Complaints code of practice

If you would like a copy of our Code of Practice, the NTS / PRS Code of Practice or this Complaints Code of Practice, please contact Customer Services.

Vodafone strives continually to improve the way we serve our customers. We can handle your service issues in various ways, ranging from quick complaint handling to acting on customer feedback from direct contact and satisfaction surveys.

Making a Complaint

If you wish to make a complaint, in the first instance you should register your complaint with Customer Services via any of the following methods:

If you are a Vodafone customer:

Telephone: 0800 027 0000

E-mail: customerservice@thus.net

Opening Hours: The Faults Team are available 24 hours, 7 days a week. The Customer Services Team are open Monday to Friday, 9am to 5pm

If you are a Demon customer

Telephone: 0345 272 2666

E-mail: enquiries@demon.net (Home / HomeOffice) or business.service@demon.net (Business)

Opening Hours: The Customer Services Team are open 8am to 8pm, Monday to Saturday (including Bank Holidays)

Resolving your Complaint

On receipt of your complaint we will acknowledge it on the same day of receipt or the next day if received after 16:00 hours. Details of your complaint will be logged in our systems. We will endeavour to contact you within 24 hours to discuss and attempt to resolve the issue, agreeing with you timescales for resolution,

If the matter cannot be resolved at first point of contact then we will escalate the issue internally and call you back with a resolution.

If, at any time, you are dissatisfied with the progress of a complaint, you may request that the matter is escalated. In this instance your complaint will be passed to the next senior member of staff who will take ownership of the complaint and will respond accordingly. This escalation path can be followed until you reach the CEO of Vodafone Ltd where a final decision will be issued by Vodafone Ltd.

Further Escalation

If you have not received a satisfactory response to your complaint, after 8 weeks, you may refer your complaint to the Telecommunications Ombudsman, where they may choose to investigate on your behalf. Alternatively you may refer your complaint to the Telecommunications Ombudsman once you have received a final decision from Vodafone Ltd.

Details of the Telecommunications Ombudsman are:

Ombudsman Services: Communications (Formerly OTELO) is an independent company providing free of charge complaint investigations. It is approved by the communications regulator, OFCOM.

Ombudsman Services: Communications

PO Box 730

Warrington

WA4 6WU

Tel: 0330 440 1614

Fax: 0330 440 1615

Web: www.ombudsman-services.org/communications.html

Email: enquiries@os-communications.org