Complaint Guidance

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. If you do, our complaints team will work with you on a fair and prompt resolution.

Everything resolved?

If you’ve already spoken with us and agreed to close your complaint, you don’t need to do anything else.

Need some time?

If you’ve asked for some time to think about a resolution we’ve offered, you need to get in touch within 28 days to tell us if you’re happy or if your complaint remains unresolved. If we don’t hear from you within 28 days, we’ll conclude that your complaint has been resolved to your satisfaction and close it without taking any further steps on your account.

Just so you know, we are a member of the alternative dispute resolution scheme operated by Communications Ombudsman and we’ve included their contact details below. However, the Ombudsman will only accept complaints in certain circumstances and you’ll find more information in our Customer Complaints Code

Ombudsman contact details:

Fax: 0330 440 1615
Phone: 0330 440 1614 (Monday to Friday, 8am to 8pm, and Saturday, 9am to 1pm)
Textphone: 0330 440 1600