Customer complaints code.
At Three we try our best to provide you with a great service and we are keen to hear from you if you think we've not done a good job.
Our complaints process gives you the opportunity to tell us about what's gone wrong. Our specialist team will do everything they can to put it right.
The best way to contact our complaints team is by filling out our online form here. You can also contact our complaints team by writing to the address opposite.
On our online form we need to ask you for some personal information for security reasons and we'll also ask for some details of the problem and what you would like us to do to put things right.
After completing our online form.
- You’ll get an automated response straight away showing the reference number we’ve given your complaint so it's easy to track.
- We’ll try to contact you using your preferred method (phone or email) within 72 hours to let you know how long we think it will take to sort out your complaint. If we cannot contact you, we'll leave a message and a direct number for our complaints team.
- After we have spoken to you, our complaints team will aim to resolve your complaint within 14 days. We will contact you to let you know when and how we propose to resolve your complaint.
- In the unlikely event that we are not able to resolve your complaint within 14 days, we will contact you within this time period to let you know when we will have an update for you.
You can ask someone to make a complaint on your behalf but we’ll need confirmation from you that this person is acting with your consent. The only exception is if your MP contacts us regarding your complaint.
We’ll do everything we can to sort out your complaint but, if we haven’t done this within eight weeks, you can contact the telecommunications ombudsman Ombudsman Services: Communications.
Ombudsman Services: Communications is an independent organisation dedicated to sorting out disputes between customers and providers.
Ombudsman Services: Communications may return the complaint to us if we have not been given a reasonable chance to sort it out or if the complaint falls outside of the organisation’s responsibilities.
If Ombudsman Services: Communications takes on a case for investigation, we agree to be bound by the decision the organisation makes.
You can contact Ombudsman Services: Communications within the first eight weeks after making your complaint if we have sent you a ‘deadlock’ letter. A deadlock letter is issued when we believe we have done everything we can to sort out a complaint but the customer is still unhappy. You can request a deadlock letter from the advisor dealing with your complaint.
We will not send a deadlock letter if:
- We expect to resolve your complaint
- We are working on a solution
- We know your complaint falls outside of Ombudsman Services: Communications responsibilities as explained on its website
We will refuse to issue a deadlock letter if we think your complaint has no merit and has been brought to harass or divert Three.
From July 22, 2011, we will also write to you after the eight-week period to let you know how to contact Ombudsman Services: Communications and what you can do if you are not happy with our response to your complaint.
We will not write to you if:
• We know your complaint falls outside of Ombudsman Services: Communication's responsibilities a explained on its website
• We think your complaint has no merit and has been brought to harass or divert Three
• We believe the complaint has been dealt with
If you believe we have closed a complaint and it has not been resolved you can ask us to reopen it by
calling 0800 358 4916 and quoting your complaint reference number.
Ombudsman Services: Communications contact details:
Ombudsman Services: Communications
PO Box 730
Warrington
WA4 6WU
Email: enquiries@os-communications.org
Telephone:
Monday to Friday between 9am and 5pm
Phone: 0330 440 1614 or 01925 430049
Fax: 0330 440 1615 or 01925 430059
Textphone: 0330 440 1600 or 01925 430886
Online
Write to us.
Three Customer Complaints
Hutchison 3G UK Ltd.
PO Box 333
Glasgow
G2 9AG
Accessibility
If you would like more information about our Accessibility Services please
click here
Call us.
333 free from a Three mobile
0843 373 3333 (5p/min from a BT landline,
other networks vary)
Small business?
A small business is one that spends less
than £5,000 per year with Three or one that
employs 10 people of fewer.
Online
Write to us.
Three Business Services
PO Box 333
Glasgow
G2 9AG
Call or fax us.
337 free from a Three mobile
0843 373 3337 from any other line (charged
at national rate)
Once we’ve received your letter, we’ll get back to you within 10 working days.
