Email Address for EE Escalation Team

[ExCustomerToBe]

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?   

[bristolian]

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 

[XRaySpeX]

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 .

[ExCustomerToBe]

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?

[ExCustomerToBe]

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?

[bristolian]

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.

[JimM11]

@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.

[bristolian]

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@JimM11 wrote:

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

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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.

[ExCustomerToBe]

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?

[bristolian]

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@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.