If you’re unhappy with any Yellowcom products or services and want to make a complaint, our service teams are in the best position to help you. They should be the first people you contact, either by phone or letter.
Calling us is the fastest way to have your complaint resolved by our dedicated team. Simply call 0141 882 4563 – the call is free from all UK landlines and mobiles.
We’ll keep you up-to-date throughout the process of resolving your complaint:
•Our advisers will aim to resolve your complaint while you’re on the phone
•If that’s not possible, they’ll escalate your complaint for further investigation
•If an adviser can’t resolve your complaint, ask to speak to a manager.
•A member of our dedicated complaints team will call you within 48 hours with a resolution
If we’re unable to resolve your complaint within 8 weeks, you have the right to take your complaint to the Ombudsman.
Other ways of resolving your complaint
Write to us
You can write to us at the following address.
Customer Relations Manager
We’ll let you know when we’ve received your complaint, and will start our investigation. We may need to call you to update you on how things are going.
Once we’ve reviewed your complaint, our aim is to resolve it within five working days. If it’s going to take longer, we’ll keep you up to date on our progress.
If we’re unable to resolve your complaint within eight weeks, you have the right to take your complaint to the Ombudsman.
Ombudsman Services: Communications
If we can’t resolve your complaint within eight weeks, you may want to take your complaint to the Ombudsman. Ombudsman Services: Communications is the Ombudsman for Vodafone. It independently handles disputes between communications companies and consumers, and the service is free.
Their contact details are:
Ombudsman Services: Communications
PO Box 730
Warrington
WA4 6WU
Phone: 0330 440 1614 (standard call charges apply)
Fax: 0330 440 1615