EE is the UK’s largest mobile network and now part of the BT Group. Whether your complaint is about a billing error, poor signal, a contract dispute, or unhelpful customer service, EE has a defined complaints process — and rights backed by Ofcom regulation that you can lean on if EE does not put things right.
This guide walks you through the EE complaints process step by step, including how to escalate to the independent ADR scheme (Ombudsman Services: Communications) if EE fails to resolve your issue within 8 weeks.
EE’s ADR Scheme: Ombudsman Services: Communications
EE is a member of Ombudsman Services: Communications (OSC), the Ofcom-approved Alternative Dispute Resolution scheme. If you cannot resolve a complaint with EE within 8 weeks, or if EE sends you a deadlock letter, you can take the dispute to OSC for free. Their decision is binding on EE if you accept it.
Step 1: Try EE Customer Service First
Most issues can be sorted out by contacting EE directly. Have your account number and the relevant bill or correspondence ready, and try one of these channels:
- Phone: 150 from an EE mobile (free), or 07953 966 250 from any other phone
- Live chat: through the EE app or ee.co.uk
- Twitter/X: @EE
- In an EE store: EE has high-street stores nationwide
Whatever channel you use, take notes: date, time, the advisor’s name, what was discussed, what was promised, and any reference number. If you escalate later, this evidence matters.
Step 2: Raise a Formal Complaint
If customer service cannot resolve the issue, escalate to a formal complaint. Ask explicitly: “I would like to raise a formal complaint, please.” The advisor must log it and give you a complaint reference number.
You can also raise a formal complaint in writing, which is generally a better idea because it creates a clear record:
- By post: EE Customer Services, 6 Camberwell Way, Sunderland SR3 3XN
- By email: via the form on ee.co.uk → Help → Make a complaint
Include in your written complaint: your account number and registered name, a clear factual summary of the problem, the dates and outcomes of any previous contacts, copies of relevant evidence (bills, screenshots, emails), the resolution you want, and a deadline (14 days is reasonable for a clear-cut billing case).
Step 3: Wait for EE’s Response
EE has up to 8 weeks from your formal complaint to either resolve the issue or issue a deadlock letter. During those 8 weeks they should:
- Acknowledge your complaint
- Investigate
- Provide a written response
- Offer a resolution — refund, credit, contract change, or compensation
Most cases are resolved in a few days to a few weeks. The 8-week clock matters because at the end of it you can escalate to ADR.
Step 4: Escalate Inside EE
If you are not happy with the initial response, request escalation to a manager or to EE’s “Resolve Team” (their senior complaints function). Senior staff have more authority to authorise refunds and goodwill credits than first-line agents.
Step 5: Take the Complaint to Ombudsman Services
If 8 weeks have passed without resolution, or you have a deadlock letter at any point, you can take the complaint to Ombudsman Services: Communications. The service is free to you. Their process:
- Submit your complaint online or by post (PO Box 730, Warrington WA4 6WU; phone 0330 440 1614)
- OSC notifies EE, who must respond
- A case handler reviews both sides’ evidence
- A binding decision is issued (binding on EE if you accept)
Most cases are decided within 6–8 weeks of filing.
Common EE Complaints (and What to Quote)
| Problem | Likely grounds / regulation |
|---|---|
| Surprise mid-contract price rise | Ofcom GC C1 (transparency of contract terms; January 2025 rule on stating future price rises in pounds and pence at sign-up) |
| Charged for service after switching | Ofcom GC C5 (complaints handling) + Consumer Rights Act 2015 s.49 (services with reasonable care and skill) |
| Poor signal at home | Ofcom GC C1 + your contract’s coverage promises; potentially grounds to exit without ETC |
| Refused PAC code or delayed Text-to-Switch | Ofcom GC C4 (must send PAC within 1 minute of text request) |
| Unauthorised additional charges (premium rate, third-party billing) | Ofcom Phone-paid Services Authority rules; ask EE to dispute the charges with the third-party provider |
The 14-Day Cooling-Off Period
If you signed up to a new EE contract online, by phone, or in your own home (a distance or off-premises sale), you have 14 days from receiving your SIM/phone to cancel without penalty. EE must not charge a fee, though they can charge pro-rata for any usage. If EE did not tell you about the 14-day right at the point of sale, the cooling-off period is extended to 12 months under the Consumer Contracts Regulations 2013.
Leaving EE: PAC and STAC Codes
You do not need to ring EE to leave. Under Ofcom’s Text-to-Switch rules:
- Text PAC to 65075 to keep your number
- Text STAC to 75075 to leave without keeping your number
- Text INFO to 85075 to find out your contract end date and any early termination charge
EE must reply within one minute. The code is valid for 30 days. They do not get to ask why you are leaving.
Compensation: What Can You Claim?
- Billing errors: a refund of the wrongly charged amount, plus interest in some cases
- Service outages: pro-rated credit for the period your service was unusable
- Failed install or missed engineer appointment (broadband): Ofcom’s automatic compensation scheme typically applies (£8.40 per day for total loss after 2 working days, plus other amounts; see Ofcom for current rates)
- Inconvenience and time: a goodwill credit for the hassle, especially if you had to spend significant time chasing
- Mis-sold contract: the difference between what you were sold and what you got
Common FAQs
Can I complain after I have already left EE?
Yes. You can raise a complaint about events that happened while you were a customer, even after you have switched to a different provider. The 8-week and ADR rules still apply.
Will complaining affect my credit file?
No. Complaining cannot harm your credit file. However, leaving an unpaid bill (even one you are disputing) can lead to a default. Best practice: pay the disputed amount under protest and pursue a refund through the complaints process. You stay current on your account and your credit file is unaffected.
Can EE refuse to escalate my complaint?
No. Under Ofcom GC C5, EE must accept and process your complaint. If they refuse, that is itself a regulatory breach. After 8 weeks of any unresolved complaint, you have an automatic right to ADR regardless of EE’s cooperation.
Is there a time limit for going to Ombudsman Services?
Yes — you generally have 12 months from EE’s final response (or from the deadlock letter) to file with Ombudsman Services. Don’t leave it too long.
Summary
EE’s complaints process is regulated by Ofcom and policed by Ombudsman Services: Communications. The route is: customer service first, then a written formal complaint, then escalation inside EE, then Ombudsman Services after 8 weeks (or sooner if you get a deadlock letter). At each stage your strongest tool is clear factual evidence and a clean reference to the specific Ofcom General Condition or consumer right being breached.
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