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Vodafone Complaints Step-By-Step Guide

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Woman writing Vodafone complaints on laptop next to Vodafone logo

If you have a complaint about Vodafone, here is a step-by-step guide to help you get the Vodafone complaints process started. Read on to learn how to make a successful Vodafone complaint.

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How Do I Complain About Vodafone?

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If you’re not happy with your Vodafone service, you can make a complaint against the provider - regardless of if your Vodafone complaint is with your Vodafone Broadband, Vodafone Mobile, or Vodafone Business service. To do this, you’ll need to decide how you’d like to make your Vodafone complaint.

There are several ways you can file your Vodafone complaints, the way you choose will have no impact on your complaint. However, some methods are faster than others. When you make your Vodafone complaint, the provider will follow its strict Complaints Code of Practice that has been approved by Ofcom, the communications regulator, to ensure that any Vodafone complaints are dealt with fairly and swiftly.

You can make Vodafone complaints using the following methods:

  • By phone
  • Email
  • Online form
  • Live chat
  • In writing

Vodafone Broadband Down? If you're Vodafone broadband is not working, you can find out how to fix it by reading our Vodafone Broadband Down guide.

Vodafone Complaints Number

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If you prefer to speak to someone about your Vodafone complaint, you can call the Vodafone customer service complaints number. This is available from 8am to 8pm seven days a week, and they will be able to help you resolve your issue over the phone. In some cases, where the complaint requires investigation, it will be passed to the relevant team leader or manager who will then contact you with a resolution within five working days.

You can use the Vodafone complaints number below to contact the provider by phone.

Vodafone Complaints Number
Vodafone Complaints Number Vodafone Complaints Opening Hours
0333 3040 441 Monday to Friday 8am to 8pm

Last updated: 04/07/2022

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Vodafone Complaints Email Address

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The Vodafone complaints email address is unfortunately only available for complaints about a Vodafone product or service that has been purchased online. For any other type of complaint, you should use one of the other Vodafone complaints methods.

If you’d like to go ahead and make your Vodafone complaint via email, make sure you include all of the relevant information, including your full name and telephone number. Once you’ve gathered all the information and any evidence you’d like to include to back up your complaint, you can send it to the Vodafone complaints email address which you can find below.

Vodafone Complaints Email Address
Vodafone Complaints Email Address [email protected]

Last updated: 04/07/2022

Vodafone Complaints Form

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If you want to make a Vodafone complaint by email, but it isn’t about a product or service you purchased online then you will need to use the Vodafone complaints form. It’s very easy to use, however you will need to have some details to hand before you get started, such as:

  • Your mobile number
  • Your Vodafone account number
  • Your full name and address
  • Your Vodafone registered email address
  • Contact number
  • Preferred time to receive a callback
  • Your landline number - if it’s a broadband complaint
  • Your device plan reference ID - if it’s a loan agreement complaint

When you’ve got that information ready, head over to the Vodafone Complaints Form and fill it out - along with a detailed explanation of why you’re making a Vodafone complaint. Once you hit submit, the Vodafone complaints team will review it and get back to you within two weeks.

You can use the Vodafone complaints form to make a complaint regarding the following topics:

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Vodafone Complaints Live Chat

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This option is usually best if your Vodafone complaint is relatively simple, as the live chat representatives can sometimes be limited in what they can help with and your complaint will usually be received by them and passed to the complaints team for further investigation. However, if you’d like to use the live chat for Vodafone complaints, you can follow these simple steps to access it:

  1. Go to the Vodafone website
  2. Scroll down to the bottom of the page
  3. Look for “Complaints code” under “Help & Support
  4. On the page that opens, you will be able to choose the option “Chat to us
  5. Click on the button labelled “Chat now
  6. A pop-up will open in the bottom right corner
  7. Enter your name and phone number
  8. Choose the reason of your complaint, the options are:
    • Network
    • Billing
    • Broadband
    • Internet of Things
    • Anything else

Written Vodafone Complaints

Whilst this might be regarded as the slowest way to make a complaint, it does feel like the most official Vodafone complaints method. When you make your complaint in writing, we’d recommend that you send it to Vodafone by registered or signed-for delivery to ensure that you have a paper trail in case you need to escalate your complaint later down the line.

You should also include the following information when you write a complaint letter to Vodafone:

  • Details of your complaint
  • Your full name
  • Installation and/or billing address
  • Your Vodafone account number
  • Copies of evidence, such as photographs, invoices, bill, etc

Once you’re ready to send your written complaint to Vodafone, pop everything in an envelope and send it to the following address:

Vodafone Complaints Address Customer Relations Manager
Vodafone Limited
The Connection
Newbury, Berkshire
RG14 2FN

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Vodafone Complaints Process

Now that you know how to make your Vodafone complaint, you should be aware of the different stages that your complaint will go through to reach a successful resolution for you.

Vodafone Complaints Process Step One

The first step is to let Vodafone know you’re unhappy with the service, this first step in the Vodafone complaints process is done using your preferred method as listed above. It’s important to know that Vodafone will take a varying amount of time to get back to you depending on the way you’ve contacted them.

  • Phone: five working days
  • Email: two weeks
  • Online form: two weeks
  • Live chat: five working days
  • In writing: five working days

In the case that your complaint requires more attention, Vodafone states in its Complaints Code of Practice that it will notify you of any delays to the resolution of your complaint and aims to keep you updated at all times.

If you’re not happy with what Vodafone proposes as its resolution, you can request that it be escalated internally.

Vodafone Complaints Process Step Two

Step two of the Vodafone complaints process is to have your complaint escalated and reviewed by a senior member of the Vodafone complaints team. This person will review everything that’s happened so far and may request further information from you, such as why you’re not happy with the first resolution and what you’d like to happen next.

If they’re able to meet your demands they will close your complaint as resolved, otherwise they will propose a final offer to settle the complaint.

Vodafone Complaints Process Step Three

In most cases, a Vodafone complaint won’t reach step three. If it does, then this will involve escalating your complaint to the Telecommunications Ombudsman for an independent review and adjudication. The Ombudsman will then give a final verdict which the provider must follow.

We should point out that you can only send your Vodafone complaint to the Ombudsman if either of the following circumstances have been met:

OR

  • At least eight weeks have passed since you first made the complaint
  • You’ve received a “deadlock letter” from bOnline

Below are the contact details for the Telecommunications Ombudsman.

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.

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How Do I Claim Compensation From Vodafone?

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Since June 2021, Vodafone has participated in the Ofcom Automatic Compensation Scheme which gives compensation automatically when service has been lost or Vodafone misses an agreed appointment.

In the table below, you can see how much Vodafone complaints compensation you are entitled to and what the requirements are to be able to claim compensation from Vodafone.

Vodafone Automatic Compensation Scheme
Problem Compensation Amount Terms
Loss of Service £8.40 per day Service has not been fully restored after two full working days
Missed Appointment £26.24 per appointment Vodafone engineer is a no-show or cancelled with less than 24-hours notice
Delayed Activation £5.25 per day Your Vodafone service isn't activated on the day it was promised

Last updated: 04/07/2022

Other Broadband Providers that are part of the Ofcom Automatic Compensation Scheme are:

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Vodafone Complaints Most Asked Questions

How Do I Complain About Vodafone?

The simplest way to complain about Vodafone is to give Vodafone customer service a call on 0333 3040 441, the representative will try to solve your complaint immediately and if for whatever reason they’re unable to, your Vodafone complaint will be passed to the complaints team for an investigation - you can expect a reply within five working days.

How Do I Email a Complaint to Vodafone UK?

Unless your complaint is about a product or service you bought online from Vodafone, you will need to submit your complaint using the Vodafone Complaints Form which can be found on the Vodafone website. For customers who have purchased online and wish to make a complaint, the email address is [email protected]

How Do I Escalate a Complaint to Vodafone UK?

First of all, you should allow Vodafone a little time to fully investigate your complaint. This can take from five days to two weeks, depending on how you initially made the complaint. Once Vodafone has given you its first offer of resolution, you can request it to be escalated if you’re not happy with the offer.

Can I Complain to the Ombudsman About Vodafone?

Yes, you can. However, you can only do so if your complaint has not been resolved after eight weeks or Vodafone has sent you a deadlock letter. If you don’t meet either of that criteria, the Ombudsman will not entertain your complaint.

How Do I Write a Complaint Letter to Vodafone?

You should ensure that you include the following information when you write a complaint letter to Vodafone:

  • Details of your complaint
  • Your full name
  • Installation and/or billing address
  • Your Vodafone account number
  • Copies of evidence, such as photographs, invoices, bill, etc

You can then send your written Vodafone complaint to Customer Relations Manager, Vodafone Limited, The Connection, Newbury, Berkshire, RG14 2FN

How Do I Claim Compensation From Vodafone?

If your complaint meets the requirements of the Automatic Compensation Scheme, such as extended loss of service or an engineer not showing up at the agreed time, Vodafone will provide you with compensation automatically. If you’d like to claim compensation from Vodafone for any other reason, you can include this request in your complaint.

What Does the Consumer Ombudsman Do?

The consumer Ombudsman will mediate between both parties (you and Vodafone) to make sure the provider has followed the agreed terms of its Code of Practice and the resolution that has been offered is fair. If the Ombudsman does side with you, the resolution it places on Vodafone will be binding.

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