Complaints policy.
1. Our promise
If something has gone wrong, we want to know and we want to put it right. Complaints are handled by a person, not a queue — and they go to the front of it.
2. How to raise a complaint
Email support@myholidaysim.com with "Complaint" in the subject line, or use the contact form. Include your order number (if you have one), what happened, and what outcome you are looking for. You can also write to us at our registered office: Bohzo Ltd, The Workspace Basildon, 7 High Pavement, Basildon, England, SS14 1EA.
3. What happens next
We acknowledge every complaint within one business day and aim to give you a full response within five business days. If the investigation needs longer, we will tell you why and keep you updated until it is resolved.
4. Escalation
Not satisfied with the first response? Reply to the same thread asking for escalation and a senior member of the team will review the case independently and respond within ten business days.
5. Your statutory rights
Nothing in this policy affects your statutory rights as a consumer, including your rights under the Consumer Rights Act 2015. If we cannot resolve your complaint, you may be entitled to refer it to an alternative dispute resolution provider or to your card issuer.
My Holiday SIM is owned and operated by Bohzo Ltd. Bohzo Ltd is registered in England and Wales. Company No. 15031604. Registered office: Bohzo Ltd, The Workspace Basildon, 7 High Pavement, Basildon, England, SS14 1EA.
MY HOLIDAY SIM is a UK registered trade mark of Bohzo Ltd. UK Trade Mark No. UK00004256085.
© 2026 Bohzo Ltd. All rights reserved.