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Cash Back FAQ's
What’s the catch?
There is no catch, yes really.
All you need to do is return the voucher to Complete Communications (Essex) Ltd before the expiry date with your latest airtime bill.
What is cash back?
Cash Back or line rental reduction is offered to customers purchasing a minimum of 12 months contract.
How do I claim my cash back?
You will need to send your relevant Cash Back voucher to Complete Communications (Essex) Ltd, Cash Back Claims Dept, 30b Woodford Avenue, Ilford, Essex, IG2 6XG, before its expiry date along with a copy of your latest airtime bill. We strongly recommend sending the voucher by recorded delivery as we can not be held responsible for missing or late arriving claims.
How is my cash back paid to me?
Cash Back payments are processed within 45 days from the expiry date on the voucher. Either a Bacs Payment to your bank account at the time of ordering or your account on your connected network will be made for the amount on the voucher.
When do I receive my vouchers?
Your cash back vouchers will be sent with your handset, if you do not have these you must contact Complete Communications (Essex) Ltd within 7 days as vouchers will not be reprinted after your 7 day cooling off period.
What do I need to send when I claim my cash back?
To claim your cash back you will need to return the voucher and your latest airtime bill before the date stated on the front of the voucher.
Where do I send my cash back claim to?
Claims Department, Complete Communications (Essex) Ltd, 30b Woodford Avenue, Ilford, Essex, IG2 6XG
What happens if I have lost my vouchers?
Unfortunately after the 7 day cooling off period no cash back vouchers can be re-printed or re-issued.
Please treat the vouchers as cash.
The vouchers are the customer’s responsibility.
What if I have an outstanding balance on my account?
Complete Communications (Essex) Ltd cannot accept an airtime bill for a cash back claim if there is an outstanding balance.
Complete Communications (Essex) Ltd must receive a revised bill before the expiry date on the voucher to make a valid claim, if this does not arrive the claim will be void.
What happens if I change my name?
Complete Communications (Essex) Ltd will need to see either a copy of the marriage certificate or a copy of the Deed Poll certificate.
What happens if my claim is not valid?
Complete Communications (Essex) Ltd will contact you by email if there are any problems with your claim.
Is an online airtime bill acceptable?
Yes, Complete Communications (Essex) Ltd will accept an online airtime bill as proof of connection.
What do I need to do if I have changed my address?
If you have not sent in your claim please add your new address in the space provided on the voucher.
If you have sent in your claim please either email customer.service@completecomms.co.uk or call 0870 7874100 with your new address.
If you have not informed us of your new address and we have to cancel and re-issue a new cheque a £4 handling charge will be applied.
How much cash back will I receive?
Each separate voucher has the amount of cash back you are entitled to on the front of each voucher.
How and when will my cash back be paid to me?
We pay your cash back by bacs transfer direct to your bank account or Network account. (As per the chosen offer)
We aim to process all payments within 45 days from the expiry date on the voucher.
How will I know when to claim my cash back?
Each voucher has an expiry date shown on the voucher. You will need to claim before this date and with your latest airtime bill.
What happens if my voucher has expired?
Unfortunately we can not process late claims so if the voucher has expired your claim will no longer be valid.
How will I know when my voucher expires?
Each voucher has an expiry date shown on the voucher; you will need to claim before this date and with your latest airtime bill.
How will I know which airtime bill to send with my claim?
When claiming you need to send your latest airtime bill, make sure you do not miss the expiry date.
What is an airtime bill?
Every month you will receive your airtime bill from the network you connected to originally. When claiming using your cash back vouchers a copy of an airtime bill is acceptable – please do not send originals.
What do my vouchers look like?
All vouchers are printed on an A4 sheet
Why does it take up to 45 days to process the cashback?
Complete Communications (Essex) Ltd needs to perform checks with the networks to ensure that there are no problems on the account.
What part of my airtime bill do you need to receive?
Please send your entire airtime bill.
What happens if I downgrade my tariff?
If you have downgraded your tariff during the cashback claim period, Complete Communications (Essex) Ltd, will not be able to process the cash back claim.
What happens if I upgrade my tariff?
If you have upgraded your tariff Complete Communications (Essex) Ltd will be able to process the claim.
Do I need to send my original bill?
No a photocopy is acceptable.
Please note if an original is sent we will be unable to return this.
