How to make a complaint
Not raised a case?
If this is the first time you’re reporting the problem, get in touch with one of our lovely agents (they’ll respond within 24 hours). Contact an agent
If you have raised a case
If our agents can’t resolve the issue you can make a formal complaint to us.
Our aim is always to respond to complaints within 5 business days You'll be kept informed of the expected timeframe.
When getting in touch please include as much of the following info as you can. It’ll help speed things up:
- Your name
- Your giffgaff mobile number and your member name
- What you'd like us to do to put things right
We might need some additional account info depending on the complaint.
How do I get in touch?
If you'd like to email us about your complaint, drop us a message with the above info to firstname.lastname@example.org and one of our agents will respond as soon as they can.
Our agents will contact our members by email within 5 business days.
If you prefer to send us a letter with details of your complaint, please address it to our giffgaff offices:
- giffgaff Ltd, Belmont House,
- Belmont Road, Uxbridge UB8 1HE
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
Once we contact you with the outcome, you have 28 days to get back to us or we’ll assume the matter is resolved and close your complaint. We’ll inform you of this process when we contact you. If we view your complaint as resolved but you do not agree, this may lead to a “deadlock” situation where we will either issue you with a deadlock letter or you may request one, to allow you to escalate your complaint to the ombudsman.
In addition, the ombudsman can review your complaint if we haven't been able to sort things out within 8 weeks. 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
Phone: 0330 440 1614
Fax: 0330 440 1615
Textphone: 0330 440 1600
You can find more information about our duties and responsibilities on 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
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.