Make a complaint
Something not right? Tell us what's happened and we'll do our best to get it sorted.
If this is the first time you're reporting the problem, read our help articles or get in touch with one of our helpful agents.
How to make a complaint
Choose the way that suits you. Please include your name, mobile number and member name, and what you'd like us to do to put things right.
Online
Fill in our complaint form and our agents will get back to you by email within 5 working days.
By post
If you'd prefer to write to us, you can post your complaint to:
Complaints
giffgaff Ltd, Belmont House
Belmont Road
Uxbridge UB8 1HE
If you're a member, include your account details. We'll reply within 5 working days.
By voicemail
You also have the option to leave us a voice message on:
0330 041 4802
Include:
Your name
Mobile number
Email address
Member name (if applicable)
We'll reply by email within 5 working days.
What happens next
- 1
We'll confirm we've got your complaint and send you a complaint reference.
- 2
We'll look into what's happened.
- 3
We'll come back to you within 5 working days.
Not happy with the outcome?
If we can't sort things out within 6 weeks, or we reach a deadlock, you can ask the Communications Ombudsman to take an independent look. It's free and won't affect your rights.
Communications Ombudsman, PO Box 730, Warrington, WA4 6WU.
Call 0330 440 1614 or textphone 0330 440 1600.
Contact the Communications Ombudsman onlineAdvice about your consumer rights
For information on your customer rights, you can get free advice from your local citizens advice bureau (CAB), customer advice centre, local authority trading standards or consumer protection department. You can look up their details online or contact your local authority.