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, you can contact us in three ways:
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.
Customer Relations Manager
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.
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 in their remit, they’ll investigate it free of charge. You can find out more about Ombudsman Services Communications on their website at www.os-communications.org, by emailing them at firstname.lastname@example.org, by calling them on 0330 440 1614 or by faxing them on 01925 430 049.
Alternatively you can write to:
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 - although 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.
Other codes of practice
We also follow these other codes of practice: