EE

Company Overview

What customers complain about

Complaint categories

1. 1
   Switching and provider migration33%

   Problems moving to or from EE — losing service during a switch, delays, or being charged after leaving — are EE's single biggest complaint driver on its fixed-line and TV products, pointing to friction in the provider-change process rather than day-to-day service quality.

   Ofcom Q4 2025 complaint-reason breakdown: switching accounted for about 33% of EE landline complaints and about 32% of EE TV complaints.
2. 2
   Billing, payments and price rises

   Complaints about charges, mid-contract price increases and disputed bills. EE has moved its new mobile and broadband contracts to fixed pounds-and-pence annual rises after Ofcom banned inflation-linked, percentage-based mid-contract increases from 17 January 2025.

   Billing/payment is a standard Ofcom complaint category; Ofcom's January 2025 ban on inflation-linked mid-contract rises applies to EE (reported, category-level, not an EE-specific percentage).
3. 3
   Faults, service and loss of connection

   Loss of broadband, landline or mobile service and time taken to repair faults. Qualifying broadband/landline faults not fixed within two working days trigger EE's Automatic Compensation scheme.

   EE Complaints Code of Practice (April 2026) and EE Automatic Compensation terms (ee.co.uk/autocomp).
4. 4
   Complaint handling itself

   Dissatisfaction with how a complaint was dealt with — delays, having to chase, or feeling the issue was closed prematurely. EE closes a complaint if it does not hear back within 28 days of an agreed resolution.

   Complaint handling is a standard Ofcom complaint category; the 28-day auto-close rule is stated in EE's Complaints Code of Practice.

Contact methods

• EE mobile complaints150 from an EE mobile, or 0800 079 8586 from any UK landline
• EE home broadband and landline complaints0800 079 8586 (or 150 from an EE phone)
• Communications Ombudsman (independent ADR for airtime/network)0330 440 1614
• Financial Ombudsman Service (for EE device-finance agreements)0800 023 4567

Complaint journey

1. 1

   Contact EE customer services first

   Raise the complaint directly with EE by phone, webform, email or post.

   Typical responseAs soon as possible
   What happens

   EE's code of practice asks you to contact customer services before anything else. Mobile customers call 150 from an EE phone or 0800 079 8586 from a landline; home broadband and landline customers call 0800 079 8586. You can also use the email webform at ee.co.uk/regulatory, email customer.complaints@ee.co.uk directly, or write to EE, Customer Services, 6 Camberwell Way, Sunderland SR3 3XN. Lines are open 8am–9pm weekdays and 8am–8pm weekends.

2. 2

   Give EE full details in writing

   Put the complaint and the resolution you want in writing so it is logged clearly.

   Typical responseVaries
   What happens

   If you email or use the webform, include your full name and postal address, your account number and mobile/landline number, details of the complaint, the resolution you want, and a daytime contact number. Do not send passwords, security answers or payment details in writing. EE will contact you by phone, email or letter as soon as possible after receiving the complaint.

3. 3

   EE investigates and responds

   EE reviews the complaint and works towards a resolution; it has up to six weeks before you can escalate.

   Typical responseWithin 6 weeks
   What happens

   EE aims to resolve issues quickly, but its code allows up to six weeks before you can go to independent review. If your landline/broadband was installed late, you had a total loss of service unfixed within two working days, or an engineer missed an appointment, EE should credit your account automatically under its Automatic Compensation scheme (ee.co.uk/autocomp). EE treats a complaint as resolved if it does not hear from you within 28 days of an agreed resolution.

4. 4

   Escalate to the Communications Ombudsman

   If unresolved after six weeks or on a deadlock letter, take an airtime/network complaint to the free independent ombudsman.

   Typical response6 weeks or deadlock
   What happens

   For airtime and network complaints, if EE has not resolved things within six weeks or issues a deadlock letter, you can refer the dispute free of charge to the Communications Ombudsman (PO Box 730, Warrington WA4 6WU; 0330 440 1614; commsombudsman.com). You have up to six years from first complaining, or 12 months from a deadlock letter. The ombudsman's independent assessor can order EE to put things right, and its decision is binding on EE if you accept it.

5. 5

   Device finance goes to the Financial Ombudsman

   Complaints about an EE device-finance agreement use the Financial Ombudsman Service, not the Communications Ombudsman.

   Typical response8 weeks
   What happens

   If your complaint is about an EE device-finance (consumer credit) agreement, EE directs you to the Financial Ombudsman Service (Exchange Tower, London E14 9SR; 0800 023 4567; complaint.info@financial-ombudsman.org.uk) rather than the Communications Ombudsman, because EE Limited is FCA-authorised for consumer credit.

Response times

If your complaint isn’t resolved

If EE can’t put things right, you can escalate — free of charge — to an independent body:

• Communications Ombudsman

Recent news

• 24 July 2025

  A software fault in BT's network caused a UK-wide disruption to mobile calls interconnecting to and from the EE network on 24–25 July 2025, leaving EE and BT customers unable to make or receive calls to other networks (and initially to emergency services) for more than 24 hours. Ofcom opened an investigation into whether BT met its regulatory obligations.

  Read more
• 17 January 2025

  Ofcom's ban on inflation-linked, percentage-based mid-contract price rises took effect for new broadband and mobile contracts. Providers including EE moved to stating any annual increase as a fixed pounds-and-pence amount at sign-up.

  Read more

Know your rights

• Consumer Rights Act 2015

  EE's services must be provided with reasonable care and skill and match what was described. If a service is faulty or not as promised you can seek a repeat performance or a price reduction. This is general information, not legal advice for your situation.

• Ofcom General Conditions and Automatic Compensation scheme

  As a regulated communications provider EE must follow Ofcom's General Conditions, including compensation for delayed installations, total loss of service not fixed within two working days, and missed engineer appointments — EE credits these automatically.

• Consumer Credit Act 1974 / FCA rules (device finance)

  EE device plans are regulated consumer-credit agreements. Complaints about them fall under FCA rules and can go to the Financial Ombudsman Service, giving different rights and an eight-week escalation route separate from the Communications Ombudsman.

Frequently asked questions