Customer complaints code.
Get an instant response.
Our Customer Service teams are trained to handle your complaints. You can contact our Customer Service team by Live Chat.
Live chat is open 8am to 11pm, 7 days.
Raise your issue using Resolver.
We work with Resolver, a free to use, independent complaints service. You can raise your complaint using their simple online process, and we’ll work with them to resolve it for you, as quickly as possible.
Visit the Resolver website to find out more.
You’re also welcome to let us know about your issue by phone. Our Customer Service teams are available by phone from 8am - 8pm Monday to Friday, and 9am - 6pm Saturday and Sunday.
- From your Three phone*
- From any other phone**
0333 338 1001
- From your Three phone*
- From any other phone
0333 338 1026
Write to us.
If you'd like to complain by post, simply write to us at our address.
Three Customer Complaints
Hutchison 3G UK Ltd.
PO Box 333
Contact the Ombudsman.
If your complaint still isn't resolved after contacting us using the above methods, you can ask the Ombudsman to look at your case for free.
If we are unable to reach agreement within 8 weeks we will provide details of how to contact the Ombudsman.
The Ombudsman is an independent organisation dedicated to sorting out disputes between customers and providers, and Three will be bound by its decision if a case is opened.
The Ombudsman will only consider complaints:
A deadlock arises when we believe we've done everything we can to sort out a complaint but can't reach an agreement with you.
You can request a deadlock letter from the advisor dealing with your complaint. However, if they are working on a solution, expect to resolve the complaint or recognise that your complaint falls outside the Ombudsman's responsibilities, they won't send a deadlock letter. Additionally, on occasion we receive malicious complaints, which neither the Ombudsman nor Three will respond to.
Ombudsman contact details:
Fax: 0330 440 1615
Phone: 0330 440 1614
Textphone: 0330 440 1600
Online: Ombudsman's website.
PO Box 730
If your complaint is about a purchase you made online and we’ve been unable to resolve your concerns through our complaints process, you can submit your complaint through the European Commission’s online dispute resolution platform, instead of contacting the Ombudsman directly. You can find the platform and more information on how it works here: http://ec.europa.eu/consumers/odr
The platform simply facilitates the investigation and resolution of your complaint through the Ombudsman so, if you’re unhappy, you may find it easier to contact the Ombudsman directly. Remember, you can only use the platform if your complaint comes from an online transaction. If you made your purchase over the phone or in store, you need to contact the Ombudsman using the contact details above.
*Free, unless you're on one of our Essential plans, in which case it will come out of any available minutes allowance or charged at your out of allowance rate of 35p per minute.
**Standard call rates apply.