Complain to Morrisons
Morrisons complaints: the phone line and forms Morrisons publishes, the 48-hour refund window on deliveries, and why there is no Morrisons ombudsman.
SupermarketHow to complain to Morrisons
Morrisons has no complaints email that we could find on its own site. Use its official online form instead.
Common Morrisons complaints
Substitutions you did not want
A replacement item you never agreed to, or one you were charged more for than the item you ordered
Items charged for but never delivered
Things on the receipt that never made it out of the van or into the collection order
Out of date or spoiled food
Items already past their use-by date on arrival, or fresh produce that was not fit to eat when it turned up
Missed or late delivery slot
A booked slot that came and went, or a delivery that turned up well outside the time you were given
Missing More Points or Fivers
Points that never landed after a shop, or a Fiver that has not appeared in the app
Know your exact situation?
Step-by-step guides for the most common Morrisons disputes - the law that applies, deadlines, and a template letter for each.
Complaint escalation guide
Is there an ombudsman for Morrisons?
Most high-street and online retailers are not covered by an ombudsman. If Morrisons will not resolve a faulty-goods or refund complaint, your escalation route is a Section 75 claim or chargeback, then Trading Standards, then the small claims court.
How do you escalate a complaint about Morrisons?
If you paid by credit card and the item cost over £100, make a Section 75 claim (or a chargeback on a debit card). Report the trader to Trading Standards through the Citizens Advice consumer helpline, and for unresolved amounts use the small claims court.
Laws that protect you
Consumer Rights Act 2015
Products must be of satisfactory quality and as described.
Food Safety Act 1990
Food must be safe to eat and as described.
Weights and Measures Act 1985
Products must be accurately weighed and measured.
Tips for Morrisons complaints
- Morrisons’ help hub lists three routes: the contact forms at morrisons.com/help, the phone line on 0345 611 6111 from 8am to 10pm every day, and post to Customer Service Department, Wm Morrison Supermarkets Limited, Hilmore House, Gain Lane, Bradford, BD3 7DL.
- For an online order, ask for the refund through the Morrisons website within 48 hours of delivery. That window is set in Morrisons’ own terms, and after it you have to go through customer services and explain the delay.
- Reject a substitution at the door. Morrisons’ terms say every substitute is pointed out on delivery so you can accept or reject it, and a rejected item is not charged and goes back at their cost.
- For anything perishable, complain before the use-by or best-before date printed on the pack. Morrisons makes that a condition of refunding a perishable item, so a complaint a week later about a punnet of raspberries is already too late.
- Morrisons names no ombudsman or ADR scheme anywhere in its terms of sale, because goods retailers do not have one. The ladder after Morrisons is your card provider, then Trading Standards through Citizens Advice, then a county court claim.
- More Points expire 12 months after you earn them, and a More Card unused for 52 weeks loses its balance altogether. Check the app before you complain about missing points, and allow 72 hours for points from an online delivery or collection to show.
If Morrisons doesn't respond
- 1
Customer Service
No legal deadline: set yours in the letterContact the supermarket’s customer service team via phone, email, or in-store
- 2
Formal Complaint
Write a formal complaint referencing the Consumer Rights Act or Food Safety Act
- 3
Trading Standards
Report food safety or mislabelling issues to your local Trading Standards office
Visit website - 4
Environmental Health
Report hygiene or contamination concerns to your local council’s Environmental Health team
How to complain to Morrisons
Morrisons has no complaints email that we could find on its own site. Use its official online form instead.
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Frequently asked questions
Tools & guides for your Morrisons complaint
Free calculators and explainers that strengthen the case you make to Morrisons.
- Consumer rights checkerFind the laws that back you up.
- Refund timeline checkerUnderstand your refund rights for faulty goods.
- Consumer rights cheat sheetGenerate a printable guide to your consumer rights.
- Product recall checkerFind official recall databases for your products.
- Ombudsman finderBeing ignored? Here’s who to escalate to.
- Response deadline trackerTrack if a company exceeded their response time.
- 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.
- Black Friday 2026: fake countdown timers and your rightsA High Court order now defines what a 'time-limited' deal means. How to spot fake timers and 'was' prices before Black Friday on 27 November, and how to get a refund.
- Owed a CMA refund? StubHub, Marks Electrical, the AAThe CMA publishes a live register of companies ordered to refund customers. Three are on it so far, £1.95m secured, and you don't have to lift a finger to get paid.
- 6 ways to get your money back when a company refuses a refundA refusal isn’t the end. Six free routes to your money - Consumer Rights Act letters, chargeback, Section 75, ombudsmen, small claims - and when to use each.
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 Morrisons? Reply to complaints here.
Don't let Morrisons ignore you
Read your Morrisons 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 Morrisons or any of the companies listed on this site. Where an address is marked verified, we read it on Morrisons’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 Morrisons. This page is for informational purposes only and does not constitute legal advice.