Earning the trust of 19 million people
Our aim is to earn the loyalty and trust of our customers and to make sure they can confidently recommend us to their friends and family. As well as providing great products and services at the right price, it’s important that we listen to every customer when they contact us, answer their questions and resolve any problems as quickly as we can.
The same goes for our partners who look after some of our customers’ issues. We expect them to achieve the same level of customer service as our own contact centres and customer teams. We regularly check satisfaction levels among our customers to make sure their standards are as high as we’d expect.
We do our best to resolve every complaint or concern raised with us but occasionally it’s not possible to reach an agreement. When this happens it helps to have an independent view, so we recommend Ombudsman Services (Communications). You can find out how to contact them here
Ofcom's Telecoms and Pay TV Complaints report for January to March 2014 indicated a level of 0.05 complaints about Vodafone per 1,000 customers. This is below the industry average of 0.06 per 1,000 customers. In general, Ofcom receives fewer complaints about mobile than it does about fixed lines or broadband.