WE’RE HERE TO HELP
Let us help resolve the problem
If you are unhappy with our service, please contact JamesMobiles. Tell us what happened and how you would like us to put things right so we can investigate.
1. Get in touch
Email: support@jamesmobiles.com
Write to:
JamesMobiles / RJG Trading Limited.
Money Traders Building, 22–26 Dickson Road,
Blackpool, Lancashire, FY1 2AE.
2. Tell us what happened
Please include:
- Your name and contact details.
- Your trade-in reference and device model.
- A clear explanation of the issue and the outcome you are seeking.
- Relevant photographs, postage receipts, tracking details or other evidence.
Do not send passwords, PINs or security codes.
3. We’ll review your complaint
We aim to:
✓ Acknowledge your complaint within 2 working days.
✓ Provide a full response within 10 working days, where possible.
Complex cases or enquiries involving other organisations may take longer.
Questions about a revised offer?
Contact us promptly if you disagree with a revised valuation. We will explain the change. You can accept the revised offer or decline it and request a free return.
No reply is not acceptance. We send a reminder after 7 calendar days without a reply. After a further 21 calendar days without a reply, we may return your device.
Returns require a valid UK address and are subject to the legal, carrier and ownership restrictions in clauses 7 and 11 of our Terms & Conditions.
Still unhappy with our response?
You can request a further review. Where appropriate, a senior team member who was not responsible for the original decision may review your complaint.
Reply to our response and explain which points you would like reviewed.
This policy does not affect your statutory rights.