Our Commitment to You:
Customer care is a top priority for us at The Big Phone Store, hence why we work hard to provide reliability, transparency, and fairness. This is why the majority of our customers are pleased with their experience. However, on the rare occasion that something does go wrong, this policy will outline how you can raise a complaint, how we will investigate it, and what you can expect from us during the complaints process.
Every complaint is reviewed with the facts present, treated fairly, objectively, and with integrity.
Customer service.
If you are experiencing an issue with any aspect of our services or products, please get in touch with our customer service team.
You can do this by:
- Email: info@thebigphonestore.co.uk
- Telephone: 01902 256 300
- WhatsApp: 07708 883000
When contacting, please include as much information about your issue as possible, as this will aid in resolving your issue quicker.
Please include:
- Your full name
- Order number or reference
- The device(s) involved
- A clear description of the issue you are facing
- Any other relevant dates, photos, or supporting information
Once in touch, our customer service team will review your complaint and aim to resolve it as quickly as possible. In the case that additional information from other departments is required, it may take 24-72 hours until a full response is provided.
Maintaining Transparency and Records:
To ensure fairness and clarity during investigation, we strongly advise complaints to be made in writing. This allows for an accurate record to be kept of what has been raised and how it has been addressed.
We keep a record of all complaints and outcomes as per our compliance obligations and quality standards. This allows us to ensure consistency and accountability in how our complaints are handled, as well as protecting both you and us.
2. Escalating a Complaint – Management Review:
Not satisfied with the response by customer service? You may request your complaint to be escalated to management. Inform our customer service team that you wish to escalate your complaint and they will provide you with the email address of a relevant manager.
Please note, escalation to a manager can only be done in writing. Managers cannot be contacted by telephone, in person, or via social media. The escalation must be submitted and will be kept in writing to ensure an accurate record for both parties.
In your escalation email, please ensure that you:
- State that this is a complaint being escalated
- Set out the facts of what has happened in a clear, structured, and legible way
- Include all the necessary, relevant, and supporting evidence
- Avoid hearsay wherever possible
Ensure you provide complete and factual information so we can conduct a thorough and fair investigation. Our ultimate aim is to help you fairly and to resolve your issue as quick as possible.
The Management Investigation Process:
Once your complaint has been escalated, a manager will carry out a full and independent review of the complaint.
Our managers work remotely and independently of day-to-day customer service handling, so please allow them time to review the information you have provided.
They will review your complaint and conduct a full and thorough investigation.
No decisions will be made on assumptions, opinions, beliefs or unsupported claims, so please provide substantial evidence wherever possible.
A full investigation can take between 14-28 days, depending on the complexity of the case. Once an investigation has been concluded, you will receive a written response providing our findings and decision.
This written response normally indicates our final position on the matter.
Not Satisfied With The Final Response?
If you remain unhappy with the final decision given, you may choose to seek independent advice or support from either:
- Your local Trading Standards office
- The Citizens Advice Bureau
We are open and cooperative with both organisations, and are more than willing to engage fully with any reasonable enquiries they make.
We are empathetic and understanding to the fact that complaints can be frustrating, and understand you may be feeling upset. We will always listen to what you have to say and will do our utmost to resolve the issue for you, but we will not tolerate abusive behaviour. We have an expectation for all interactions to be conducted respectfully.
Abusive behaviour examples that we do not tolerate include, but are not limited to:
- Aggressive or threatening language
- Harassment or intimidation
- Discriminatory or offensive remarks
If a customer behaves abusively towards our staff, we reserve the right to immediately cease communication, without warning. This does not affect your statutory rights, but it protects our staff.
Our Values:
We operate with fairness, honesty, and accountability. Every complaint is reviewed carefully, recorded properly, and handled with professionalism. Our aim is always to reach a fair outcome based on the facts available.
Frequently Asked Questions (FAQ's)
You can raise a complaint by contacting our Customer Service team by email at info@thebigphonestore.co.uk or by phone number 01902 256 300. We recommend emailing so there is a clear written record.
Customer service will answer you soon as possible, with most cases resolved in 24-28 hours. Some cases may take longer if additional checks are required, but we’ll keep you informed.
If you’re not satisfied, you can ask for your complaint to be escalated to a manager. This must be done in writing via Customer Service.
No. Managers are not available by phone, in person, or on social media. All escalated complaints are handled by email only, which a manager will review and investigate to ensure fairness and accurate records.
A full management investigation usually takes 14–28 days, depending on the complexity of the issue.
Decisions are based on verifiable facts and evidence, including the information you provide and our internal records. We can’t make decisions based on assumptions or unsupported claims.
In most cases, yes. You’ll receive a written final response once the investigation is complete.
You can seek independent advice from Citizens Advice or Trading Standards, who can review the matter independently.
While you can contact us by phone initially, written complaints are strongly encouraged. This helps ensure clarity, consistency, and fairness for everyone.
Yes. All complaints and outcomes are recorded in line with our compliance and quality standards.
If you have any questions about this policy, please contact our Customer Service team.
The Big Phone Store
Units 3–5, Wednesfield Business Park
Waddensbrook Lane
Wolverhampton, WV11 3SF
