Verified: 9 March 2026 08:12 am UK Time
Industry: Telecommunications & Broadband
Jurisdiction: United Kingdom
Primary Regulator: Ofcom
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. EE staff will never ask for your account PIN, your online portal password, or ask you to download remote desktop software to “fix your router” over the phone.
Level 1: Customer Support (Initial Complaint)
-
How to complain: You can raise a complaint directly through your My EE online portal, via live chat, or by calling their official customer service routing numbers.
-
EE Customers: Dial 150 from your EE mobile or landline (Free)
-
Mobile Complaints (from any other phone): 07953 966 250 (Standard rates apply)
-
Broadband Complaints (from any other phone): 0330 123 1105
-
Source Verification Note: EE Complaints Procedure
-
Availability: Telephone support and live chat are available Monday to Friday from 8:00 AM to 9:00 PM, and weekends from 8:00 AM to 8:00 PM (UK Time).
-
Timeline: EE aims to resolve complaints on the first call or within 7 days. (Note: Under Ofcom rules, if an EE/Openreach engineer misses an appointment, or a broadband repair/installation is delayed beyond 2 working days, they must issue automatic compensation credits to your bill).
Level 2: Formal Corporate Escalation (Notice of Dispute)
-
Who to contact: If standard customer service cannot resolve the issue, you must formally escalate it to their central correspondence team. Send a written letter detailing your account number, a timeline of the issue, and your desired resolution. You must explicitly request a “Deadlock Letter” if they refuse your proposed resolution. Sending this via Royal Mail Signed For is highly recommended to prove receipt.
-
Complaints Address: EE Customer Services, 6 Camberwell Way, Sunderland, Tyne and Wear, SR3 3XN
-
Source Verification: EE Complaints Code of Practice
-
Timeline: Under Ofcom regulations, EE has a maximum of 8 weeks to issue a final resolution or a Deadlock Letter.
Level 3: Regulatory Authority (Government Ombudsman)
-
Authority: Communications Ombudsman (Note: Formerly known as Ombudsman Services: Communications).
-
Portal/Contact: The Communications Ombudsman is the Ofcom-approved, free dispute resolution service for EE complaints. You can submit a complaint online or by email:
-
Website: commsombudsman.org
-
Email: enquiry@commsombudsman.org
-
Phone: 0330 440 1614
-
Timeline (CRITICAL): You can only refer your complaint to the Ombudsman after you receive a Deadlock Letter from EE, OR if 8 weeks have passed since your initial complaint without a resolution. You must escalate the complaint to the Ombudsman within 12 months of receiving your Deadlock Letter.
Level 4: Legal Action (Final Step)
-
Pre-Litigation: Before commencing legal proceedings, UK legal protocols require you to send a formal “Letter Before Action” (LBA) to EE’s corporate legal headquarters. This letter must outline your claim, the exact legal or contractual breach, the evidence, and the financial remedy you seek, giving them a final 14 to 30 days to settle.
-
Legal Address: EE Limited, 1 Braham Street, London, E1 8EE
-
Court: If the LBA fails and the Ombudsman cannot resolve it, 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. For complex claims, you will likely need to instruct a solicitor and proceed to the County Court.
-
Source Verification: Make a court claim for money (GOV.UK)
Community Action: Is EE still ignoring your coverage dropout issue or billing dispute? Reply below (do not share your passwords, full account numbers, or PINs), and our community will point you to the right Communications Ombudsman complaint templates!