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Vodafone Customer Complaints Code

This code sets out how to make a complaint and your rights to refer a dispute to an independent ombudsman.

If you're not happy with our service and would like to make a complaint, please contact us first by calling 191 from your Vodafone mobile. This is free on Pay monthly or 25p a call from Pay as you go (this charge only applies if you speak to an adviser). From a landline, call 0870 070 0191 for Pay monthly customers or 0870 077 6655 for Pay as you go customers.

Or you can write to us at:
Customer Relations Manager
Vodafone Limited
The Connection
Newbury
Berkshire RG14 2FN

You can also send us an email

We aim to resolve all issues on first contact, but if we cannot we will escalate your call to a team manager. If the team manager cannot resolve the issue we will refer it to our dedicated customer relations team. In any event we will endeavour to resolve any complaint within one week. If we are unable to do so, we will notify you and provide weekly updates on progress.

If after eight weeks we still can't resolve the complaint you can refer the issue to the independent Alternative Dispute Resolution service provided by Ombudsman Services Communications. Provided your complaint is in their remit, they will investigate your complaint free of charge.

You can find out more on their website at www.os-communications.org, email them at enquiries@os-communications.org or call them on 0330 440 1614 or fax them on 01925 430 049.

Alternatively you can write to:
Ombudsman Services Communications
PO Box 730
Warrington WA4 6HL

You can request that your complaint goes to Ombudsman Services Communications before eight weeks, though we have the right to insist that our process is followed if we're taking steps to resolve your complaint and expect it to be resolved in a timely manner. Referral to Ombudsman Services Communications can be refused if the complaint is malicious or outside their remit.

If you need to receive this document in a different format, such as in large print or Braille, you can send us an email or call 33222 from your Vodafone mobile or 0870 073 3222 from a landline.

We also observe the codes of practice in the following attachments:

Attachments