How to complain.
At Three we always want to make sure you have a great experience and we hope that you'll never have reason to complain about our services. However, if you think we haven't done a good job we'd like to hear from you. We’re also happy for someone else to raise a complaint on your behalf, as long as we have confirmation that they’re acting with your consent.
We've tried to make the complaints process as straightforward as possible and we aim to resolve all complaints within 30 days, so get in touch using one of the methods below to register your complaint.
Contact us.
Our dedicated Customers Relations Team are trained to handle your complaint and you can contact us online by using Live Chat.
Following governmental advice related to Coronavirus, our Contact Centre staff are struggling to get to work, and therefore wait times may be extremely long. We’re really sorry about this, but we are working hard to be able to provide support for our customers, and thank you for your patience during these difficult times.
Live Chat is open from 8am to 7pm Monday to Friday, and 9am to 6pm Saturday and Sunday.
Call us.
You’re also welcome to let us know about your issue by phone. Our Customer Service teams are available by phone from 9am-6pm Monday to Sunday.
- From your Three phone*
333 - From any other phone**
0333 338 1001 - From your Three phone*
(Business customers)
337 - From any other phone
(Business customers)**
0333 338 1030 - From abroad***
+44 7782 333 333
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
Glasgow
G2 9AG
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. You can find out more about how to complain to us by reading our Customer Complaints Code.
For airtime and sim complaints:
Ombudsman contact details:
Fax: 0330 440 1615
Phone: 0330 440 1614
Textphone: 0330 440 1600
Online: Ombudsman's website.
Write:
Ombudsman Services: Communications
PO Box 730
Warrington
WA4 6WU
For Device Finance complaints:
Financial Ombudsman Service contact details:
Telephone: 0800 0 234 567 or 0300 123 9 123 (mobile)
Email: complaint.info@financial-ombudsman.org.uk.
Online: www.financial-ombudsman.org.uk.
Write:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Online purchases.
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.
*** Standard roaming costs apply. Find out about our international charges.