This Customer Care Policy outlines how C.F.M. Content For Mobile Ltd ("we", "us", "our") handles enquiries, complaints, and requests from consumers in accordance with the Regulation of Premium Rate Services Order 2024. It ensures fair, transparent, and timely support and complies with Articles 36 to 39 of the Order.

1. Objectives

• Ensure all consumer complaints and enquiries are addressed promptly and fairly.
• Provide clear information and accessible contact options.
• Comply with all obligations under the Regulation of Premium Rate Services Order 2024.
• Maintain detailed and accurate records of all complaints and actions taken.
• Regularly review and improve customer care standards.

2. Availability and Contact

Consumers may contact us using the following methods:

• Email: help@cfm.mobi
• Phone: 033 33 132 142 (Mon – Fri, 9 AM till 5 PM excluding weekends and public holidays.)
• Post: C.F.M. Content For Mobile Ltd, Georgiou Seferi 2
  Fasoula 4551, Limassol, Cyprus

3. Complaint Handling Procedure

1. Acknowledge receipt of complaints within 2 working days.
2. Investigate and provide a final response within 10 working days.
3. If a delay occurs, the consumer will be informed of the reason and a revised timeline.
4. Complaints will be resolved fairly, transparently, and in the consumer's best interest.

4. Escalation Process

If a consumer is not satisfied with the response, the issue will be escalated internally to the Compliance Officer. Should the matter remain unresolved, the consumer can contact Ofcom: https://www.ofcom.org.uk/

5. Consumer Rights and Information

Consumers have the right to:

• Clear pre-contract information.
• Fair treatment and complaint resolution.
• Timely responses and appropriate remedies.
• Terminate a subscription at any time.
• Request information or refunds if appropriate.

6. Refund Policy

Refunds may be issued in cases of technical errors or service failures. Verification may be required. Refunds will be processed within 5–10 working days upon approval.

7. Opt-Out and Unsubscribe

You may unsubscribe from any of our subscription services at any time. To opt out:

• Send an SMS with the word 'STOP' to 65065, or
• Visit https://gameworld-uk.mobi/en-GB/unsubscribe, or
• Contact our customer care team via email or post.
   

Once unsubscribed, no further charges will be applied.

8. Record Keeping

We maintain written records of:

• The date and time of each complaint or enquiry.
• Details of the complaint.
• All correspondence and actions taken.
• The outcome and resolution status.

These records are retained for a minimum of 12 months as required.

9. Accessibility

This policy is written in plain English and is available in alternative formats upon request to ensure accessibility for all consumers, including those with disabilities or language barriers.

10. Staff Training and Review

All staff handling consumer enquiries and complaints are trained in accordance with regulatory requirements. This policy is reviewed annually and updated as needed to maintain compliance with current laws and best practices.