The impact of COVID-19 means some customers may experience delays in our service and we’d like to apologise if you're affected. We're working hard to ensure all cases are fully investigated and we'd like to thank you for your patience as we continue to adjust to these challenging times. You should Contact Us as soon as possible if your personal circumstances have changed or your services have been impacted.

Three: we can review your complaint.

If you have an unresolved complaint about a communications or energy product or service we may be able to help.

Helping to improve customer service in the communications sector.

95%

We resolved 95% of communications complaints in under 6 weeks in 2019.

We strive to resolve complaints quickly, making fair and balanced decisions.

49%

49% of all communications complaints that we handled in 2019 were completed online.

We resolve complaints involving a wide variety of issues.

£79

The typical goodwill payment that we awarded to consumers was £79 in 2019.

We ask providers to recognise when they have let customers down.

Ready to submit a complaint about Three?

There are a number of things you need to do before you can complain to us about Three. You'll need to log a formal complaint with the company, then allow them eight weeks to investigate or wait to receive a deadlock letter.

View our full complaint process

What outcome can I expect if I complain?

We can ask companies to carry out a number of things:

  • Take practical action (e.g. credit or cancel an account, change your tariff).
  • Make an apology.
  • Offer a financial 'Time and Trouble' award. Click here.
  • Make recommendations to prevent this happening again.
  • A combination of these actions.

We resolve communications sector complaints about all sorts of things

  • Billing
  • Customer Service
  • Installations / delays
  • Switching suppliers
  • Loss of service
  • Sales
Browse our most common issues