online complaint form no longer available?

[jocata]

What has happened to the online complaints form that Vodafone customer services has asked me to fill in? too many complaint to handle? Joke company.

[drey_p · Accepted solution]

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@jocata wrote:

What has happened to the online complaints form that Vodafone customer services has asked me to fill in? too many complaint to handle? Joke company.

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Hi there

Vodafone have changed the way they deal with complaints.  The online form has been removed and replaced with a dedicated phone number.  You can find out how to make a complaint here

[jocata]

when was this change implimented?

[drey_p]

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@jocata wrote:

when was this change implimented?

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I can't remember exactly when it was changed.  I seem to think it was about a month or two ago. 

[jocata]

it was only last week i was advised to fill out the form. oh my thanks for your help, ill write an old fashioned letter

[drey_p]

It could have changed more recently than that but I honestly can't remember when it changed.

[63johnw]

Hi. If you do send a letter I would advise using recorded delivery so you can prove you sent it should that be required in the future.

[Ruthbird]

Have phoned the "dedicated complaint line" ha ha twice today - they tell me I have to fill in tthe online complaints form to log a complaint - its not there!  Why do Vodafone feel the need to take my dd, destroy my credit rating and cut my phone off every 4 days.  How are you meant to get anything resolved?   Waiting the 8 weeks again for the ombudsman seems to be the only way!!!   Disgusting Vodafone!!

[forumfairy]

This link still seems to be here - hope it helps. :-)

http://www.vodafone.co.uk/vodafone-uk/forms/complaints/

[forumfairy]

Despite the fact that I tested the link three times before posting it is now not working - it was previously sitting on the link given but in the past five minutes has started diverting back to http://www.vodafone.co.uk/vodafone-uk/forms/complaints-b/index.htm, different to the original link!!

It seems to sit on the original link for a few seconds and then disappears again...

[BandOfBrothers]

Vodafone have this page >

Vodafone Code of Practice.

[forumfairy]

Still no online form though - the link on that page to the online form is the same as the one for the link above, it just diverts back to the page where it gives all other methods of contact other than a form. :-(

[k31thw]

There is also an address where one can send a complaint. However, it doesn't look as if anyone from Customer Service (and I use that term very loosely) bothers to open the mail as I have written TWICE over the last couple of weeks and haven't even had the courtesy of an acknowledgement. It seems that agreeing things with the Live Chat operators is a waste of time as the accounts team just do what they want, and in this case, they are overcharging me.

Really not a happy customer and will leave as soon as my contract ends.

[BandOfBrothers]

Written correspondence should be addressed to the Customer Relations Manager and I always suggest sending as Recorded Delivery so it can be traced. 

[forumfairy]

Its probably worth logging with the Complaints Team that referred you to the form that its no longer available - they may not be aware it has been removed from the website.  That being the case, if they are asking you to use it then they must have an alternative for it once it has been removed (other than a formal letter, as mentioned above). Also, if there's more than one agent referring people to a removed form this might be something that the Tech Team would be able to flag up to avoid further issues like this one. 

[jocata]

The online link no longer works. The "dedicated" complaints line is a joke. I've been pushing my complaint around Voda for months. All the staff are helpful enough but there are no joined up departments. I'm sure this is a deliberate strategy to p*** us off enough that we give up. I've been with this money grabbing firm for over 20 years and spent over 15k with them. Vodafone's customer service rating is rock bottom after years of broken systems. It's time this firm had a UK based (English as first language) customer service team that treated its customers properly. I will not be renewing my 3 contracts. Good luck to anyone finding resolution with their complaints and be prepared to repeat yourselves over and over and over!

[k31thw]

Thanks BandofBrothers, butthat is who I addressed both letters to, as per the info on the Vodafone website:

Customer Relations Manager
Vodafone Limited
The Connection
Newbury
Berkshire
RG14 2FN

Will definitely send the third letter Recorded and tell Vodafone that I expect to be reimbursed for the cost!

[BandOfBrothers]

You're welcome @k31thw

I think for the small monetary outlay it's definitely worth sending important correspondence via Recorded Delivery for peace of mind that the letter has reached its destination creating a paper trail. 

[ChazzD]

@Ruthbird

I've sent you a private message with details on how to get in touch with our Credit team who'll be able to help with your query.

Everyone else, please speak with the Live Chat team or give us a call on 191 and we can escalate your complaints this way.