Knowledge Base

Complaints Code of Practice

Started ‎23-03-2012 by
Modified ‎14-02-2019 by

We have a dedicated page for the Complaints Code of Practice:

Check the new page

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 or alternatively, you can write to us at:

giffgaff Ltd,

Belmont House,
Belmont Road,



Please note that it will take longer for the team to receive your letter due to postage timelines so we recommend that you use the email option if possible.

When contacting us please ensure you include the following information as this will help the initial investigation into your complaint:

  • Your name and address.
  • Your giffgaff mobile phone number and your member name.
  • A daytime / alternative contact number.
  • A suggestion of what you'd like us to do to put things right.

If you've had any previous correspondence relating to your complaint, please send copies of these as well as any names of Managers you've spoken to.

If we haven't been able to sort things out within 8 weeks, then the ombudsman can review your complaint. Unless there is a deadlock situation, they won't look at cases that are less than 8 weeks old.

You can contact them directly at:

Ombudsman Services: Communications,
PO Box 730,
WA4 6WU.

Phone: 0330 440 1614
Fax: 0330 440 1615
Textphone: 0330 440 1600

Ombudsman Services: Communications

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

Ofcom's website also contains a section describing our obligations with regards to the complaints from our members: Customer Codes of Practice for handling complaints and resolving disputes.

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