Our Customer Complaints Code

Vodafone UK Customer Complaints Code

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

Landline calls

Call us

Calling us is the fastest way to resolve your complaint, and our team is here to help. You can call us seven days a week on 03333 041 524 (standard call charges apply).

When you call us we will:

  • Do everything we can to resolve your complaint on the call, including escalating your complaint for investigation by a manager where needed
  • Should the complaint require further attention, it will be passed to our complaints team, who will call you back within 48 hours
  • If your complaint remains open for over eight weeks, or we reach a deadlock, you can take it to the independent Communications Ombudsman.
     

 

Mail

Email us

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

  • On receipt of your form, our team will review the details you provide and 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 provided.

 

Edit

Write to us

If you’d prefer to write to us, please include relevant details in your letter such as the issue you’ve had, the steps you’d like us to take, and your contact details.

We’ll let you know when we’ve received your letter, and before we begin to investigate.

  • 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 keep you informed of progress.

Please address any letters to:
Customer Relations Manager, Vodafone Limited, The Connection, Newbury, Berkshire, RG14 2FN

Community

Alternative Dispute Resolution (ADR)

If you’ve registered a complaint with us but it remains open after eight weeks, we’ll issue you with an Alternative Dispute Resolution (ADR) letter by either email or post. You can share this letter with the Ombudsman. 

There are also instances where we would issue you with an ADR letter before eight weeks. You can expect an ADR letter if:

  • We’ve told you of the outcome of our investigation; and
  • The proposed outcome does not resolve your complaint to your satisfaction, and you have made us aware of this; and
  • We don’t intend to take additional steps to resolve the complaint, or offer a different outcome.

Once we’ve issued you with an ADR letter, you can refer your complaint to Ombudsman Services: Communications.

The service provided by Ombudsman Services is independent, and free of charge. If you decide to contact them, they will first assess whether your complaint is within their remit. If it isn’t, or it is deemed malicious, it can be refused.

You can contact Ombudsman Services on 0330 440 1614 (standard call charges apply), or online 

 

Written complaints can be sent to:
Ombudsman Services: Communications, PO Box 730, Warrington, WA4 6WU

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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 website.

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

Find out more about the Online Dispute Resolution Process here

Our Codes of Practice

Find out more about our Codes of Practice and the other Codes of Practice we follow.

Need another format?

If you need any of these documents 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).