Code of Practice
GoMoWorld is dedicated to providing excellent customer service and maintaining a healthy customer relationship at all levels of the organisation. The Complaints Process will ensure all complaints are handled in a standard way across all lines of business as efficiently and effectively as possible.
GoMoWorld Escalation Process
All issues experienced by GoMoWorld customers should be reported to our Care team in the first instance through our web form in the gomoworld app. If you contact our care department with an issue, our care representative will endeavour to provide you with a suitable response and, where possible, resolve the issue to your satisfaction. If you are not satisfied with the response or outcome you may request to have your issue escalated, at which point you will be provided with an internal case reference number.
If after this point, we are unable to resolve your issue or you remain dissatisfied you may request to log a complaint by:
emailing us at firstname.lastname@example.org
calling 00 353 1 766 2578
or by post at
Upon raising a complaint you will be contacted by a member of our Complaints Team within 48 hours and we will endeavour to resolve your complaint within 10 working days.
GoMoWorld Complaint Process
Upon receipt of your complaint our Complaints Team will contact you within 48 hours to acknowledge your complaint and where possible provide you with a resolution. Our complaints team will endeavour to resolve your complaint within 10 working days. If however we are unable to resolve your complaint within this timeframe we will contact you to let you know the reason for the delay, the steps we are taking to resolve the complaint and advise you of a provisional resolution date. Once contacted by a member of the Complaints Team you will be provided with the department’s contact details and information on where to find our Code of Practice.
How GoMoWorld records and tracks your complaint
Once GoMoWorld log a complaint and issue you with a reference number we will record the following information:
- Account number
- Unique reference number
- Primary contact details
- The date the complaint was raised and resolved
- All correspondence relating to the complaint, written synopsis of all calls, all mail and email relating to the complaint throughout the lifecycle of the complaint
- The final resolution of the complaint and a breakdown of any credits applied to your account as part of the resolution/settlement
Complaint refund policy
As part of the complaint resolution process, you may be entitled to a refund.
If you are due a refund, your complaint handler will apply this through an Electronic Funds Transfer (EFT) back to the bank account from which you paid and advise you of the timeline for this refund to be processed.
European commission online dispute resolution
Under EU Regulations Consumers who have a complaint about goods or services purchased online have a right to refer their complaint to an independent dispute resolution agency which can be accessed here.