort it out for you..
- damage
- breakdown
If we need to replace your device when you claim you’ll receive a replacement, which is either the same make and model or of an equivalent specification. Unfortunately we can’t guarantee the colour of the replacement, and the replacement may come from grade A refurbished stock.
The policy doesn’t cover:
- loss or theft
- cosmetic damage
- damage you’ve caused deliberately
- any content or data on your phone
- if you make a claim for damage, you’ll need to pay the £50 excess.
- if you make a claim for breakdown, you’ll need to pay the £25 excess.
Should there ever be an occasion when you feel that we have not provided you with a satisfactory level of service, we would like you to tell us so that we can sort out the problem. We will do everything possible to ensure that your query or complaint is dealt with promptly. The easiest way to contact us is to call Customer Relations on 0333 222 6730*, or by email to relations@policyadmin.co.uk
Alternatively, you can write to us at the following address, quoting your policy reference number in all correspondence:
Customer Relations Department, Policy Administration Services Ltd, PO Box 99, Blyth NE24 9DN
If you remain dissatisfied, you can, within 6 months of our final decision, refer your complaint free of charge for an independent assessment to:
The Financial Ombudsman Service
Exchange Tower
London E14 9SR
Telephone: 0800 023 4567 / 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
Web: financial-ombudsman.org.uk
*Call charges will vary depending on your provider. Calls to 03 numbers cost the same as a national rate call to an 01 or 02 number and are included in free call packages and your inclusive mobile phone minutes. If you are unsure of your call charges we recommend contacting your provider before calling us. Calls may be recorded or monitored for Training/Customer Services purposes and/or the prevention or detection of crime. Details correct at time of creation.
Policy Administration Services Limited, a Phones 4u group company. Registered in England No. 3907386. Registered Office: Central Square, 8th Floor 29 Wellington Street, Leeds, LS1 4DL. Policy Administration Services Limited (FRN 307406) is authorised and regulated by the Financial Conduct Authority.