Verified: 14 March 2026 02:25 pm UK Time
Industry: Food Delivery Platform
Jurisdiction: United Kingdom
Primary Regulators: Competition and Markets Authority (CMA)
Important Safety Warning: Beware of fake customer service numbers on search engines. Only use official channels. Scammers frequently buy ads to promote fraudulent phone numbers. Deliveroo does not have a phone number for customer food orders. Staff will never ask for your account PIN, ask for your bank details via text message, or ask you to move money to a “safe account”.
Level 1: Customer Support (Initial Complaint)
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How to complain: You must raise your complaint via the “Order Help” section within the Deliveroo app or website. If the app locks you out or the automated chatbot refuses to connect you to a human, you can email their digital support team directly.
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Direct Support Email: support@deliveroo.co.uk
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Source Verification Note: Deliveroo UK Help Portal
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Availability: The automated in-app chatbot and ticketing system operate 24 hours a day, 7 days a week. Live chat agents are typically available during core restaurant operating hours.
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Timeline: Deliveroo aims to respond to active order issues within minutes via the app, and standard email tickets within 24 to 48 hours.
Level 2: Formal Corporate Escalation (Notice of Dispute)
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Who to contact: If the automated system or standard customer service refuses your refund (e.g., claiming a driver GPS showed they were near your house, even if they didn’t deliver the food), you must formally escalate it. Email
support@deliveroo.co.ukwith “FORMAL COMPLAINT - ESCALATION” in the subject line. Detail a clear timeline, provide CCTV or photo evidence if applicable, and state your desired resolution. -
Postal Complaints Address: Customer Service Department, Roofoods Limited, The River Building, Level 1, Cannon Bridge House, 1 Cousin Lane, London, EC4R 3TE
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Timeline: If they flatly refuse your request in writing (via the chat transcript or email), you have exhausted their internal process and can proceed immediately to Level 3. You do not need to wait 8 weeks.
Level 3: Regulatory Authority (The Financial Route)
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Authority: Your Bank OR Your Credit Card Provider
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The Reality: Because Deliveroo is not part of any statutory Ombudsman scheme, you cannot escalate a cold food or missing delivery dispute to an external regulator.
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Standard Debit/Credit Card: If Deliveroo refuses to refund you for a missing, entirely incorrect, or ruined meal, you must immediately contact your bank and claim a breach of contract under Section 75 of the Consumer Credit Act (for credit cards, provided the order was over £100) or request a Chargeback (for debit cards or orders under £100). Use your chat screenshots as evidence that the platform refused to rectify the breach.
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Timeline (CRITICAL): You do not need to wait 8 weeks to file a Chargeback. Once Deliveroo gives you a final “No” in the chat, you can immediately contact your bank.
Level 4: Legal Action (Final Step)
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Pre-Litigation: Before commencing legal proceedings, UK legal protocols require you to send a formal “Letter Before Action” (LBA). You must address it to their exact corporate legal entity operating in the UK: Roofoods Limited.
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Legal Address: Legal Department, Roofoods Limited, The River Building, Level 1, Cannon Bridge House, 1 Cousin Lane, London, EC4R 3TE
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Court: If the LBA fails and your bank refuses a chargeback, you can file a lawsuit. For financial claims up to £10,000 in England and Wales, you can use the Money Claim Online (MCOL) portal to enter the Small Claims Track.
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Source Verification: Make a court claim for money (GOV.UK)
Community Action: Is Deliveroo still refusing to refund your missing meal because they claim the rider “waited 5 minutes,” or did they ban your account for requesting too many legitimate refunds? Reply below (do not share your passwords, full order numbers, or PINs), and our community will point you to the right Chargeback or Small Claims Court templates!