If you have a complaint


We’re sorry that you’re not happy with our service. By making a complaint, you’re giving us the opportunity to look into what happened and improve our services for everybody.

You may notify us of your complaint by:

  • Phone – 020 3773 4587
  • Email to complaints@free2.com
  • In writing to us: 1 King William Street, London, EC4N 7AR

Our customer services representatives are available 9am-5pm, Monday to Friday. We will respond to emails by the next working day.



Dealing with your complaint

If the situation is one we can resolve quickly, we will write to or email you with a resolution or we may be able to help you over the phone. If we are unable to resolve the situation quickly we will write or email you within 3 working days from when you first told us. We will confirm:
· The nature of your complaint so we can check we understood it correctly.
· The name and contact information of the person who will be working to resolve your complaint.


Resolving your complaint

On occasions where we are unable to resolve the situation quickly we may need more time to complete a full investigation. Where this is the case we will keep you fully informed throughout. When investigating your complaint, we will always consider what you tell us, although we will sometimes need additional information. We will reach our final decision based on this and the results of our investigation.


How we inform you of our decision

We will write to you to detail our decision. This will happen within eight weeks of free2 receiving your complaint. If we need more time to complete our investigation, we will write to you and advise when our investigation will be completed.


Financial Ombudsman Service

If we have not provided you with our final response within eight weeks or you are not satisfied with our final response you may also be eligible to refer your complaint to the Financial Ombudsman Service. For further information about the Financial Ombudsman Service complaint handling process please go to: www.financial-ombudsman.org.uk Tel: 0800 023 4567 (Calls to this number are free on mobile phones and landlines).


Visit our FAQs page for more help