Our Customer Complaints Code
How we handle a complaint
We hope you won’t need to contact us to make a complaint, but we know that sometimes things don’t go quite right.
We do everything we can to help as quickly as possible and aim to resolve all complaints within eight weeks. We’ll keep you regularly updated as we try to solve your issue.
Write to us
Make sure you include the issue, what you want us to do, and your contact details. Send your letter to: Customer Relations Manager, Vodafone Limited, The Connection, Newbury, Berkshire, RG14 2FN.
Compensation when your broadband is down
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
If we don’t solve your complaint - Alternative Dispute Resolution
You can get help from CISAS or the Financial Ombudsman Service if we haven’t solved your complaint in eight weeks or 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.
Phone: 0207 5203 814 (standard call charges apply)
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.
Phone: 0300 1239 123 (standard call charges apply)
Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Our Codes of Practice
If you need a copy in a different format such as large print or braille, please contact our specialist accessibility team
Location-based services [PDF]
VOXI code of practice [PDF]