topic Re: Complaints department in Contracts & Billing

Complaints department

GaryJ2 — Sat, 18 Apr 2026 14:53:26 GMT

Does anyone know the best route to make a formal complaint?

I have been billed over £300 for a contract that had been cancelled and the issue was with EE (an EE customer service person called Katie ***** checked and confirmed the issue was with EE), however, after requesting the refund, the comms went dead to say the least.

I want to escalate this formally through complaints before further escalation to the Communications Ombudsman should EE not resolve this matter.

Any advice appreciated

[mod edit: removed employee personal details]

Re: Complaints department

XRaySpeX — Sat, 18 Apr 2026 14:51:15 GMT

You can make a formal complaint to EE & if you don't get satisfaction after 6 weeks or come to a deadlock you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .

Re: Complaints department

GaryJ2 — Sat, 18 Apr 2026 15:47:38 GMT

Many thanks for the prompt reply, its appreciated.

Re: Complaints department

XRaySpeX — Sat, 18 Apr 2026 15:48:48 GMT

Thanks! You're welcome 🙂 ! Glad I could be of assistance & trust it is now sorted.