Complaints code of practice

When you first enter into agreement with us you’ll receive a set of terms and conditions, which means that we’re agreeing to provide you with telephone, home broadband, billing and customer services. 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 and an administration charge may be applied.

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.

We will consider your complaint resolved if we do not hear from you within 28 days of the complaint resolution being agreed. Any complaint made after this time will be considered a new complaint.

If your landline or broadband service has been delivered late, or you’ve had a total loss of service that has taken more than two working days to fix, or our engineer has missed an appointment we made with you, your account will be credited automatically in accordance with our Automatic Compensation scheme.  You can see the details at ee.co.uk/autocomp.

There are two ways you can complain:

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 Team Leader/Manager. If your complaint still isn’t resolved after speaking to a Team Leader/Manager then you can escalate to our specialist technical team or complaints team depending on your complaint type.

The Customer Services Team will be working towards contacting you as soon as possible after receiving your complaint. If we can’t get hold of you by phone we will email you, if you have provided us with your email address, or we will write to you.

If you need to update your account details, including payment information, please visit My EE or call Customer Services. Call charges are free from your EE mobile phone, however charges from another mobile network or landline may vary.

If you’ve set up a Customer Services password, remember EE will never ask you to reveal it in full.

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: Ombudsman Review

If, after contacting us, we have not resolved your complaint within eight weeks or you are unhappy with our response, you may refer your complaint, free of charge, for independent review by an Ombudsman.

EE works with two different ombudsman service providers, depending on the nature of your complaint.

Complaints regarding your EE airtime and/or network 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. If your complaint satisfies these conditions, then you must contact Ombudsman Services within six years of first complaining to us. In a case of deadlock where we are unable to reach an agreed resolution to your complaint, then you must contact Ombudsman Services within 12 months of deadlock being issued.

When your complaint goes through Ombudsman Services, an independent assessor will review your complaint and decide about how to settle it.