Complain to EE
UK’s largest mobile network
TelecomOr start with what went wrong:
After 6 weeks (or a deadlock letter), the Communications Ombudsman can step in for free.
Contact emails
customer.complaints@ee.co.uk
Complaints
EE handles complaints through its official online form.
Common EE complaints
Mid-contract price rises
Annual increases you weren’t clearly told about in pounds and pence when you joined
Roaming charges abroad
Unexpected roaming or out-of-bundle data fees, or add-ons that didn’t work as described
Poor signal or coverage
Coverage well below what EE’s map or a salesperson promised when you signed up
Handset finance disputes
Problems with the credit-agreement part of a split plan, which the Financial Ombudsman handles
This part is a credit agreement, and handling those takes FCA authorisation we don’t have. Complain to EE first; if they say no, or say nothing for eight weeks, the Financial Ombudsman reviews it for free.
Charged after switching or upgrading
Bills continuing after you used a PAC to switch, upgraded, or left EE
Know your exact situation?
Step-by-step guides for the most common EE disputes - the law that applies, deadlines, and a template letter for each.
EE ombudsman & regulator routes
Which ombudsman handles EE complaints?
Communications Ombudsman (Ombudsman Services). Once EE’s own complaints process is exhausted (after 6 weeks or a deadlock letter), you can take your complaint there for free. Go to the ombudsman. Read our guide to telecoms ombudsman schemes.
Can you complain to Ofcom about EE?
Not for individual disputes: Ofcom sets the rules for the sector but does not resolve personal complaints or award compensation. Complain to EE directly first and keep written records, then escalate to the Communications Ombudsman (Ombudsman Services) if it stays unresolved after 6 weeks or you receive a deadlock or final-response letter. You can still report EE to Ofcom to flag systemic problems, but that will not get your own money back.
Laws that protect you
Consumer Rights Act 2015
Your airtime service must be provided with reasonable care and skill, and any handset must be of satisfactory quality and as described.
Ofcom General Conditions
Since January 2025 mid-contract price rises must be stated in pounds and pence at sign-up. If EE didn’t make an increase clear, you may be able to exit penalty-free.
Consumer Credit Act 1974
On a split plan your handset is bought on a regulated credit agreement. Complaints about that finance go to the Financial Ombudsman, not the Communications Ombudsman.
Communications Act 2003
The regulatory framework behind switching, PAC codes, and number porting between mobile networks.
Tips for EE complaints
- Split contracts separate airtime from handset finance - a finance complaint goes to the Financial Ombudsman, an airtime complaint to the Communications Ombudsman
- If a mid-contract price rise wasn’t shown in pounds and pence at sign-up, ask to leave penalty-free
- For signal complaints, screenshot the coverage EE promised at your address and log where and when it fails
- Check roaming add-ons before you travel and keep the confirmation, so out-of-bundle charges are easier to dispute
- Keep your PAC and the date you switched - it’s the proof if EE keeps billing you after you leave
- EE has 6 weeks to resolve a complaint - after that, or with a deadlock letter, escalate free to the Communications Ombudsman
If EE doesn't respond
- 1
Customer Service
6 weeks from your first complaintContact your provider’s customer service team
- 2
Formal Complaint
Submit a formal complaint: providers must log it and give you a reference number
- 3
Ombudsman Services
6 weeksFree escalation to your provider’s ombudsman after 6 weeks or deadlock
Visit website - 4
Contact emails
customer.complaints@ee.co.uk
Complaints
EE handles complaints through its official online form.
When you can escalate
6 weeks
If EE hasn’t sorted it within 6 weeks, or sends a final response sooner, you can take it to the Communications Ombudsman (Ombudsman Services).
Ready to fight back?
Create a professional, legally-backed complaint in minutes.
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Frequently asked questions
Tools & guides for your EE complaint
Free calculators and explainers that strengthen the case you make to EE.
- Loyalty penalty calculatorCalculate how much you’re overpaying.
- Consumer rights checkerFind the laws that back you up.
- Am I entitled? Quick quiz60 seconds to know if you’ve got a case.
- Case strength quizCheck if your complaint has legs in 30 seconds.
- Broadband speed complaint generatorGenerate a complaint for slow or unreliable internet.
- Broadband speed compensation checkerNot getting the speed you pay for? Check your exit rights.
- Energy price cap 1 January 2027: what to do before it changesOfgem announces the January 2027 price cap by 25 November. How to protect yourself at the changeover: the 31 December meter reading, your direct debit and credit balance.
- Christmas order not delivered in time? Your rightsThe retailer, not the courier, must deliver. Under the Consumer Rights Act the default is 30 days, and an agreed date lets you cancel. How to get a refund before Christmas.
- Telecoms ombudsman: escalate after 6 weeks, not 8Ofcom cut the telecoms ADR wait from 8 weeks to 6 on 8 April 2026. When you can escalate a broadband or mobile complaint, to which ombudsman, and how to skip the wait.
- 0% VAT on electricity from 1 October: check your billVAT on household electricity drops to 0% from 1 October 2026, worth around £45 a year - fixed tariffs included. How to check your bill got it, and what to do if not.
Not sure what the law actually entitles you to? Start with our UK consumer rights guide - refunds, faulty goods, and how to enforce your rights under the Consumer Rights Act 2015.
Work at EE? Reply to complaints here.
Don't let EE ignore you
Read your EE letter first: it cites the law that applies, sets a deadline, and says what happens when it passes. No account until you want to keep the draft and track what they do next.
Free to draft • The letter is yours either way
Disclaimer: NoReply is an independent consumer advocacy platform. We are not affiliated with, endorsed by, or connected to EE or any of the companies listed on this site. Where an address is marked verified, we read it on EE’s own site or a complaint sent to it arrived. Addresses marked not verified have not been checked, and ones marked bounced do not reach EE. This page is for informational purposes only and does not constitute legal advice.