topic Re: Email Address for EE Escalation Team in Broadband & Landline

Email Address for EE Escalation Team

ExCustomerToBe — Wed, 11 Feb 2026 18:53:05 GMT

How do I escalate a complaint to an EE escalation team? Is there an email address?

Last October I received a marketing email from EE regarding my home landline and broadband, offering upgrades to "superfast". The email stated prices for an upgrade compared to my current tariff. However the prices they quoted as my current tariff were around £3 per month less than what I was actually being billed.

So I rang EE to query that I was potentially being overcharged. The first person said my tariff was being correctly charged and practically accused me of lying about having received the email. I complained about his attitude and the email.

EE agreed that I had been badly treated by the first man, and that the email was wrong and misleading. They confirmed my tariff was charged correctly, but offered me £30 compensation for the poor customer service and misleading email information.

THAT WAS OCTOBER 2025. It is now February 2026, and I still haven't had the £30 compensation credit.

I emailed agaon and have had apologies and a promise to sort the oversight of the missing £30 credit.

However since then, the supposed "Executive Complaints" handler, has done nothing to help, and in fact has been downright obstructive and rude.

I keep emailing to ask if the refund has been processed yet - She just ignores the question.

I offered to cancel my monthly £32.97 Direct Debit, deduct £30, and pay them £2.97. I asked if that was easier for her - She just ignores the question.

I have asked if the £30 can be paid back to me by Bank Transfer before my next DD on 19 Feb - She ignores the question.

Her latest delaying tactic is to ask me to email her with the answer to a security question (mother's maiden name etc) which I set up for security when telephoning them. However I am not telephoning her. I am emailing her on the same email address I have always had, which is the same email account I have been communicating with them on for the past 4 months. In the past 4 months no one has asked me to quote my telephone security answer in an email. (I have always been told never to give security answers and PIn numbers etc in emails). She seems to be just using this as an excuse to be obstructive and to dodge simple questions.

I have therefore emailed her today with a request to escalate my complaint to the Escalations Team, and to provide me with an email address for the Escalation Team. I have also given her notice that if the £30 credit is not applied within 7 days, I will take the matter to the Communications Ombudsman.

Does anyone on here have an email address for the Escalation Team, so that I can also send them a copy of the email saying that if I don't get the refund in 7 days, I will take it to the Communications Ombudsman?

Any other advice as to how I get some action from EE?

Re: Email Address for EE Escalation Team

bristolian — Wed, 11 Feb 2026 19:02:42 GMT

It is standard industry practice that the Communications Ombudsman will only accept referrals in two specific circumstances.

1: You have a formal complaint with a provider that is unresolved after 8weeks. You appear to satisfy this criteria, based on October 2025-February 2026

2: You have a formal complaint with a provider that has reached deadlock, and a deadlock letter has been issued - sometimes called a final position letter.

If neither of these apply, then you cannot refer to the Ombudsman and need to give EE's formal process a chance to rectify first. The formal complaints link is at https://ee.co.uk/help/contact-ee/complaint

The above process is also laid out on the "our process" link on https://www.commsombudsman.org/raise-dispute/ee

Re: Email Address for EE Escalation Team

XRaySpeX — Wed, 11 Feb 2026 19:03:30 GMT

EE provide no contact email addy.

Is the complaint you are talking about a formal complaint submitted according to their Complaints Process? If not, you can make a formal complaint to EE & if you don't get satisfaction after 8 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: Email Address for EE Escalation Team

ExCustomerToBe — Wed, 11 Feb 2026 19:06:39 GMT

Hi,

I understand the above.

As my complaint was from last October, I understand that I don't need a "deadlock letter". The fact that EE have still not paid the agreed credit after more than 3 months, more than exceeds the 8 week wait needed to go to the Ombudsman.

Would it be advisable to ask for a "dealock letter" or does the 3+ month delay suffice?

Re: Email Address for EE Escalation Team

ExCustomerToBe — Wed, 11 Feb 2026 19:17:08 GMT

The guy who first responded to my complaint on 17 October 2025 started his email with "I write in response to the complaint you raised" and he signed himself off as "Executive Complaints" from an email address ****************

The obstructive woman who is currently replying also signs herself as "Executive Complaints" and uses the same email address.

In view of the fact she refuses to give me an address for an escalation team, I'd say it's as formal as any complaint can be.

Should I just ignore her now and go straight to the ombudsman?

Re: Email Address for EE Escalation Team

bristolian — Wed, 11 Feb 2026 19:22:42 GMT

FYI have a short time after posting to edit, negating the need for multiple short replies.

If you satisfy the requirement for 8 weeks to have passed without a complaint being resolved, nothing else matters. You may refer to ADR if you want to.

The link I posted above is to the page on Ombudsman Services site that you'll use to refer - their process is explained on the same page.

Re: Email Address for EE Escalation Team

JimM11 — Wed, 11 Feb 2026 22:29:35 GMT

@ExCustomerToBe Get the deadlock notification by whatever method you can, without that you have no complaint!

Stage 2 - Contact Ombudsman Services
If after contacting us we have not resolved your complaint within 8 weeks or if there is a
deadlock situation, you may refer your complaint to Ombudsman Services, free of charge.
Deadlock arises when we believe we have done everything we can to resolve your complaint but
can’t reach an agreement with you. You must have followed our escalation process before you
can request a deadlock and we will be unable to send a deadlock letter if we are still working to
resolve your complaint or if your complaint falls outside the remit of Ombudsman Services.

Re: Email Address for EE Escalation Team

bristolian — Wed, 11 Feb 2026 22:34:13 GMT

@JimM11 wrote:
@ExCustomerToBe Get the deadlock notification by whatever method you can, without that you have no complaint!

To clarify... you do not need a deadlock letter to refer to Ombudsman, if you have a complaint reference and can document it being unresolved after 8weeks.

I'm sure Jim doesn't mean to imply this, but "without that [deadlock letter] you have no complaint" is incorrect.

Re: Email Address for EE Escalation Team

ExCustomerToBe — Wed, 11 Feb 2026 22:43:32 GMT

I do wonder if trying to get a deadlock letter would be worthwhile as a "belt and braces" approach.

But I do have a complaint reference. I have their email going back to last October offering £30 compensation, and of course I can prove the £30 has never been paid almost 4 months later.

One other thought. I want to get rid of EE, but have been waiting for them to settle the complaint before I switch as I don't think they'll let me go to another supplier until the account is clear, and I don't want to lose the £30. Do I have to wait, or could I switch now without losing my claim?

I can get my home phone and broadband £10 a month cheaper with either Vodafone or Sky. Can I ask the Ombudsman for extra compensation for the £10 x 4 months that EE have delayed?

Re: Email Address for EE Escalation Team

bristolian — Wed, 11 Feb 2026 22:51:20 GMT

@ExCustomerToBe wrote:
I do wonder if trying to get a deadlock letter would be worthwhile as a "belt and braces" approach.

Literally no need. I will quote from the Ombudsman website link that I linked to earlier... (click the link and follow "our process" to find the checklist below)

From past experience dealing with Ombudsman Services (not with EE specifically, but the process is standard), they will ask you as part of raising your complaint, what you're looking for by means of resolution. Enter into that free-text-field whatever you like, and it will be considered as part of any judgement. It will be the Ombudsman's decision at the end of the day.

Re: Email Address for EE Escalation Team

JimM11 — Wed, 11 Feb 2026 22:51:21 GMT

@ExCustomerToBe You can try whatever, the £30 is a EE CS normal giveaway limit that they can apply with a manager approval, getting that becomes the fun, as it get's held up everywhere with the hope that you go away and stop pestering which eventually mean's you need to go to account's they say oops sorry don't see it, after a few months again sorry who did you talk to, nope don't see any complaints yah yah yah, EE have no doubt sussed you are going, and a monkey's the care not!

Re: Email Address for EE Escalation Team

ExCustomerToBe — Thu, 12 Feb 2026 17:01:03 GMT

@JimM11 That's interesting to know. It makes it much more of a challenge.

Since my initial call, I have everything in writing in emails. A few times they've asked me to telephone, but I've insisted on doing everything by email.

I have the guy who offered the £30 saying ""I am willing to offer a £30.00 credit as a gesture of goodwill due to the mis-information in the email you received and for the handling of the call you made to discuss it.".

So not only do I have the £30 credit offer evidenced in writing, I even have him admitting I received mis-information and the call was badly handled.

The woman who has handled the complaint since, and refuses to pay the £30, and refuses to give a reason why, must have wasted far more than £30 of their money in the time spent being obstructive. Hopefully she'll go on to cost them a lot more.

I've now emailed EE formally giving them 7 days to get the £30 into my account, and then we go to the Communications Ombudsman. I'm hoping they don't pay in 7 days, as I'm looking forward to seeing the Ombudsman process in action. I'm even willing to take it to the County Court small claims for the hell of it if needed.

Re: Email Address for EE Escalation Team

ExCustomerToBe — Fri, 13 Feb 2026 11:33:34 GMT

Today's update.

Well, just over 24 hours after joining this website to tell the story of EEs incredibly arrogant incompetence, and 24 hours after sending an email giving 7 days notice that I was referring my complaint to the Communications Ombubdsman (Which I also attempted to copy in to the EE CEO Claire Gillies, guessing an email format of first name dot surmane at EE dot co dot uk), I have had a text and an automated email saying £30 credit has been added to my account.

I can't seem to find out how to get into my account on the crazily over-complicated EE website, so I haven't been able to view the balance on my account, nor see an actual credit note=, but from their email and text, it does sound like they have applied the credit.

In a way, a bit of a disappointment as I was looking forward to testing out the Communications Ombudsman route, and ranping up the claim a fair bit, for the 4 months delay. However it might be a help to the many others I have heard about who have been promised £30 credit but never received it. Send them a 7 day letter threatening to take matters to the ombudsman, and they seem to react.

If I find a way to get into my account and view a credit and statement on their shockingly bad website, I might be able to draw a line under it. Although if the money isn't deducted from next week's DD or refunded directly to my bank, I will still pursue it with the Ombudsman. (I'm also going to contact OFCOM. I know they don't get involved in dispute resolution, but I'm told they do like to log incidents of misinformation and dodgy business practice, so I think it's worth it).

Further Update: Finally got into the online account. It seems the 5 Feb bill for £32.97 has now been replaced by an "interim bill" dated yesterday which shows the £30 credit and a new total of £2.97. So if they take £2.97 from my account next week, we're all straight. However if they take £32.97, we go to the Ombudsman. Let's see.

Now it's just a case of where to go to get the monthly £32.97 bill down to £22.50ish. That's the monthly cost offered by both Vodafone and Sky (within a few pennies of each other).

Has anyone got any recommends on Home phone and broadband? Vodafone or Sky? who is best?

Re: Email Address for EE Escalation Team

JimM11 — Fri, 13 Feb 2026 12:57:39 GMT

@ExCustomerToBe For me it has to be sky, went back to them after quitting EE last March, but you need to make you own choice and good luck with EE trying to get that bill lowered!🤣

Re: Email Address for EE Escalation Team

ExCustomerToBe — Fri, 13 Feb 2026 13:45:05 GMT

Well, EE have been busy today. Bombarding me with texts, a phone call, emails, and you guessed it.... more dishonestly.

We left the story with this mornings text and email saying that the £30 credit had been applied. Which seemed to pretty much end the saga. (provided the £30 actually does reach my bank account).

Next I got a text saying "we're going to call you regarding your complaint". And despite previously telling EE that I would only deal with this complaint by email or letter to avoid anyone changing their story (either dishonestly or accidentally) a "David" rang. I asked why he was calling since I had received text and email, just hours previously, saying the £30 credit had now been applied. He said he couldn't confirm that as he didn't have access to my account! (Not sure what he was calling for if he didn't have access to any information needed to help in any way). I reminded him of my preference to only deal with EE in writing to avoid any "misunderstanding", but told him what I thought of his company. He seemed keen to get off the phone, and I let him go, since the whole call was pointless in the first place.

30 minutes later I get an email from "*******", seemingly the same David from the phone call. He's emailing due to my preference to have the complaint dealt with in writing. He says he's realised now he does have enough information to access my account, and he's attaching a letter sent yesterday by "Deborah" (The obstructive woman from earlier in this thread).

The letter from Deborah confirms that she has now applied the £30 credit which I should have had last October. Her excuse? She says the £30 was only an offer, which I needed to accept.! Deborah must hope that I delete my emails - Unlucky, Deborah. I keep them. I still have the email which says the £30 credit is a gesture of goodwill in compensation for the misinformation in their sales email and the poor handling of my complaint call. Nowhere does it say that I have to reply back to formally accept the credit they have promised me. Deborah also claims they had also sent another email 10 days later asking me to formally confirm my acceptance of the credit. Lies again. It never happened.

I can't wait to be away from such a dishonest company.

Re: Email Address for EE Escalation Team

JimM11 — Fri, 13 Feb 2026 14:37:59 GMT

@ExCustomerToBe All good fun and keeping you on the toes so to speak!