Step-By-Step Guide to Three Complaints

By Robert Clarke

Content Editor

If you want to know how you can make a Three complaint you’re in the right place. Our Three Complaints step-by-step guide will help you get your voice heard if you’re unhappy with Three network. Keep reading to find out which Three complaints method is right for you.

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Three Complaints

It can happen to any of us, one day you have a problem with your Broadband or Mobile and despite trying to get the problem resolved, your provider is less than helpful. In this case, you need to make a complaint to ensure your problem is resolved effectively.

If this sounds like you, then there are several ways in which you can make Three complaints and the option you choose will depend on how you’d like to tackle the issue. You can make a Three complaint in one of the following ways:

• By Phone
• Live chat
• In writing
• Online form / Email

We’ve broken each of these Three customer complaints options down to give you a detailed overview of each one to help you decide which method is best for you.

How Do I Make a Complaint to Three Network?

It doesn’t matter which channel you choose to make your Three complaint, the process is the same for each option and follows the Three Complaints Code of Practice which has been vetted and approved by Ofcom, the telecommunications industry regulator.

You can find more information about Three complaints contact option further down the page, in this section we explain the Three complaints process step-by-step.

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Three Complaints Step One

The very first thing you need to do is let Three know you’re unhappy with the service you’ve received from the Broadband Provider. This can be done by Contacting Three Customer Service. When you make a Three customer complaint for the first time, the advisor on the other end of the phone or live chat will try to solve your complaint immediately.

If they’re unable to resolve your Three complaints right away, they will take down the details of the complaint and pass it to someone who can help. When you contact Three to make your complaint, you should be ready to provide the following information:

• Details of your complaint
• How you would like Three to deal with your complaint
• Your full name
• Your billing and/or installation address
• Your email address
• A contact phone number and the best time to contact you
• Any relevant agreements and/or reference numbers

In the case that your Three complaints need to be investigated, it will be passed to a team member dedicated to solving the customer complaints and Three tries to resolve all complaints within 14 days. In some cases, it might take a little longer to resolve your Three complaints and the provider will keep you updated if it’s expected to take longer.

Once Three has investigated your complaint, the provider will inform you of the outcome. You have 28 days to decide if you’re happy with the resolution or if you think Three should do something more. If you don’t get back in touch, after 28 days your complaint will be closed as resolved.

There are three outcomes you can expect at this stage:

1. Three will accept your complaint and offer you some redress or remedial action if appropriate
2. Three may offer redress or remedial action without accepting your complaint
3. Three could reject your complaint and explain its reasons for doing so

Three Complaints Step Two

If you’re unhappy with the resolution to your Three complaints, you can request that it’s escalated for further investigation by a senior manager. Once this investigation has been completed, your Three complaint resolution will be given to you. At this stage, this is the final step you can take to resolve your complaint internally with Three.

Three Complaints Step Three

The last step in the Three complaints process is to refer your complaint to the Telecommunications Ombudsman through what’s called Alternative Dispute Resolution or ADR for short. The Ombudsman is an independent body that will mediate disputes between you and Three to make sure Three has dealt with your complaint according to the industry standards.

If the Ombudsman upholds your Three complaints, the decision it makes will be binding upon the provider. However, you can only take your complaint to the Ombudsman if one of the following conditions has been met:

1. Eight weeks has passed since you made your initial complaint
2. You’ve received a deadlock letter from Three that agrees no resolution has been reached

Once you’re ready to escalate your Three complaint to the Ombudsman, you should get in touch with them on one of the following ways:

• Phone: 0330 440 1614
• Email: [email protected]
• Post: Ombudsman Services: Communications, P.O. Box 730, Warrington, WA4 6WU
• Website: https://www.ombudsman-services.org

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If you’re getting in touch with the Ombudsman by phone, you should know that its opening hours are Monday to Friday from 8am until 8pm and Saturday from 9am until 1pm.

What does the Ombudsman do? The Ombudsman handles only the most serious complaints against Energy Suppliers, Broadband Companies and Mobile Providers. They are independant and the decisions the Ombudsman make are binding towards the supplier and providers. You can learn more about what the Ombudsman does in our Guide to the Energy Ombudsman.

Three Complaints Number

Customers who would like to speak to somebody about their Three complaints can use the Three complaints number to begin the complaint process.

There are several numbers you can use depending on the type of customer you are, and which network you’re calling from.

In the table below, you can find every option you might need, just choose the best one for you.

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Three Complaints Chat

Another option is to use the Three complaints chat, this is great if you don’t want to wait on hold for somebody to answer. Instead you can chat with an advisor in your web browser. You can use the Three complaints chat Monday to Friday from 8am to 10pm and weekends from 9am to 8pm.

To use the Three complaints chat follow these instructions:

1. Go to the Three website
2. Hover over the Support header in the main menu
3. Choose Contact us under Get in touch
4. On the page that opens, choose Live Chat

A pop-up will open in the bottom right corner of your browser, you will need to provide the following information to be connected with a Three complaints chat advisor:

• Your first and last name
• Your Three number
• Your postcode
• Your date of birth

Once you’ve filled out this information, click the purple button labelled Start Chat and wait for a Three complaints advisor to join the chat with you.

Three Complaints in Writing

If you’d like to make a Three complaint in writing, you should send your complaint and any supporting documents to the following address:

Three Customer Complaints
Hutchison 3G UK Ltd
PO Box 333
Glasgow
G2 9AG

We’d also recommend that you send your written complaint to Three by registered post to ensure you maintain a paper trail of what was sent and when, it will also be proof that your Three complaints have been received by the provider.

You should also try to provide some or all of the following information in your written Three complaint to ensure it’s dealt with swiftly and without delay.

• Your full name
• Three account number
• Your billing and/or installation address
• Your Three phone number
• A preferred method of contact such as phone or email

Three Complaints Email

Whilst there isn’t a Three complaints email as such, you can instead use the Three complaints form to send your complaint digitally. However, if your complaint is relatively urgent we would suggest making your Three complaint via phone or live chat as the complaints form can take up to seven working days to get a reply.

If you’ve decided you want to use the Three complaints form, follow these steps:

1. Open the Three complaints form
2. Fill out your personal information on the first page
3. On the second page, enter the details of your complaint and try to be as through as possible
4. Review the details on the final page and if you’re happy click “Submit your complaint”

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