Different ways to register your complaint
Just call 191 from your Vodafone mobile – the call is free if you’re a Pay monthly or a Pay as you go customer. If you contact us via a landline, dial 03333 040 191 if you’re a Pay monthly customer or 03333 048 069if you’re on Pay as you go (standard call charges apply).
We'll keep you up-to-date throughout the process of resolving your complaint:
- Our advisers will aim to resolve your complaint while you're on the phone
- If that's not possible, they'll escalate your complaint for further investigation
- If an adviser can't resolve your complaint, you can ask to speak to a manager
- A member of our dedicated complaints team will call you within 48 hours with a resolution
- If we're unable to resolve your complaint within 8 weeks, you have the right to take your complaint to the Ombudsman
Simply fill in our easy-to-use form to send your complaint by email.
If you're unhappy and want to make a complaint, simply complete our online form and we'll get back to you within 48 hours.Email complaint form
Write to us
You can write to us with your complaint at the following address:
Customer Relations Manager
We'll let you know when we've received your complaint, and will start our investigation. We may need to call you to update you on how things are going.
Once we've reviewed your complaint, our aim is to resolve it within five working days.
If it's going to take longer, we'll keep you up to date on our progress. If we're unable to resolve your complaint within eight weeks, you have the right to take your complaint to the Ombudsman.
Contact the Ombudsman
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.
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.
Online Dispute Resolution
If you're not happy with a product or service you bought online, an alternative way to submit a complaint is through the Online Dispute Resolution website.
Although you can use it for cross-border and domestic issues, it could be easier to contact the Ombudsman for Vodafone directly for domestic disputes.
Need another format?
If you need to receive this document in a different format such as large print or Braille, contact us from support.vodafone.co.uk or call 03333 043222 from a landline (standard call charges apply).
Other codes of practice
We also follow these other codes of practice: