ee COMPLAINTS

So you've just experienced your most SHOCKING customer service from EE, T-Mobile UK or Orange UK and want to know How to Make a Complaint (also see HOW TO LEAVE EE). The first thing to remember is that they are  NOT above the law and you have fundamental rights which they cannot take away. One of this rights is governed by the Supply of Goods and Services Act 1982 which states that services must be:-

• Provided with reasonable care and skill and
• Within a reasonable period of time

Having dealt with EEs T-Mobile UK, they very often failed these criteria - so what are your options then? 

1. COMPLAIN DIRECTLY TO EE, T-MOBILE UK or ORANGE UK USING THE FOLLOWING COURSE OF ACTION 

• KEEP NOTES about the complaint particulars such as the names, dates, times and what was said
  
• PHONE them (see contacts below) and complain but we highly advise against this option because not only will they drive you round the block but you will find that your complaint will not be dealt with effectively. The advisor may promise to call you back or say he/she will get their manager to call within 24-48 hours but very often this is a way to fob you off (it happened to us for over two months) so be aware. 
• WRITE to them outlining your statutory rights against what you believed was breached. Make sure to send your letter by RECORDED DELIVERY so they cannot claim that they did not get it. It will also be a prove should you be keen to take direct action (see taking court action) 

EE, T-MOBILE UK & ORANGE UK CONTACT DETAILS

EE OR T-MOBILE UK POSTAL ADDRESS The Complaint Investigations Team,  6 Camberwell Way,  Sunderland,  Tyne and Wear,  SR3 3XN	EE POSTAL ADDRESS EE BROADBAND Customer Care,  PO Box 486,  Rotherham,  S63 5ZX	ORANGE POSTAL ADDRESS ORANGE MOBILE BROADBAND Orange Customer Services,  PO Box 10,  Patchway,  Bristol,  BS32 4BQ	ORANGE POSTAL ADDRESS ORANGE BROADBAND (FIXED) Orange Customer Care,  PO Box 486,  Rotherham,  S63 5ZX
T-MOBILE UK EMAIL ADDRESS: MDTMOB@t-mobile.co.uk executive.office@t-mobile.co.uk csdir@t-mobile.co.uk	EE EMAIL ADDRESS: olaf.swantee@ee.co.uk stuart.jackson@ee.co.uk	ORANGE UK EMAIL ADDRESS: executive.office@orange.co.uk	ORANGE UK EMAIL ADDRESS: customer.services@orange.co.uk executive.office@orange.co.uk
T-MOBILE UK TELEPHONE NUMBER: 0843 479 6314  or 150 (EE phone)  07953 966 250 (other phone)   +447953 966 250 (from abroad)	EE TELEPHONE NUMBER: 0843 479 6314  +447953 966 250 from (abroad) 01707 315000 (CEO) 0800 079 006	ORANGE UK TELEPHONE NUMBER: 150 (Orange phone) or  07973 100 150 (other phone) 0800 079 006 150 (Free Pay monthly Orange phone) 450 (Pay as you go Orange phone)	ORANGE UK TELEPHONE NUMBER: Call 0844 873 8586

Also Write to EE's CEO, Olaf Swantee, and other Leadership Team Behind Their Terrible Service

2. IF YOU DON'T GET A RESPONSE THEN FOLLOW THESE STEPS 

• SEND a 2nd letter using a RECORDED Delivery. Again this will also be useful should you wish to take a DIRECT COURT ACTION (see taking court action)· This 2nd letter should not be very tedious since you have done all the leg work in your first letter. All you need to do is to make a covering letter (adding a copy of your previous letter) and quote the recorded delivery number from your last letter. Ensure to include any new/major developments (such us speaking to them in between your letters) or if the services you are receiving were made even worse off (such as poor signal, disconnection, termination, etc.). Again remember to ask yourself whether they are adhering to the Supply of Goods and Services Act 1982. 
• REMIND them of your last letter and give them another 14 days to resolve the matter. 
  

 3. COMPLAIN TO CISAS

• After your 2nd letter, if they still DO NOT respond or they do respond but you remain unhappy then contact CISAS (Communications and Internet Services Adjudication Scheme).
  
• CISAS is a free service approved by Ofcom, the UK communications industry regulator, and will try to mediate between you and EE, T-Mobile UK or Orange UK by asking them to look at your complaint again.
  
• You may want to look at CISAS's website first here or go directly to 
  

Ofcom approved

Write to CISAS Postal Address:-  CISAS International Dispute Resolution Centre 70 Fleet Street, London, EC4Y 1EU, United Kingdom Email: info@cisas.org.uk Tel: 020 7520 3814 Fax: 020 7520 3829 Or complain to CISAS online here

Independent regulator and competition authority for the UK communication industries

 4. TAKE A COURT ACTION 

• So you have exhausted all previous steps and STILL remain very unhappy. Depending on where you live (England, Wales or Scotland) you can then take legal action against EE, T-Mobile UK or Orange UK.
• DO NOT be scared to take a DIRECT ACTION because you have a legal right to receive a fair service.
• I know it can be daunting but send one LAST 3rd letter titled Letter Before Action or something similar CLEARLY telling EE, T-Mobile UK or Orange UK that you are TAKING them to court unless your complaint is not resolved within the next 14 days. This is also needed so that you can convince the judge (should it come to it) that you have tried your very best to resolve the complaint directly with EE, T-Mobile UK or Orange UK but they have acted unreasonably.
• After the 14 day lapses you can start your legal proceedings. Get your N1 application form here.