Verified: 10 March 2026 12:35 am UK Time
Industry: Mobile Telecommunications (MVNO)
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. Lebara Mobile staff will never ask for your account PIN, your online portal password, or ask you to read back a one-time security code to verify your identity over the phone.
Level 1: Customer Support (Initial Complaint)
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How to complain: You can raise a complaint directly through your Lebara online account, via live chat on their website, or by calling their official customer service routing numbers.
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Lebara Customers: Dial 5588 from your Lebara mobile (Free)
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From any other phone: 0207 031 0791 (Standard UK rates apply)
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Source Verification Note: Lebara Complaints Code of Practice
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Availability: Telephone support and live chat are available Monday to Sunday from 8:00 AM to 9:00 PM (UK Time).
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Timeline: Lebara aims to resolve complaints on the first contact. If they cannot, they officially state they will acknowledge and advise on next steps within 3 business days.
Level 2: Formal Corporate Escalation (Notice of Dispute)
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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” (or Final Position letter) if they refuse your proposed resolution. Sending this via Royal Mail Signed For is highly recommended to prove receipt.
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Complaints Address: Customer Services, Lebara Mobile Limited, Level 5, Broadwalk House, 5 Appold St, London, EC2A 2DA
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Timeline: Under Ofcom regulations, Lebara has a maximum of 8 weeks to issue a final resolution or a Deadlock Letter.
Level 3: Regulatory Authority (Government Ombudsman)
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Authority: Communications Ombudsman (Note: Lebara does not use CISAS).
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Portal/Contact: The Communications Ombudsman is the Ofcom-approved, free dispute resolution service for Lebara complaints. You can submit a complaint online or by email:
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Website: commsombudsman.org
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Email: enquiry@commsombudsman.org
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Phone: 0330 440 1614
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Timeline (CRITICAL): You can only refer your complaint to the Ombudsman after you receive a Deadlock Letter from Lebara, 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)
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Pre-Litigation: Before commencing legal proceedings, UK legal protocols require you to send a formal “Letter Before Action” (LBA) to Lebara’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.
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Legal Address: Lebara Mobile Limited, 5th Floor, Broadwalk House, 5 Appold Street, London, EC2A 2DA
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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.
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Source Verification: Make a court claim for money (GOV.UK)
Community Action: Is Lebara Mobile still ignoring your missing credit 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!