Complaints Procedure
Last updated: 20 August 2026. We take complaints seriously and aim to resolve them fairly and promptly.
1. What this covers
This procedure covers complaints about the service provided by Thornfield SIM (operated by Corvan Mobile) — for example, the advice given on a call, how a call was handled, or a concern about how your data was used. It does not cover complaints about your ongoing mobile service once you've switched to a network provider; those should be raised directly with that provider, who will have their own complaints process.
2. How to raise a complaint
- Call us on 0330 059 9027 and ask to raise a complaint, or
- Email us via the address on our Contact page with the details of your concern, including the approximate date and time of the call in question if relevant.
3. What happens next
| Step | Typical timeframe |
|---|---|
| Acknowledgement of your complaint | Within 3 working days |
| Investigation, including review of any call recording | Within 10 working days |
| Written outcome and, where applicable, next steps | Within 21 working days of your original complaint |
If a complaint is complex and needs longer, we'll let you know and give a revised timeframe.
4. If you're not satisfied with our response
If you remain unhappy after our final response, you may be able to refer certain types of complaint to an independent body, depending on the nature of the issue — for example, the Information Commissioner's Office (ico.org.uk) for data protection concerns, or the Advertising Standards Authority (asa.org.uk) for concerns about our advertising.
5. Contact
See our Contact page for current phone and email details.