Customer Care Policy

We always work hard to treat our customers fairly and hope that you will not experience any reason to make a complaint about our services.

What We Do

Cymba is a leading mobile payments and messaging provider for UK charities with transactions charged to your mobile phone bill.


For more information about phone-paid services and how to identify any unknown charges on your phone bill, visit www.phonecharges.org 


Cymba do not promote donations but do process transactions on behalf of charities.

Billing Queries & Refunds

Can I request a refund?


Cymba will issue a refund in the unlikely event of a technical issue with our platform resulting in a billing error. The charity (promotor) will issue a refund if the event of an error in the promotion of the service.


You can request a refund should your handset be used to donate accidentally. Cymba can provide details of the relevant supporter care team at the charity you donated to who will consider and may provide a refund as a gesture of goodwill.


If you’d like to request a refund of a donation made via a Cymba service, please visit contact us.

Refunds:

Should you have a complaint about any of our services then please contact us or call us free on 0800 130 3696 (Monday to Friday 09:00 – 17:00)

 

Your complaint will need to identify:

  • Your details (so we may contact you)
  • Date and times relevant to the complaint
  • A description of the service or product being complained about along with the circumstances during which you had cause for complaint.
  • If a digital device was involved we will ask for details of the device (make, type, operating system etc.) so we can identify any technical issue.
  • Any photographic or video evidence.


We will log your complaint and give you a time estimate when we will revert to you.


Most complaints will be responded to within 7 working days and we will provide an outcome of our investigation within 28 days of the acknowledgement of receipt of the complaint.


If your complaint relates to the text donation service and you are not happy with our customer care or how we handle any enquiry or complaint, you may complain to OFCOM (who regulate text donation services). Details on how to contact OFCOM can be found here.