How to complain

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Call us

You’re also welcome to let us know about your issue by phone. Our Customer Service teams are available by phone from 8am to 8pm Monday to Friday, and 9am to 6pm Saturday and Sunday.

From your Three phone*

From any other number**
0333 338 1001

From your Three phone*
(Business customers)

From abroad***
+44 7782 333 333

*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.

Write to us

If you’d prefer to write, please send your thoughts to:

Three Customer Complaints
Hutchison 3G UK Ltd.
PO Box 333
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.

Ombudsman Services: Communications
PO Box 730

For Device Finance complaints:

Financial Ombudsman Service contact details:

Telephone: 0800 0 234 567 or 0300 123 9 123 (mobile)

The Financial Ombudsman Service
Exchange Tower
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:

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.

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