Our Customer Complaints Code

Vodafone UK Customer Complaints Code

At Vodafone, we’re committed to you. Every day, in every way, we strive to make your connected life simpler and easier. So, if you ever feel like we haven’t succeeded, we want to hear from you. Not only will your feedback help us put things right, but it’ll ensure we continue to improve for other customers too. Our Customer Complaints Code is here to explain how we can help if you need to complain.

Most complaints can easily be resolved through our complaints page, but if you can't find the information you’re looking for or if 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 are happy to help. 
You can speak to our dedicated complaints team seven days a week on 0333 3040 441 (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, if needed
  • Should the complaint require further attention, it will be passed to our specialist Customer Relations team who will contact you as soon as possible
  • Once we've reviewed your complaint, we'll let you know the outcome within five working days. It can sometimes take a bit longer than this, but we'll let you know when we contact you if this is the case and keep you regularly updated throughout the process
  • If your complaint is about a financial product (like your device plan), we'll always write to you with the outcome

 

Alternative dispute resolution

Alternative Dispute Resolution (ADR)

If your complaint has not been resolved after 8 weeks or we have issued you with a final response or ‘deadlock’ letter, we will inform you of your right to seek alternative dispute resolution.  

Take your complaint to CISAS

Once you’ve received your letter informing you of your right to seek alternative dispute resolution, you can take your complaint to the Communication and Internet Services Adjudication Scheme (CISAS).

CISAS is an independent dispute resolution scheme, approved by Ofcom, which is free of charge.  They are an independent dispute resolution scheme who impartially resolve communication and internet services complaints that cannot be resolved between a customer and a service provider.    Please ensure that you read through CISAS’s guidelines to ensure your complaint satisfies the conditions for referral.

  • Online
  • Phone: 0207 5203 814 – standard rates apply 
  • Write to them: CISAS, Communications & Internet Services Adjudication Scheme, 70 Fleet Street, London, EC4Y 1EU

Take your complaint to the Financial Ombudsman Service

If you’ve complained about a financial product you bought from us and you aren’t happy with the final outcome, contact the Financial Ombudsman Service. 

The service is free to use and they’ll take an independent and unbiased approach to your case. Read their online leaflet for more information on what the Financial Ombudsman can help with.

If you require a copy of our Complaints Code of Practice in a different format such as large print or Braille, please contact us from support.vodafone.co.uk or call 03333043222 from a landline (standard charges apply).