Vodafone Complaint - Ombudsman

starM

Hi.

I had some problems with Vodafone relating to my previous order which I made afew months ago. Many fail promises to call back etc and not getting anywhere. I have tried to put my complaint forward to Vodafone but failed to get an acceptable response.

Does anyone please know the ombudsman or trading standards department to contact about a complaint with Vodafone?

Thanks
MS

grumbler

http://www.vodafone.co.uk/about-us/code-of-practice/
http://consumers.ofcom.org.uk/complain/phone-and-broadband-complaints/customer-services/

www.os-communications.org

Trading standards will be waste of time IMO.

gjchester

The ombudsman will not get involved until you have been through Vodafone's complaints procedure in full.


Trying to short circuit the process by going to the ombudsman before you have will just see your claim returned with the comment of use the Vodafone system first. You need to have reached an impasse and get a deadlock letter or wait (I think) 6 weeks after asking for a deadlock letter before you can take it forward to the ombudsman

mobilejunkie

It's 8 weeks.

hannahgib69

My partner's also had horrific service from Vodafone. My phone contract is now up for renewal and am avoiding them at all costs, I'd recommend for anyone to do the same as they have demonstrated complete incompetency.

They were unable to transfer a number for 3 months despite having PAC codes, they owe a £89 refund but are still are pursuing as yet unexplained outstanding charges.

The call centre is horrific, the staff are rude, the store staff don't have a clue. Am now asking for a letter of deadlock as suggested above but the Citizens advice bureau says Ofcom won't investigate individual complaints. Does anyone know how I escalate?

d123

hannahgib69 wrote: »

My partner's also had horrific service from Vodafone. My phone contract is now up for renewal and am avoiding them at all costs, I'd recommend for anyone to do the same as they have demonstrated complete incompetency.

They were unable to transfer a number for 3 months despite having PAC codes, they owe a £89 refund but are still are pursuing as yet unexplained outstanding charges.

The call centre is horrific, the staff are rude, the store staff don't have a clue. Am now asking for a letter of deadlock as suggested above but the Citizens advice bureau says Ofcom won't investigate individual complaints. Does anyone know how I escalate?

Grumbler gave the link to the ombudsman used by Vodafone in post #2.

http://www.os-communications.org/

grumbler

So did Vodafone themselves in their complaints procedure (the first link I posted).

d123

grumbler wrote: »

So did Vodafone themselves in their complaints procedure (the first link I posted).

I'd believe you before I'd believe anything Vodafone said so I didn't click on their link .

Hell, I'd even believe Satan before I'd believe anything Vodafone said.

:rotfl:

grumbler

My point was that some people go to CAB and other places for advice, but can't be bothered to check the information on Vodafone's website first.

d123

grumbler wrote: »

My point was that some people go to CAB and other places for advice, but can't be bothered to check the information on Vodafone's website first.

You do have a point there .

starM

I have sent several emails to the CEO email address - Had a call from Customer Relations Team last Thursday. They will not listen. I told him I will be taking the complaint to the Ombudsman. They said go ahead.

8 weeks are not over yet - As Customer Relations Team provided final response over the phone - should I still wait for 8 weeks in order to make the complaint to the Ombudsman?