Update

Since this sites inception just over 1 month ago, it's had approximately 2700 pages views from over 600 unique visitors (Google Analytics).

I have noticed some international visitors have also been visiting this site and would like to stress that all the contacts and details on this site are for UK based Hutchison 3G customers and that they would need to contact their respective 3 complaints department. What I will do is try and source some international addresses to cater to everyone's needs.

I have had quite a few emails come in with complaints, please keep them coming as your voice cannot be heard if you keep quiet!!

Consumer Rights and Advice for your Three Complaint

There are a number of sites out there issuing advice on your consumer rights but in reality nobody is more qualified to give you advice on your issues than the followxing sites

The Office of Fair Trading, OFT, have set up the Site Consumer Direct which gives you your rights with most industries including mobile phones. My personal opinion the site content is quite limited but there is an email address and telephone number for you to contact them.
Their advice line is: 08454 04 05 06

We all know about the Citizens Advice Bureau, but I guess not all of us have got round to using them...Well you should! That's what they are there for. You just need to search for your local office and it will provide you with details of how to get there or call them.

Trading Standards. Although I'm not too sure how they could deal with your complaint specifically, I've been informed that they may be able to make an investigation into your complaint BUT they are not a replacement for contacting Otelo or Ofcom who deal with these matters specifically.

How difficult (illegal?) can H3Gs Termination Team make it to leave H3G?

Here is a recent complaint sent to me:

Copy of letter sent to H3G head office and local Trading Standards...

I wish to formally complain about one of your operators in India: xxxx xxxxxx, ID xxxxx.This morning, I spent over 60 minutes, repeatedly asking this operator to accept early termination fee and issue a PAC code.
Within the first 5 minutes, I had explained my reasons for wishing to terminate my contract:
1. Workplace coverage issues (no 3G, intermittent 2G @ postcode TD6 xxx)
2. Internet MAX does not work at all in 2G area (i.e. my workplace).
During the next 45 minutes, your operator repeatedly ignored my requests to process my early termination payment of £xx. Eventually I threatened to report 3UK to my local Trading Standards and requested his name and Operator ID.
At that point, the operator agreed to process my payment, during which he incorrectly entered my card details 2 times, then informed me that your ‘payment gateway’ might be down.
I offered to use a VISA card, which also failed due to ‘gateway issues’.I was then informed that my termination could not be processed and that it would not be possible for someone to call me back when the technical issues were resolved.Under UK law, I have the right to cancel my contract at any time, but Three UK appear to be actively denying my this right and placing obstacles in my way.
Please investigate my complaint and arrange for a UK based 3UK operator to contact me to process the termination request and issue me with a PAC code ate.

N.B. I have contacted my local Trading Standards office and asked them to become involved

First Steps - Contacting Three Customer Services

A lot of you would have already gone past this stage with no hope as you know how useless 3's customer service is but it is essential that you do complete this part.

But you need logs of all the dates, calls etc.. you have made.So I had an idea, submit your query using their Chat Program, once you get there, click on the green banner where it says "Got a Technical Query? Chat with a tech advisor now" and it will launch an instant messaging chat service for you. This way you should be able to keep records of all your correspondance by copy and pasting the whole conversation and saving it in word, unless anyone can think of a better way?

28/11/08: Quick update to the above statement: It appears that since this site has started that Three have decided to remove their online chat program. Not sure why as there are a variety of factors but it is a disappointment as it was a good way to record your conversations. Hopefully it's only a temporary removal. Please email me if you know otherwise.

I'd say if you've had a couple of weeks of bad luck with them then you should got to Step 2. If they're offering you a replacement for your phone make sure that it is either exactly the same model or a model which is worth more. You can check this by going on to Google Shopping and typing in the make and model of the phone 3 are offering and your existing phone to compare values.

Your composure on the phone/chat service, is essential. Be calm, don't show your anger etc... at them as this will not help you. Remember a lot of these overseas call centres train their staff well to be resilient (But they don't train them in Customer Services!!! ironic isn't it?).

If you are not happy with the outcome of your calls then just tell them it's not good enough and you will be taking your complaint further in writing, which is the next step of making formal letter of complaint to their first line of customer services.

Check out a recent post of possible alternative Three numbers and email addresses

Step 2 - Writing to Three

Here is the first address you should write to:

3 Customer services (complaints)
Hutchison 3G UK Ltd
PO Box 333
Glasgow
G2 9AG

I have put (complaints) after the name just so they know!

I have already written to this address and after 14 days still have not recieved any response from them yet!

Make sure your letter is firm but not too threatening and explains your complaint clearly and concisely. Also explain that you have made several calls etc.. to their customer services and you are not happy with the outcome.

Make sure that you end the letter requesting acknowledgement ASAP. This is for your records.

If you don't hear from them within 14 days then you need to write to a more senior agent within the organisation. I have been fortunate to be given this contact after a query to Otelo:

Lisa Kidd
3 Executive Office
123 St Vincent St
Glasgow
G2 5EA

Much in the same way as your previous letter(s), state your dissatisfaction of their service expecially if you have been ignored the first couple of times.

If they are not providing the service you have paid for and they are ignoring you, then let her know! Use terms like "Breach of Contract" and "Null and Void" (use both sparingly, don't over do it!) especially if you are still tied down to a contract with several months left in it. Fact of the matter is you are paying them and they aren't offering you the service you deserve.

Once again request acknowledgement of your letter and state how many weeks it has been since your initial complaint and if you don't hear from her you will seek the advice of Otelo.