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Complaints policy


We're sorry to hear you're not completely happy with the service you've received from The Carphone Warehouse. If you need to make a complaint, please follow our simple process and we'll try to resolve your problem as quickly as possible.

Our dedicated complaints team always try to resolve your complaint straight away. Sometimes we might take a bit more time if we need to look into your problem more closely, but we' ll let you know when we' ll be in touch next.
>>If we haven't managed to resolve your complaint within five working days we'll contact you to let you know what's going on.>>In the unlikely event your complaint is unresolved after eight weeks we'll write again to explain why we haven't reached a decision and tell you what we're doing now.

 

How to make a complaint


Make a complaint online

Make a complaint over the phone by calling 0845 655 7900*
Make a complaint in writing

    Write to us at:
    Carphone Warehouse
    PO Box 373
    Southampton
    SO30 2PP

    Please include your name, address, date of birth and contact number.

    • If you’re making a complaint about your mobile phone account, you’ll need to include the mobile number your complaint relates to.
    • If you’re making a complaint about Lifeline insurance, you’ll need to include your policy number (you’ll find it on your policy).
    • If you’re making a complaint about your laptop consumer credit agreement, you’ll need to include your credit agreement reference number (you’ll find it on your credit agreement).

Make a complaint in a store


How to make a complaint about your insurance


We hope you are happy with the service that we provide.

However, if you are not happy with it for any reason we would like to hear from you.

To complain you can contact us in three ways:

  • Go to our Email us page and select Complaints > Insurance
  • Write us a letter including your name, date of birth, address and the policy number as shown on your Certificate of Insurance and post it to: Lifeline Correspondence, The Carphone Warehouse, PO BOX 358, Southampton, SO30 2PJ.
  • Call us on 0870 111 7000 (calls may be recorded and monitored)


More about our Complaints policy


If you’re not happy with the way we’re handling your complaint
    If you’re not happy with the way we’re handling your complaint, please contact us and let us know why you’re not happy. One of our managers will independently assess your complaint and do all they can to resolve the matter for you.
If you’re not happy with our final decision
    Mobile phone complaints
    You can contact Otelo, the telecommunications ombudsman, to review your case. However, Otelo can’t review cases less than 12 weeks old unless we have reached a final decision.

    Otelo
    PO Box 730
    Warrington
    WA4 6WU

    Phone: 0845 050 1614
    Textphone: 0845 051 1513
    Website: www.otelo.org.uk
    Email: enquiries@otelo.org.uk

    Lifeline insurance or consumer credit agreement complaints
    You can contact the Financial Ombudsman Service to review your case. 

    • You must contact them within six months of our final decision.

    Financial Ombudsman Service
    South Quay Plaza
    183 Marsh Wall
    London
    E14 9SR

    Phone: 0845 080 1800
    Website: http://www.financial-ombudsman.org.uk/
    Email: complaint.info@financial-ombudsman.org.uk

About your consumer rights
    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.
* Monday-Friday 8am-7pm, Saturday 9am-6pm, Sunday 10am-5pm. Calls from BT landlines cost a maximum of 7.51p a minute. Call costs from mobiles and other networks may vary.
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