topic Complaint in Sky Mobile

Complaint

Lisa394 — Tue, 07 Oct 2025 23:05:54 GMT

I applied for a mobile.phine and was declined despite having an excellent credit rating.

I paid an upfront fee which also hasn't been refunded back to me.

Ibe obtained my credit file and there's nothing that indicates I should be declined.

How do I raise a complaint and also get my money refunded

Re: Complaint

Daniel0210 — Wed, 08 Oct 2025 04:02:35 GMT

@Lisa394
It’s possible you may have failed one of the required credit check(s). For a sim deal it’s just a soft credit check, for a device there’s also an enhanced check. See this link for Skys guidance ~
https://www.sky.com/help/articles/credit-checks-sky-mobile

Be aware that if you keep trying to order the device this could further impact your credit score. If you contact Sky they would be able to confirm that’s the reason your order was cancelled but not why you failed the credit check in the first place as they are not allowed to view your credit record. You would have to sign up to a credit reference agency like Experian or Equifax, which would give you access to your credit record.

Any upfront payment you’ve made should be refunded after about 14 days but recent posts suggest it’s taking a bit longer in which case you’ll need to contact Sky to chase it up.

Re: Complaint

caesarome — Wed, 08 Oct 2025 04:35:41 GMT

@Lisa394 wrote:

How do I raise a complaint

https://www.sky.com/help/articles/how-to-make-a-complaint