Our code of practice

What to do if you have a complaint

If you're not happy with our service and want to make a complaint, please let us know

We try to resolve every issue straight away, but if we can't we'll refer you to a team manager. If they can't resolve the issue we'll pass it on to our dedicated customer relations team.

In any event, we'll try to sort out your complaint within a week. If we can’t do this for any reason, we’ll let you know and keep you posted on progress every week.

Ways to contact Vodafone:

By phone

Just call 191 from your Vodafone mobile – it’s free on Pay monthly or 25p a call on Pay as you go (the charge only applies if you speak to one of our customer advisors). If you contact us via a landline, dial 03333 040 191 if you’re a Pay monthly customer or 03333 048 069 if you’re on Pay as you go.

By letter

Write to:
Customer Relations Manager
Vodafone Limited
The Connection
Newbury
Berkshire
RG14 2FN

Referrals to Ombudsman Services Communications

If we still can't resolve the complaint after eight weeks, you can refer the issue to the independent Alternative Dispute Resolution service provided by Ombudsman Services Communications. As long as your complaint is within their remit, they'll investigate it free of charge.

Ombudsman Services Communications contact details

Website: http://www.os-communications.org
Email: enquiries@os-communications.org
Phone 0330 440 1614 - standard call charges apply
Fax: 01925 430 049
Address:
Ombudsman Services Communications
PO Box 730
Warrington
WA4 6HL

You can ask that your complaint goes to Ombudsman Services Communications before the eight weeks is up. However we do have the right to insist that our process is followed if we’re taking steps to resolve your complaint and expect it to be resolved promptly. Ombudsman Services Communications can refuse to investigate your complaint if they think it’s malicious or outside their remit.

Need another format?

If you need to receive this document in a different format such as large print or Braille, email us from www.vodafone.co.uk/contact or call 33222 from your Vodafone mobile or 03333 043222 from a landline.