Our Customer Complaints Code

If we don’t solve your complaint, you can look into Alternative Dispute Resolutions. You can get help from CISAS or the Financial Ombudsman Service if:

• we haven’t solved your complaint in eight weeks (regarding a financial product) or in six weeks (all other products),

• if you’re not happy with our final response or ‘deadlock’ letter.

Take your complaint to CISAS

The Communication & Internet Services Adjudication Scheme (CISAS) is an independent dispute resolution scheme, approved by Ofcom, which is free of charge. It aims to impartially settle complaints about communication and internet services that cannot be resolved between a customer and a service provider.

Read through their guidelines to make sure your complaint is eligible.

• Contact CISAS online

• Phone: 020 7520 3814 (standard call charges apply)

• Email: [email protected]

• Post: CISAS, Communications & Internet Services Adjudication Scheme, 100 St Paul's Churchyard, London EC4M 8BU

Take your complaint to the Financial Ombudsman Service

If you’ve complained about a financial product you bought from us, such as a Device Plan with a loan agreement or insurance, contact the Financial Ombudsman Service. They’re free and will take an independent and unbiased approach to your case.

• Contact the Financial Ombudsman online

• Phone: 0300 1239 123 (standard call charges apply)

• Email: [email protected]

• Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

We'll automatically refund you for some broadband issues through the Automatic Compensation Scheme. The issues covered are:

• Your broadband stops working and we take more than two days to fix it

• We don’t activate your service when we said we would

• The engineer misses an appointment

Find out more about automatic compensation for broadband

Find out more about how we use and store your personal information on our Privacy Portal

Find more information about the volume of Insurance Policy and Credit Related Complaints made to Vodafone.