Terms & Policies
You can find our full insurance Terms and Conditions here.
Reward Mobile uses any complaint as an opportunity to learn and improve for the future service levels our customers receive, as well as a chance to put things right for the person [or organisation] that has made the complaint.
Our policy is:
- To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint
- To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint
- To make sure everyone at Reward Mobile knows what to do if a complaint is received
- To make sure all complaints are investigated fairly and in a timely manner (within two working days)
- To make sure that complaints are, wherever possible, resolved and that relationships are repaired
- To gather information which helps us to improve what we do
Definition of a Complaint
A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Reward Mobile.
In the event of a Complaint
In the first instance you should contact our Customer Services team using one of the below contact methods:
Email: Customerservices@rewardmobile.co.uk
By post:
Complaints Team
Daisy Communications
220 Chester Street
Birmingham
B6 4AH
- This will be reviewed by a customer service representative and passed to the appropriate Manager
- A manager shall then investigate your complaint and contact you with either resolution or for further information with two working days.
- We look to resolve your complaint within five working days.
This policy does not cover complaints from staff, who should use Reward Mobile’s Discipline and Grievance policies.
All complaint information will be handled sensitively, confidentially and following any relevant data protection requirements.
Ofcom
Ofcom is the regulatory body for the communications industry. Ofcom oversees our service provision within the terms of the Communications Act 2003 that are relevant to us.
This policy is reviewed regularly and updated as required.
1 IP addresses and cookies
We may collect information about your computer, including where available your IP address, operating system and browser type for system administration. This is statistical data about our users’ browsing actions and patterns, and does not identify any individual.
1.2 Cookies
Cookies are small pieces of information in the form of text files that are sent to your browser from our web server and are stored on your device.
We do not store any personal information in the cookie; they are designed only to collect information of an anonymous nature. We will not combine such anonymous information with your personal details.
Our website uses cookies to recognise your device and store information about your preferences or past actions, which help make your future website visits to us more efficient. Save for the use of cookies, we do not automatically log data or collect data. You can set your computer browser to reject cookies but this may preclude your use of certain parts of our website.
Some cookies are essential to using the website and others improve user experience of the website. Below are some examples of how we use cookies to do this:
- To gather information which allows us to identify your platform and record enquiries so we may improve customer experience and identify issues on the website
- To help ensure you are provided with correct and useful information during your visit to our website
- To collect data which allows us to improve our services based on your purchases and website usage
We also use a mix of first and third party cookies to build an anonymous picture of your usage and deliver ads relevant to you. They also limit the number of times that you see an ad and help us measure the effectiveness of our marketing campaigns.
We use marketing cookies to:
- Link to social networks who may use information about your visit to target advertising to you on other websites.
- Provide advertising agencies with information on your visit so that we can present adverts that you may be interested in.
- Deliver content, including video content, tailored to your interests.
1.3 Cookies in use
The cookies we use can be split into different functions as explained in the table below. The cookies we use, the reason for using them and the duration for which they are stored, are as follows.
First-party cookies are cookies that belong to the same domain that is shown in the browser’s address bar (or that belong to the sub domain of the domain in the address bar), rewardmobile.co.uk.
Google Analytics related (first party cookies):
|
Cookie Name |
More Information |
Duration/Expiry |
|
VISITOR_ID |
Used to track unique visitors to the website. |
1001 days |
|
PHPSESSID |
Temporary session cookie |
When the browsing session ends |
|
_ga |
Used to distinguish users. |
2 years |
|
_gid |
Used to distinguish users. |
24 hours |
|
_gat |
Used to throttle request rate. If Google Analytics is deployed via Google Tag Manager, this cookie will be named _dc_gtm_>property-id>. |
1 minute |
|
_dc_gtm_gat |
As above description. |
1 minute |
|
AMP_TOKEN |
Contains a token that can be used to retrieve a Client ID from AMP Client ID service. Other possible values indicate opt-out, inflight request or an error retrieving a Client ID from AMP Client ID service. |
30 seconds to 1 year |
|
_gac_property-id |
Contains campaign related information for the user. If you have linked your Google Analytics and Google Ads accounts, Google Ads website conversion tags will read this cookie unless you opt-out. |
90 days |
|
__utma |
Used to distinguish users and sessions. The cookie is created when the javascript library executes and no existing __utma cookies exists. The cookie is updated every time data is sent to Google Analytics. |
2 years from set/update |
|
__utmt |
Used to throttle request rate. |
10 minutes |
|
__utmb |
Used to determine new sessions/visits. The cookie is created when the javascript library executes and no existing __utm cookies exists. The cookie is updated every time data is sent to Google Analytics.b |
30 mins from set/update |
|
__utmc |
Not used in ga.js. Set for interoperability with urchin.js. Historically, this cookie operated in conjunction with the __utmb cookie to determine whether the user was in a new session/visit. |
End of browser session |
|
__utmz |
Stores the traffic source or campaign that explains how the user reached your site. The cookie is created when the javascript library executes and is updated every time data is sent to Google Analytics. |
6 months from set/update |
|
__utmv |
Used to store visitor-level custom variable data. This cookie is created when a developer uses the _setCustomVar method with a visitor level custom variable. This cookie was also used for the deprecated _setVar method. The cookie is updated every time data is sent to Google Analytics |
2 years from set/update |
See more information on Google Analytic cookie go to: https://developers.google.com/analytics/devguides/collection/analyticsjs/cookie-usage
We may from time to time, via secure means, upload data into Google. The data is ‘hashed’ so that it is an anonymous data sequence.
We may from time to time add different cookies to test systems to make your user experience better. We will not use or keep any of the data captured during these trials.
1.4 Your consent to our use of cookies
On our website there is a notice that tells you that we use cookies and provides a link to this Privacy and Cookies Notice to demonstrate how we use cookies and how you can change which cookies you choose to accept.
If you click ‘agree and continue’ you are providing your consent to those cookie settings and unless and until you change your settings, you’ve agreed to them. Additionally, if you change the settings using your browser settings, you are giving your consent to our use of those cookies which you have not disabled.
1.5 How to reject and manage cookies
You can choose not to allow cookies in your browser settings. How you do this will depend upon the browser you are using. More information on cookies, their use and how to accept or reject them can be found at www.allaboutcookies.org
To opt out of being tracked by Google Analytics across all websites visit http://tools.google.com/dlpage/gaoptout
As our cookies are largely aimed at improving the user experience on the website, you may find that if you block certain cookies you may experience deterioration in the service you receive.
