Good tip for sending letters

If you do decide to write to Three, please make sure you send it be Recorded delivery, or if you can afford it Special Delivery, that way you can track when it arrives and start timing your 8 weeks from the date it arrives.

If, AND ONLY IF, 8 weeks has passed with no contact or deadlock letter from Three, contact th ombudsman service and get a reference. Then write one final letter to Three (by recorded post) and at the header of the letter "CC Ombudsman Services: Communications" and send the letter to them making sure you've quoted your reference in the letter too.

Otelo has changed

Just so everyone knows, OTELO has changed to Ombudsman Services: Communications which Three will be a member of. Most of the same rules apply (8 Weeks etc...) but make sure you read the guidelines on their site.

Address:
PO Box 730
Warrington
WA4 6WU

Email Received from Three

Hi Guys,

A Three representative has contacted us with up to Date addresses and Procedures:

"Hi there, my name is Sarah and I work for Three. I’m sorry to hear about some of the experiences people have talked about on this blog, and I wanted to share some contact details with you so that you can direct your query or issue to the right place. The Brighton address in the post above belongs to one of our stores so mail sent there may not reach our complaints team. If you’d like to write to us, please use the address below. Once we’ve received your letter we’ll be in touch within 10 working days:Three Customer ComplaintsHutchison 3G UK LtdPO Box 333GlasgowG2 9AGAlternatively you’ll find other contact details, including an online form, and information on our processes here - http://www.three.co.uk/Support/Contact_Us/Complaints_code?typeSearch=%27complaints*%27"

It has been brought to our attention by one of our visitors that the 3 Address has been changed from the one on our site.

Here is the latest info:

I think the Maidenhead address (Star House, 20 Grenfell Road, Maidenhead, SL6 1EH) is incorrect or out of date.  Have sent registered letter there and it hasnt been delivered.

Royal Mail website comes up with this address:


Address removed as it was incorrect. PLease use address given in comment below.

More tips for complaints

I recently received an email from a lovely girl called Amy giving me some additional tips to assist you with getting a complaint resolution:

The persistent demanding of a deadlock letter is amazing - the first time I asked for it I was transferred to a manager (which I had previously had been told was impossible), I continued to disagree with their awful offer (they wanted me to pay £25 for a phone I had on my 3 contract 3 years ago or a free Nokia 3120 which is worth £80 less than a Nokia 6500s). I was told to email the executive office with my request for a deadlock letter (Executive.Office@three.co.uk) but they were got Auto response saying they didn't deal with such requests. So I managed to get a lovely 3 shop employee to give me this:

Executive Office, 3, DIRECT LINE (+44) 08707 330 295, Executive.Office@three.co.uk

The lady was lovely enough to tell me how to make sure you email got through to the Executive Office so that your complaint could be investigated - in the subject header type: DEADLOCK LETTER in big capitals and to say FOR THE ATTENTION OF THE EXECUTIVE OFFICE in the subject too. The 3 store employee told me to send this email as many times as you feel necessary (I sent off 20 in quick succession with the subject DEADLOCK LETTER NOW).

The 3 store employee also said that I should be persistent with the 333 call centre and demand that they organise you a deadlock letter as you feel you have done enough and that you feel that you email can be ignored. They will say they cannot do this, but if you get put through to a senior enough manager they are authorised to do it for you even if they do this still demand to speak to the head of the call centre. This way 2 people are investigating your problem which means it should be sorted earlier.

Less than 24 hours after the big boss of the Indian call centre called me and offered me a one time special offer of a free nokia e71 and some compensation. I hope everyone else is able to get a similarly good resolution.

Thanks Amy!