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Escalation of a dispute

At Vodafone, we are passionate about customer service and our top priority is always customer satisfaction, but if you feel that we’ve fallen short of this, then we want to know about it. We’ll work with you to put things right and we’ll always try to use your feedback to improve things where we can.

Using Vodafone’s mantra of speed, simplicity and trust, we are entirely committed to addressing all complaints fully and fairly, and in a reasonable timeframe.

Our Customer Service and Advocacy

If you’re not happy with our service, then our service teams are best positioned to help you and should be the first people you contact through either Live Chat or by calling 1907. See our contact details.

If your query is not resolved to your satisfaction you can ask to be referred to a manager. A team leader/manager may be available to speak to you immediately or they may call you back at a time that suits both of you

If after speaking to the manager, you still feel that we have not dealt with your complaint appropriately or you wish to appeal a decision made by the team leader/manager, please ask for a complaints reference number to be used when submitting the complaints/appeal form on the link below.

This will be reviewed by our Customer Advocacy department who will then contact you.

Click here to submit a complaint through our online complaints form.

Process for Online Purchase Disputes

Vodafone will always endeavour to resolve your complaint to your full satisfaction through our Customer Service channels as detailed above. We would advise consumers to access our dedicated Customer Service teams and to fully pursue this channel in order to reach a satisfactory resolution of your complaint.

However, in the instance of complaints which only relate to an online purchase which you have made with Vodafone, if you have pursued our Customer Service channels and you still have not achieved an adequate resolution to your complaint, you may access the EU Online Dispute Resolution Platform. This platform facilitates the online resolution of contractual disputes between EU consumers and traders over purchases made online.

  • You can access the platform at this link here
  • A consumer can then complete the online complaint form and submit it. The relevant Vodafone email address for this is odrie@vodafone.com
  • Following this, an Irish Alternative Dispute Resolution entity will be designated to manage the resolution of the complaint between Vodafone and you, the consumer.
Click here to submit a complaint through our online complaints form