Our code of practice

What to do if you have a complaint

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.

Other ways to make your complaint:

By phone

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 048 069 if you’re on Pay as you go.

By letter

Write to:
Customer Relations Manager
Vodafone Limited
The Connection
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
Ombudsman Services Communications
PO Box 730

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, contact us from support.vodafone.co.uk or call 33222 from your Vodafone mobile or 03333 043222 from a landline.