Echoing what other people have experienced, it seems that the only way to pursue a complaint with Vodafone is through ADR or a small claims court. Their customer service is non-existent and they don't adhere to even their own complaints policy so what chance do we have? I entered into a new contract with them December 2015. Hadn't had any problems before, but they cacked that up. My mobile minutes were missing and I was supposed to have 2GB of data, but only 1GB was recorded. I naturally queried this when I got through my 2nd confirmation email (the original received on the day I selected the contract was absolutely fine). That email stated I was within my 14 day withdrawal period. Don't trust the advisors when they say: "I've sorted that for you." Or even if they say they see your minutes on the screen. Or even if they put you on hold to speak to a retentions advisor to sort out your data. They won’t have. Or if they do anything, it won’t be a permanent fix. I was an idiot for trusting them. Naturally, my January 2016 bill was wrong and my subsequent call to resolve that was a nightmare. I then moved to writing to them after speaking to Consumer Helpline. Vodafone never got back to me even after two letters, both sent recorded delivery. They’re just not interested. Now that over 8 weeks have passed, it’s in Ofcom’s hands. If you have a complaint with Vodafone, do it in writing – if you phone them, keep a note of all the dates, names and times. Keep a log. Anything you send to them, keep a copy for yourself and send it recorded/signed for mail. Whatever you can use against them to build your case, use it. They only dig bigger holes for themselves. If 8 weeks have gone by, go straight to the Ombudsman. Vodafone won’t lift a finger to help you. Not on their own. Don’t go with this company.