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.

Get in touch with us

Call us

Calling our dedicated complaints team is the fastest way to get help.

Fill in our form

Send us an email by using our online complaints form.

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.  

Contact CISAS online

Phone: 020 7520 3814 (standard call charges apply)

Email: cisas@cedr.com

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: complaint.info@financial-ombudsman.org.uk

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