Verified: 13 March 2026 04:38 pm UK Time
Industry: Retail & Supermarkets
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. Morrisons staff will never ask for your account PIN, your Morrisons More password, or ask you to move money to a “safe account” over the phone.
Level 1: Customer Support (Initial Complaint)
-
How to complain: You can raise a complaint via their online contact forms or by calling their dedicated customer service routing number:
-
General Enquiries & Online Groceries: 0345 611 6111
-
Source Verification Note: Morrisons Help Hub
-
Availability: The customer service phone lines operate Monday to Friday from 8:00 AM to 8:00 PM, Saturday from 9:00 AM to 5:00 PM, and Sunday from 10:00 AM to 4:00 PM (UK Time).
-
Timeline: Morrisons aims to resolve initial retail complaints within 7 working days.
Level 2: Formal Corporate Escalation (Notice of Dispute)
-
Who to contact: If standard customer service cannot resolve the issue, you must formally escalate it in writing. Send a letter detailing your receipt/order number, a timeline of the issue, and your desired resolution. You must explicitly request a “Deadlock Letter” if they refuse your proposed resolution.
-
General Retail Complaints Address: Customer Service Department, Wm Morrison Supermarkets Limited, Hilmore House, Gain Lane, Bradford, West Yorkshire, BD3 7DL
-
Timeline: Under UK consumer law guidelines, Morrisons has a maximum of 8 weeks to issue a final resolution or a Deadlock Letter.
Level 3: Regulatory Authority (The Financial Route)
- Authority: Your Bank
- The Reality: There is no statutory retail ombudsman for Morrisons. If they refuse to refund you for faulty goods, expired food, or undelivered online groceries, you must contact your bank and claim a breach of contract under Section 75 of the Consumer Credit Act (for credit cards) or request a Chargeback (for debit cards). (Note: Ignore outdated advice to use the EU Online Dispute Resolution platform; it is no longer valid for UK consumers).
- Timeline (CRITICAL): You do not need to wait 8 weeks to initiate a Chargeback if Morrisons has already explicitly refused your refund in writing (e.g., via email or chat).
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). You must address it to their exact corporate legal entity: Wm Morrison Supermarkets Limited.
-
Legal Address: Legal Department, Wm Morrison Supermarkets Limited, Hilmore House, Gain Lane, Bradford, West Yorkshire, BD3 7DL
-
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.
-
Source Verification: Make a court claim for money (GOV.UK)
Community Action: Is Morrisons still refusing to refund your missing online grocery delivery or ignoring a complaint about a faulty electrical item? Reply below (do not share your passwords, full receipt numbers, or PINs), and our community will point you to the right Section 75 or Small Claims Court templates!