Complaints process

1. How to complain

Email info@shadzmobz.online with “Complaint” in the subject. Include your name, contact details, relevant date, what happened, any supporting information and the outcome you would like.

2. Our response targets

• Acknowledge the complaint within 2 business days.
• Provide a substantive response within 10 business days where reasonably possible.
• Tell you if more information or additional investigation time is needed.

3. What we can investigate

• Accuracy or clarity of website content.
• How our staff handled a comparison enquiry.
• Commercial disclosure and comparison methodology.
• Privacy, accessibility and communication concerns.

4. Provider complaints

We cannot decide a complaint about a provider's network, bill, contract, credit decision, cancellation or customer support. Send that complaint to the provider named on the relevant contract. We can correct our own information if it contributed to confusion.

5. Review

If you disagree with our first response, reply within 20 business days and explain the points you want reviewed. A person not responsible for the original response will review the matter where practical.

6. Privacy complaints

You may also complain to the UK Information Commissioner's Office about personal-data handling. Mandatory external rights are not limited by this process.