How to File a Complaint

If you have a complaint about our information, advice, or the overall service experience, please follow these steps to ensure your concerns are accurately recorded and addressed. Providing comprehensive details upfront helps us to investigate and resolve your issue more efficiently.

1

Identify the Issue Clearly

Before contacting us, take a moment to clearly define the problem. What aspect of our service or information did not meet your expectations? Be specific about the dates, times, and particular advice or resources involved.

2

Gather Relevant Information

Collect any supporting details, such as the inquiry reference number if you had a previous interaction, the date you contacted us, and any specific URLs or document names related to the advice you received.

3

Compose Your Complaint Email

Draft an email detailing your complaint. Please include the following essential information:

Your Full Name and Contact Information: So we can reach you.
Inquiry Reference (if applicable): Any prior communication identifiers.
Date of Initial Contact/Service Interaction: When the issue first arose or when you received the service in question.
Clear Description of the Problem: Explain what happened, what specific advice or information was problematic, and why it caused an issue.
Desired Outcome: What resolution are you seeking? (e.g., clarification, correction of information, apology, review of our process).

4

Send Your Complaint

Email your detailed complaint to: [email protected]. Please use a clear subject line, such as "Complaint Regarding eSIM Advice" or "Service Issue - [Your Name]".

Response Timeframes

We are committed to acknowledging and resolving your complaints in a timely manner. Our standard response times are as follows:

✓

Acknowledgement

You will receive an acknowledgement of your complaint via email within 2 business days of receipt. This confirms we have received your submission and are beginning our internal review.

✓

Resolution Target

We aim to provide a full resolution or a substantive update on our investigation within 10 business days from the date of acknowledgement. Complex issues may require more time, and if this is the case, we will inform you of the delay and provide an estimated new resolution date.

Our team will conduct a thorough review of your complaint, which may include examining relevant communication logs, reviewing the advice provided, and consulting with subject matter experts.

Escalation Process

If you are not satisfied with the resolution provided at the initial complaint stage, or if you believe your complaint has not been adequately addressed, you may escalate your concern.

1

Review the Initial Resolution

Carefully review the resolution or update you received from our initial complaint handling process. Understand the reasons for our decision.

2

Prepare Your Escalation Request

If you wish to escalate, please compile an email that clearly states why you are unsatisfied with the initial resolution. Include your original complaint details and reference number, as well as the details of the initial resolution you received.

3

Send Escalation Email

Send your escalation request to [email protected] with the subject line: "ESCALATION - [Your Original Inquiry Reference]". This specific subject line is crucial for internal routing to a higher-level review.

4

Escalated Review

Upon receiving an escalation, a senior member of our team or a dedicated escalation specialist will review your case independently. They will re-examine all correspondence, the initial complaint, and the proposed resolution.

5

Final Decision

We aim to provide a final decision on escalated complaints within 15 business days of receipt of the escalation request. This decision will be communicated to you in writing, outlining the findings and any further actions.

What is Outside the Scope of Complaints

While we are committed to addressing all legitimate concerns about our services, certain matters fall outside the scope of our formal complaint process. Understanding these limitations can help manage expectations.

Direct eSIM Purchase Issues: GlobalSIM Advisory provides information and recommendations. We do not sell eSIMs directly. Issues related to purchasing, activation, billing, or technical problems with an eSIM purchased from a third-party provider must be directed to that specific provider.
General Inquiries & Feedback: Simple questions, requests for information, or general suggestions that are not related to a specific problem with our service or advice should be directed to our general contact channels rather than through the formal complaints process.
Outdated Information (Acknowledged): While we strive for accuracy, the eSIM market is dynamic. If information on our site becomes outdated between updates, and this is clearly noted or implied, it may not constitute a complaint unless it directly led to significant demonstrable harm due to negligence.
Opinions on eSIM Providers: Our advice is based on research and general market trends. Disagreement with our comparative analysis or recommendations of specific providers, without clear evidence of factual error or misrepresentation, typically falls outside the scope of a formal complaint.
Third-Party Website Functionality: We link to external resources. Problems with the functionality, content, or security of third-party websites are beyond our control and responsibility.

Our complaint process is designed to address issues pertaining directly to the quality, accuracy, and delivery of GlobalSIM Advisory's own information and advisory services.

Complaint Resolution Process Timeline

1. Initial Inquiry Received

Your initial email detailing the complaint is received by our support team via [email protected].

1

2

2. Acknowledgment Sent

An automated or manual acknowledgement email is sent to you within 2 business days, confirming receipt of your complaint.

3. Internal Review & Investigation

Our support team reviews the details, gathers relevant information, and may consult with internal experts to understand the issue.

3

4

4. Resolution Proposed

A proposed resolution or a detailed update on the investigation is communicated to you within 10 business days from the acknowledgement date.

5. Customer Feedback

You review the proposed resolution and decide whether it addresses your concerns satisfactorily.

5

6

6. Resolution Accepted / Closed

If you are satisfied, the complaint is marked as resolved and closed. Feedback is recorded for continuous improvement.

7. Escalation Initiated (if unsatisfied)

If you are not satisfied, you can escalate the complaint by sending a new email with the specified subject line to [email protected].

7

8

8. Senior Review & Final Decision

A senior team member conducts an independent review. A final decision is communicated within 15 business days of escalation receipt, marking the complaint as fully resolved.

Our Service Area: Worldwide eSIM Intelligence

GlobalSIM Advisory provides comprehensive information and guidance for choosing eSIMs for international travel, covering a vast array of destinations across the globe. Our intelligence aims to be relevant and useful whether you're traveling to bustling metropolises or remote landscapes.

Europe

Robust coverage, competitive pricing, and widespread availability of data-only and voice+data plans across the Schengen Area and beyond. Nuances often involve specific country regulations or integration with local carriers.

North America

Strong options in urban centers of the USA, Canada, and Mexico. Considerations include varying data speeds, network roaming agreements, and specific plans for cross-border travel.

Southeast Asia

A rapidly growing market with many local and regional eSIM options. Key considerations often involve varying network quality between countries, package validity, and fair usage policies across diverse destinations like Thailand, Vietnam, and Indonesia.

Africa

Coverage can be more localized, with options varying significantly between countries. We focus on identifying providers with reliable partnerships in popular tourist destinations and major cities, noting potential limitations in very remote areas.

South America

Evolving market with increasing eSIM availability in major countries like Brazil, Argentina, and Colombia. Our advice often highlights regional packages and considerations for rural connectivity.

Oceania & Australia

Primarily strong in Australia and New Zealand, with more limited but growing options for smaller island nations. We provide guidance on balancing cost with coverage, especially for extensive travel across remote regions.

Middle East

Good eSIM availability in major hubs like UAE, Saudi Arabia, and Qatar. Focus areas include data allowances, package durations, and specific features catering to business or leisure travelers in the region.

Global & Regional Packs

Beyond country-specific advice, we also cover multi-country or global eSIM plans, assessing their value proposition for travelers visiting multiple regions or embarking on extensive journeys.

Our information is continuously updated to reflect changes in the global eSIM landscape, ensuring you have access to current and relevant advice for your specific travel plans.

Complaints & Escalation Policy