Complaints policy
How to complain, how a case is reviewed and how to escalate an unresolved issue.
Who handles complaints and how to contact us
CONSULT FUSION LTD, Vaylio's operator and legal seller, reviews and handles customer complaints. Send complaints to complaints@vaylio.io, and requests for help with orders or eSIMs to support@vaylio.io. Correspondence and follow-up are handled by email; no account, posted letter or visit to the registered office is required. Registration details appear on the Company information page. These service channels do not restrict legally valid notices or statutory rights.
What to include
Provide your name, contact email, order/ticket reference, incident date, what happened and the outcome sought. Include an error message, device model, destination or redacted payment evidence where relevant. Do not send passwords, sign-in codes, complete card details or installation QR credentials. Reasonable missing information can follow; not knowing a reference does not stop us trying to identify the case.
Investigation
We link the complaint to the order and verify identity where needed to protect information. Relevant payment/delivery status, eSIM records and support messages are reviewed; we may check information with a supplier or payment provider. Troubleshooting requests should be proportionate. Registering a complaint does not promise automatic replacement or refund. Information is handled under the privacy policy.
Response and updates
Complaints are reviewed according to their nature and the checks needed, with applicable legal deadlines respected. If more information or supplier follow-up is needed, we explain what is required, the next step and expected timing when it can be estimated. You can submit a complaint at any time; we follow up through the email address you provide. Our response sets out the findings, reasons for the decision and available action. Reply in the same email conversation to provide further information or ask about progress, including the reference if available.
Escalation
If unresolved, reply to the correspondence or email complaints@vaylio.io with “Complaint review requested”, its reference and why you disagree. Ask for the responsible company team to review it again; information already supplied need not be repeated except for verification or a missing detail. We do not claim membership of an undocumented dispute-resolution scheme or regulatory approval.
External rights
This process does not restrict bank/payment-provider, court or competent consumer-authority rights, or automatically extend their deadlines. For privacy, contact privacy@vaylio.io; you may complain to the ICO at https://ico.org.uk/make-a-complaint/. Where the law requires information about an applicable external dispute route, its body and participation arrangements must be identified without promising acceptance or an outcome.