How to Complain to Lebara
Step by step: where to complain, what to say, and where to go if Lebara does not put it right.
Consumer Protection UK is independent and is not connected to Lebara. This guide uses information published by Lebara and by the schemes named below. All product names, logos and brands are property of their respective owners.
- Where to complain
- Lebara official complaints page (opens in a new tab)
Lebara says you can complain by phone, through its online chat, or in writing. Its complaints code says it will respond within 3 working days and send a final position letter within 8 weeks. - If it is not resolved
- Communications Ombudsman
- When you can escalate
- Lebara's code says after a final position letter or 8 weeks; the scheme's page says at least 6 weeks since first raising the issue, or a deadlock letter
- Checked
- 4 October 2026 (company pages and scheme websites). Rules and pages change, so check the official page before you rely on this.
Good to know: The scheme's page states a 6-week wait, shorter than the 8 weeks in Lebara's 2024 code, so the company document may be out of date.
What to Do, Step by Step
- Gather your evidence. Order or account number, dates, receipts, screenshots, emails and what was said on calls.
- Complain in writing using the route above, and ask for a complaint reference. Say what went wrong, what you want, and by when (14 days is reasonable). Our free letter templates can write it for you.
- Keep a record. Note dates, names and reference numbers of every contact. Use email or a form where you can, so you have proof.
- Ask for a final response if you are not getting anywhere, then follow the escalation route above.
- Use other routes if they apply. If the company does not fix it, take it to the free ombudsman or ADR scheme named above. Your bank or card provider may help if you paid by card (Section 75 or chargeback). The Citizens Advice consumer service gives free advice and can pass a report to Trading Standards.
Useful to Know
- Keep speed test screenshots and note the dates of every fault report and call.
- Ask whether you qualify for compensation for a delayed repair, missed appointment or loss of service.
- Check your contract if you want to leave: you may be able to leave without charge if the service is not what was promised.
Want help? If you would like one of our team to look at your complaint, our initial case review is free. Start your case. We cannot guarantee any outcome and do not give legal advice.