Alternative options

Most complaints can be easily resolved through our complaints page. However, if your complaint has taken more than eight weeks to resolve, or you’re looking for an alternative way to resolve your complaint, the following options are available.

Different ways to register your complaint

 

Call us

Call our dedicated complaints team

03333 041 524

standard call charges apply.

Calling us is the fastest way to have your complaint resolved. Our complaints team is here to help, seven days a week.

When you call us we’ll take the following steps to resolve your complaint.

  • We’ll do everything we can to resolve your complaint on the call
  • If that’s not possible and further action is required, your complaint will be escalated for further investigation. You can also ask to speak with a manager
  • Should the complaint require further escalation, it will be passed to our complaints team, who will call you back within 48 hours
  • Should your complaint remain open for 8 weeks or longer, or if we reach a scenario where your complaint is in deadlock, you have the option to take it to the independent Ombudsman. Further details of this option are at the bottom of this page

Although calling us is the quickest way to have your complaint resolved, if you’d prefer to contact us by email you can use our secure online form.

  • Simply select the ‘email complaint form’ button to raise the issue with our team
  • On receipt of your form, the team will review the details you provide as soon as possible
  • We’ll get back to you within 48 hours on the number you provide
  • Before calling, we’ll send you a text to let you know what time we’ll call
  • If we can’t reach you by phone we’ll email you using the email address you provide
 

Write to us

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

If you’d prefer to write to us, you can do so at this address. Please include relevant details in your letter such as the issue you’ve had, the steps you’d like us to take to resolve it and your contact details.

As soon as we’ve received your letter, we’ll let you know before we begin to investigate it.

  • Once we’ve received your complaint we’ll aim to resolve it within five working days
  • Where further information is required we’ll let you know
  • If the issue is complex and we think our investigation will take longer than five working days, we’ll let you know and keep you informed of progress
 

Alternative Dispute Resolution

Contacting Ombudsman Services:

Ombudsman Services: Communications
PO Box 730
Warrington
WA4 6WU

Phone: 0330 440 1614 (standard call charges apply)

Online: https://www.ombudsman-services.org

In instances where you’ve contacted Vodafone but your complaint is unresolved after 8 weeks, or we’ve issued you with a deadlock letter, you may refer your complaint to Ombudsman Services: Communications.

A deadlock situation occurs when we’ve attempted all solutions to resolve your complaint and conclude that can’t reach an agreement with you. Before deadlock is considered you must have followed our internal escalation process.

The service provided by Ombudsman Services is free of charge. Should you contact them, they will first assess whether your complaint is within their remit. If it falls outside of their remit or is deemed malicious, it can be refused. The service they provide is independent and based on the facts of the complaint.

 

Online Dispute Resolution

Online Dispute Resolution

If you’re not happy with a product or service you bought online, you can submit your complaint through the EU online dispute resolution platform website.

It can be used for cross-border and domestic issues although you can contact the Ombudsman directly for domestic disputes.

See further information regarding the Online Dispute Resolution Process.

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).

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