At giffgaff, we always try to make sure things run as smoothly as possible for our members. If you are unhappy with any part of our service, please tell us.
Your complaints give us a chance to put things right and also means we can improve our service to you and our members in future.
Our Member Services agents are in the best position to deal with and resolve your issue and should be the first people you contact.
Our agents will respond to you within a maximum time of 24 hours. You can contact them through Contact an Agent. For more specific direct links to agents see the When to contact an agent Knowledgebase guide.
If after contacting our Member service agents you still feel your issue has not been resolved to your satisfaction then please contact us as below to raise your complaint.
Our Member Relations team will review your complaint ASAP and try to sort the issue out as fully as we can.
Member Relations will respond to you within five working days. If something comes up that means it may take longer to resolve your issue they will discuss this with you.
To make a complaint you can contact us by emailing us directly to firstname.lastname@example.org or alternatively you can write to us at:
For information on your consumer rights you can get free advice from your local citizens advice bureau (CAB), consumer advice centre, local authority trading standards or consumer protection department. You'll find their contact details in the local telephone directory or ask at your town hall or local authority offices.
You can find more information about our duties and responsibilities on Ofcom's website: Ofcom for Consumers