Gupi Mobile | Connecting Together

Customer Code of Practice

Last updated: 20 June 2026

This Code of Practice sets out the standards you can expect from Gupi Mobile, how we handle complaints, and how disputes are resolved. It is produced in accordance with Ofcom's General Condition C4 (complaints handling) and our obligations as a licensed UK communications provider.

1. Our Services

Gupi Mobile provides SIM-only mobile services in the United Kingdom, powered by a licensed UK mobile network. We offer rolling 30-day plans with no long-term contracts. Services include UK voice calls, SMS, and mobile data, as well as EU roaming on selected plans.

2. What You Can Expect From Us

  • Clear and accurate pricing with no hidden charges
  • At least 30 days notice of any changes to your plan price
  • A 14-day right to cancel (cooling-off period) from the date of purchase
  • Transparent usage information in your account dashboard
  • Prompt, professional customer support
  • Protection of your personal data in line with UK GDPR

3. Billing and Payments

You will always be told the full cost of your plan before you purchase. Charges are applied at the start of each 30-day billing period. You will receive an email confirmation for each payment. If you believe you have been incorrectly charged, contact us within 30 days for a review.

4. How to Contact Us

5. How to Make a Complaint

We hope you never need to complain, but if something goes wrong we want to fix it quickly. Every complaint is assigned a Unique Reference Number (URN) so you can track its progress.

Step 1: Contact our customer care team

Email [email protected] or call us (details in section 4) describing the issue in detail. We will acknowledge your complaint within 24 hours and issue a URN. We aim to resolve it within 7 working days.

Step 2: Escalation to our complaints team

If you are unhappy with the initial response, you may escalate your complaint directly to our dedicated complaints team at [email protected]. Please include your URN. A senior team member will review your complaint and provide a final response within 28 days of the original complaint date.

Step 3: Independent dispute resolution (ADR)

If your complaint is not resolved within 8 weeks, or you have received our final position and remain dissatisfied, you have the right to refer it free of charge to our approved Alternative Dispute Resolution (ADR) provider:

Ombudsman Services: Communications
Phone: 0330 440 1614
Website: ombudsman-services.org

This service is free to consumers and provides a binding decision if upheld.

6. Number Portability

You have the right to keep your UK mobile number when switching to Gupi Mobile. To port in, request a PAC code from your current provider and provide it during activation. Porting typically completes within one working day. You can also port your number out to another provider at any time by requesting a PAC code from us.

7. Network Availability

Our services rely on our network partner's infrastructure. We aim to deliver consistent service but cannot guarantee 100% uptime. Planned maintenance will be communicated in advance where possible. For network coverage queries, visit the coverage checker on our website.

8. Vulnerable Customers

We are committed to treating all customers fairly, including those in vulnerable circumstances. If you require additional support, for example due to disability, age, or financial difficulty, please contact us and we will do our best to accommodate your needs.

9. Ofcom Information

Gupi Mobile is authorised by Ofcom. For information about your rights as a communications consumer, visit ofcom.org.uk.

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