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Complaints Code of Practice

Not raised a case?

If this is the first time you are reporting this issue, please contact one of our lovely Member Services agents (who will respond within 24 hours). Contact an agent

What should I do next?

We are sorry to hear that your issue has not been completely resolved yet.

Our aim is always to respond to complaints within 5 business days You will be kept informed of the expected timeframe.

When contacting us please ensure you include the following information as this will help the initial investigation into your complaint.

  • Your name
  • Your giffgaff mobile number and your member name
  • SIM serial number
  • A suggestion of what you'd like us to do to put things right

Additional account information may be needed if necessary.

How do I get in touch?

If you would like to email us about your complaint, drop us an email with the above information to complaints@giffgaff.com and one of our Member Relations agents will respond as soon as they can.

If you prefer to send us a letter with details of your complaint, please address it to our giffgaff offices:

  • Complaints,
  • giffgaff Ltd, 11 Vine Street,
  • Uxbridge, Middlesex UB8 1QE

By email
Our agents will contact our members by email within 5 business days.

By post
If contacting us by post, please provide all account information (highlighted above) and one of our agents will contact you by email or letter (on request) within 5 business days of receipt of the letter.

Not satisfied yet. What else can I do?

Regarding giffgaff mobile network and services

If we haven't been able to sort things out within 8 weeks, the ombudsman can review your complaint. Unless there is a deadlock situation, they won't look at cases that are less than 8 weeks old. Contact them directly at:

Ombudsman Services: Communications
PO Box 730
Warrington
WA4 6WU

Phone: 0330 440 1614
Fax: 0330 440 1615
Textphone: 0330 440 1600

https://ombudsman-services.org/communications.html

You can find more information about our duties and responsibilities on the Ofcom's website.

Ofcom's website also contains a section describing our obligations with regards to the complaints from our members: http://stakeholders.ofcom.org.uk/telecoms/ga-scheme/general-conditions/customer-code-practice/

Online dispute resolution

If you're not happy with a product or service bought online, you can submit a complaint through European Online Dispute Resolution platform. It can be used for cross-border or domestic issues, although it could be easier to contact the Ombudsman directly for domestic disputes.

Visit the Online Dispute Resolution platform to find out more

Regarding giffgaff money

At this stage, if you are still not satisfied, you should contact us again and we will arrange for the Head of Credit Services to review the decision made by the agent and subsequent investigating agent.

We will write to you within 14 business days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

If we are unable to resolve your complaint within eight weeks of receipt, or you are not satisfied with our response to your concerns, you may be eligible to submit details of your complaint to the Financial Ombudsman Service. Their contact details are:

The Financial Ombudsman Service,
South Quay Plaza,
183 Marsh Wall,
London E14 9SR
or visit them at http://www.financial-ombudsman.org.uk/

Online dispute resolution

If you're not happy with a product or service bought online, you can submit a complaint through European Online Dispute Resolution platform. It can be used for cross-border or domestic issues, although it could be easier to contact the Ombudsman directly for domestic disputes.

Visit the Online Dispute Resolution platform to find out more


Advice about your consumer rights

For information on your customer rights, get free advice from your local citizens advice bureau (CAB), customer advice centre, local authority trading standards or consumer protection department. You'll find their contact details in the local telephone directory or ask to your town hall or local authority offices.