COMPLAINTS
CODE OF PRACTICE
WE’RE
ALWAYS
WORKING
HARD
TO MAKE
SURE
YOUR
EXPERIENCE
WITH EE IS AS
GOOD
AS
POSSIBLE.
BUT IF
SOMETHING HAS FALLEN
BELOW
THE
STANDARDS
YOU EXPECT,
WE HAVE A COMPLAINTS
PROCEDURE
TO
HELP DEAL
WITH
THE
ISSUE QUICKLY AND
SIMPLY.
Complaints Code of Practice
Int
r
o
duction
EE, the UK’s most advanced digital communications company, is the first in Britain to offer
superfast 4G mobile services alongside fibre broadband. We run the EE, Orange and T-Mobile
brands, delivering our 27 million customers with the best network and best service so they trust
us with their digital lives.
EE provides a range of services, including services for customers with disabilities, please visit
our website http://ee.co.uk/ for more information.
EE is required by Ofcom to publish a code of practice containing details and information on how
we work to solve customer complaints and disputes, and the options available to you if we can’t
do that within 8 weeks. This code applies to you if you’re an EE, Orange or T-Mobile, home
broadband, mobile, residential or small business customer. This code is available at
http://ee.co.uk/help/safety-and-security/my-digital-life/complaints-code-of-practice or you
can get a copy by calling us.
Terms and
Conditions
When you first enter into agreement with us you’ll receive a set of terms and conditions which
details how we will provide the services to you. A copy of the terms and conditions that apply to
you can be downloaded from our website or by contacting us. Please be aware that call charges
may be incurred depending on your talk plan or service provider.
Complaint
handling and
alternative
dispute resolution
pr
o
cedur
es
We hope that you’ll never have reason to complain about any aspect of our services. However, if
there is something that you’re not happy with you should contact customer services first. We’ll
try and solve your issue quickly where we can, but there may be times when it may take a while
to sort out.
EE, Orange & T-Mobile complaints
pr
o
cedur
e
Step 1
Stage 1 –
Contact
Customer Services
If you need to contact us you can do so by phone, email or letter.
You can call us between 8am to 10pm Monday to Friday and 8am to 8pm Saturday and Sunday. Charges
may apply when calling from your EE/Orange/T-Mobile phone, check your price plan or non-standard
price guides to find out at
http://ee.co.uk/help/add-ons-benefits-and-plans/price-plans-and-costs
Please remember that calls may be monitored and recorded for training purposes.
By
phone
EE
Or
ange
T
-Mobile
For mobile
cust
omers
Pay
Monthly
Pay As You Go
From your EE
/
Or
ange
or T-Mobile mobile
phone
150
150
450
150
From a UK
landline
07953 966 250
07973 100
150
07973 100
450
0845
412
5000
or
07953 966
150
If
you’re
abroad
+447953 966 250
+447973
100
150
+447973
100
450
+447953 966
150
If
your
phone
is lost or
st
olen
07953 966 250
07973 100
150
07973 100
450
0845
412
5000*
or
07953 966 250
*calls from other phones will cost 7 pence per minute plus the phone company’s Access Charge.
For landline and home broadband
cust
omers
From any
phone
From an EE
/
Or
ange
or T-Mobile
phone
*calls from other phones will cost 7 pence per minute plus the phone company’s Access Charge.
Customers
with
disabilitie
s
From your EE
or
T-Mobile mobile
phone
Disability
Care -
From any phone in the UK
When calling
f
r
om
abroad
Video Relay Service
Email
For landline and home broadband
cust
omers
https://explore.ee.co.uk/broadband/email-us
Write
If you’re a mobile or small business home broadband customer, write to us at;
If you’re a Home Broadband customer, write to us at;
EE
Customer Services
6 Camberwell Way
Sunderland
Tyne & Wear
SR3 3XN
EE
Customer Care
PO Box 486
Rotherham
S63 5ZX
Don’t
f
or
get
t
o
include:
• Your full name
• Your full postal address
• Your account number and/or mobile telephone number and if you’re a home broadband
customer your landline telephone number
• Please specify which brand you are on EE, Orange or T-Mobile
• Details of your complaint
• Your resolution requirements
• An alternative daytime contact telephone number
The Customer Services Team will be working towards contacting you within 72 hours of
receiving your complaint. If we can’t get hold of you by phone we’ll email you if you have
provided us with your email address, or we’ll write to you.
Stage 2 - Escalate the complaint
If you are not satisfied with our response, you can ask for us to reconsider the issue. You have the
option to discuss the issue with a Customer Service Team Leader. If your complaint still isn’t
resolved after speaking to a Team Leader/Manager then you can escalate to an Operations Manager.
If your issue is still unresolved, you should follow the procedure below.
Step
2
If after contacting us by phone, email or letter you’re not happy about the way we dealt with
your issue there are two ways you can escalate your issue to us:
Either, call one of our specialist team on 0808 121 3333 (open 08:00-20:00) or, use the form
below and we will be in touch within 72 hours.
https://explore.ee.co.uk/forms/we-are-listening
Step
3
Stage 1
You can get independent advice from the Citizens Advice Bureau, Consumer Advice Centre and
Trading Standards. Whilst we’re happy to work together with the above independent
organisations, if you decide you need their help to resolve your complaint, we would always
want you to come to us first, as most problems can be resolved quickly this way. For broadband
customers, after asking us to refer your complaint to the organisations mentioned above, you may
also find it useful to speak to the Internet Service Providers Association (ISPA) at www.ispa.org.uk.
Stage 2 - Contact Ombudsman Services
If after contacting us we have not resolved your complaint within 8 weeks or if there is a
deadlock situation, you may refer your complaint to Ombudsman Services, free of charge.
Deadlock arises when we believe we have done everything we can to resolve your complaint but
can’t reach an agreement with you. You must have followed our escalation process before you
can request a deadlock and we will be unable to send a deadlock letter if we are still working to
resolve your complaint or if your complaint falls outside the remit of Ombudsman Services.
Ombudsman Services is an independent dispute resolution scheme, approved by Ofcom. Please
ensure that you read Ombudsman Services guidelines to ensure that your complaint satisfies the
conditions for referral. http://www.ombudsman-services.org/communications.html
When your complaint goes through Ombudsman Services, an independent assessor will review
your complaint and make a decision about how to settle it.
Details of the service are available by contacting us or Ombudsman Services directly:
Ombudsman Services
The Brew House
Wilderspool Park
Greenall's Avenue
Warrington
WA4 6HL
Tel: 0330 440 1614
Fax: 0330 440 1615
Text phone: 0330 440 1600
Website: http://www.ombudsman-services.org/communications.html
Ofcom
As the communications regulator – Ofcom are there to ensure, among other things, that all
Communication Providers have a Complaints Process in place which meets certain criteria. Ofcom
don’t investigate individual complaints on behalf of the consumer or adjudicate, but they can provide
guidance on the complaints process as stipulated in Steps 1-3 of this Code of Practice.