How to complain
At Three, we try our best to make sure you always have a great experience. However, if you think we've made some mistakes, we want to hear from you so we can make things better. And, as long as we get confirmation of consent, someone else can raise a complaint on your behalf.
We want to resolve your issue as quickly as possible, but sometimes it can take a little longer. The quickest way to contact us is via Live Chat or by giving us a call, but if this doesn't work, you can use our complaints form.
If you need any help submitting your complaint, check out our Accessibility page. You can find out more about our complaints process by reading our Complaints Code of Practice.
Ways to complain
We're making it easier to get in touch with us about a complaint.
R E C O M M E N D E D O P T I O N
Speak to us online
Our dedicated Customer Relations team are trained to handle your complaint. You can get in touch online using our Live Chat.
Live Chat is open from 8am to 8pm Monday to Friday, and 9am to 6pm Saturday and Sunday.
Call us
You can give us a ring to let us know about your problem by phone. Our Customer Service teams are available from 8am to 8pm Monday to Friday, and 9am to 6pm Saturday and Sunday. The numbers are below. Standard rates apply on all numbers except 333, which is free on all Advanced plans.
Personal customers
From your Three phone
333
From any other phone
0333 338 1001
From abroad
(standard roaming rates apply)
+44 7782 333 333
Business customers
Write to us
You can complain by post too. All you need to do is write to us at the below address.
Three Customer Complaints
Hutchison 3G UK Ltd.
PO Box 333
Glasgow
G2 9AG
Fill out our complaints form
You can complete our form to let us know about your issue. We'll just need some info about you and the problem. We aim to contact you about your complaint within 14 days.
Online purchase
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 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.