Complaints process

Making a complaint

At Asda mobile, providing the best customer service is our top priority. We want you to have a positive experience with us, but if anything is wrong, you can get in touch so we can try to resolve the issue as quickly as possible.

If you need to get in touch with us, you can do so very easily, by phone or email - whichever you prefer. Any complaint you send will be carefully reviewed by our team. We will keep you updated on its progress as we work to fix the problem.

How to make a complaint

Call us

You can call us on 2732 from your Asda mobile phone, or 0808 006 2732 from another phone.

Email us

Send us details of your complaint to asda.mobile@help.vodafone.co.uk. Please include your full name and your Asda mobile phone number.

Making a complaint on someone's behalf

If someone else is making the complaint for you, we’ll need to just check with you first to ensure you grant permission for them to speak on your behalf.

Asda mobile Complaint Review Service

If you are unhappy with how your complaint is being handled at any point, you can contact the Asda Mobile Complaint Review Service to have your complaint investigated. They will aim to respond within 10 working days, but in some cases, this could take up to 8 weeks.

Submit your complaint to our review service here.

Alternatively, you can write to us:

  • Asda Mobile Complaint Review Service,
  • Asda House Executive Complaints Team,
  • Asda House,
  • Great Wilson Street,
  • Leeds,
  • LS11 5AD

In your letter, please include:

  • Your contact details for us to respond
  • Your Asda mobile number
  • Details of the complaint

See our terms and conditions here.

If you have not had a response within 8 weeks or feel that your complaint has not been adequately handled at this stage, you can request an independent review from the Communications Ombudsman.

You can contact them by:

They are open Monday to Friday 8am to 8pm and Saturdays 9am to 1pm.

The government regulator of mobile operators may approve other similar Ombudsmen and if we choose to use these instead of Ombudsman Services we shall let you know. Please note that Ombudsman Services won't consider your complaint until you have followed the Asda complaints procedure as detailed here.

If you have not had a response within 8 weeks or feel that your complaint has not been adequately handled at this stage, you can request an independent review from CISAS. You can contact them by:

They are open Monday to Friday 9am to 5pm.

The government regulator of mobile operators may approve other similar Ombudsmen and if we choose to use these instead of CISAS we shall let you know. Please note that CISAS won't consider your complaint until you have followed the Asda complaints procedure as detailed here.

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