Got the wrong bill from Vodafone or Three? Here is how to fix it.
This guide explains how the Vodafone-Three merger works, the special tariff cap and other promises the merged company had to make to the CMA, why Vodafone and Three are still two separate legal entities, and how to send a proper complaint letter by Royal Mail.
About Vodafone Limited
VodafoneThree is the UK's newest telecoms giant. It was created on 31 May 2025 from the merger of two existing big UK mobile networks: Vodafone UK and Three UK. The deal was worth £16.5 billion (about $20.96 billion). The merger took 18 months to get approved by the UK competition watchdog (the Competition and Markets Authority or CMA), because they were worried the merger would mean fewer choices for UK customers. The CMA approved it in December 2024 only after both companies signed legally binding promises about prices and investment. Those promises are explained below and matter a lot for customers.
VodafoneThree is now the biggest mobile network in the UK. It has between 27 and 28.8 million customers across its different brands. It reduced the number of big UK mobile networks from four down to three: VodafoneThree, BT/EE, and Virgin Media O2. BT (the other big telecoms company) publicly opposed the deal saying VodafoneThree would have "a disproportionate share of capacity and spectrum". The Unite union also campaigned against the merger because of job loss worries.
The new company sells through several brands: Vodafone UK (the original), Three UK, VOXI Mobile (Vodafone's youth-focused brand), SMARTY (Three's no-contract sub-brand), and Talkmobile (Vodafone's budget brand). All five brands are now owned by VodafoneThree. The CEO is Max Taylor (formerly the boss of Vodafone UK). The CFO is Darren Purkis (formerly the boss of Three UK's finances). Vodafone Group Plc's overall CEO is Margherita Della Valle.
Registered office
Vodafone LimitedVodafone House, The Connection
Newbury, Berkshire
RG14 2FN
United Kingdom
Companies House number: 01471587 · Parent: Vodafone Group Plc (LSE: VOD). Three side: Hutchison 3G UK Limited (Companies House 03885486), 450 Longwater Avenue, Green Park, Reading RG2 6GF. Parent: VodafoneThree (51% Vodafone Group Plc / 49% CK Hutchison Group Telecom Holdings Limited, stake being bought out by Vodafone for £4.3 billion). · Regulator: Ofcom (Office of Communications) · Ombudsman scheme: CISAS (Communication and Internet Services Adjudication Scheme)
Group structure
Vodafone Group Plc (parent)
This is the British parent company. Listed on the London Stock Exchange (ticker VOD). Headquartered in Newbury, Berkshire. Founded in 1985. Vodafone Group operates mobile networks in 15 countries, with investments in 5 more and partner deals in over 40. They have 360 million mobile and broadband customers worldwide. The Group CEO is Margherita Della Valle, who has been pushing the strategy of cutting up Vodafone's European businesses and growing in chosen markets.
LSE ticker VOD. FTSE 100 member.VodafoneThree (the joint venture being unwound)
The merged business. When the merger completed on 31 May 2025, it was a 51%/49% joint venture between Vodafone Group Plc (51%) and CK Hutchison Group Telecom Holdings Limited (49%). CK Hutchison is a Hong Kong-listed conglomerate that used to own Three UK. In May 2026, Vodafone announced an agreement to buy out CK Hutchison's 49% stake for £4.3 billion through cancellation of shares. So VodafoneThree is becoming wholly owned by Vodafone Group Plc.
51%/49% JV becoming 100% Vodafone.Vodafone Limited (the Vodafone, VOXI and Talkmobile customer contracts)
This is the legal entity behind your Vodafone UK, VOXI Mobile and Talkmobile bills. Companies House number 01471587. Registered at Vodafone House, The Connection, Newbury RG14 2FN. Also regulated by the Financial Conduct Authority (FCA) for consumer credit and insurance distribution (FCA Financial Services Register Number 712210). So if your complaint involves a phone-on-finance contract or mobile insurance, the FCA framework applies on top of Ofcom.
Companies House 01471587. The Vodafone brand.Hutchison 3G UK Limited (the Three and SMARTY customer contracts)
This is the legal entity behind your Three UK and SMARTY bills. Companies House number 03885486. Registered at 450 Longwater Avenue, Green Park, Reading RG2 6GF. Three originally launched in 2003 as the UK's first 3G-only mobile network. Also regulated by the FCA for consumer credit (FCA Financial Services Register Number 738979). Same parent as Vodafone Limited (VodafoneThree), but a totally separate legal entity. Name the right entity when you sue or formally complain.
Companies House 03885486. The Three brand.Common reasons your Vodafone Limited bill might be wrong
- 1A mid-contract price rise was bigger than the CMA-approved cap. As part of the CMA's approval of the merger, VodafoneThree promised to cap tariffs for 3 years (until around May 2028). If your price rise looks bigger than what your contract said, or if it goes against the cap, that is a serious complaint. See the dedicated CMA conditions block below.
- 2You did not get Automatic Compensation for a Vodafone broadband fault. Vodafone (the original Vodafone broadband, not Three) is a member of the Ofcom Automatic Compensation Scheme. If your broadband was down for more than 2 full working days, an engineer missed an appointment, or your service did not start on time, Vodafone should pay you automatically.
- 3You signed up for one brand but were transferred to another after the merger. Since the merger completed in May 2025, some Vodafone, Three, VOXI, SMARTY and Talkmobile customers have been moved between systems. Most customer contracts are meant to stay unchanged for now, but billing issues can arise during integration.
- 4A handset finance or phone insurance charge is wrong. Both Vodafone Limited and Hutchison 3G UK Limited are FCA-regulated for consumer credit. If a phone-on-finance charge is wrong, you have rights under FCA rules on top of Ofcom rules. For mobile insurance specifically, the complaint can also go to the Financial Ombudsman Service.
- 5Roaming charges that should not be there. UK mobile networks brought back EU roaming charges between 2021 and 2022. Check the charges on your bill match what your contract actually said about EU and worldwide roaming.
- 6A previous account holder's bill came to you. If you moved into a new property, debts run up by previous occupants are NOT yours. You only owe Vodafone or Three for what YOU have used since you moved in.
The energy billing rules that protect you
| Rule | What it means | Source |
|---|---|---|
| Automatic Compensation Scheme | If your broadband or landline goes down, the operator pays you a daily amount automatically (currently around £9.76 a day for total loss, going up each April). | Ofcom General Condition C3, in force since 1 April 2019. |
| Right to switch with no penalty | If your provider raises your price in your contract by more than the agreed rate, you can leave for free. | Ofcom General Conditions. |
| 12-month bill query rule | Telecoms providers cannot rely on bills more than 12 months old for arrears claims in most cases. | Limitation Act 1980 s.5, plus Ofcom guidance. |
The VodafoneThree CMA conditions and what they mean for you
The CMA (Competition and Markets Authority) approved the Vodafone-Three merger in December 2024 only after both companies signed legally binding promises. These promises are called "behavioural remedies" — it was the FIRST time the CMA ever accepted behavioural remedies in a UK telecoms merger, which was a controversial policy shift because the CMA has often said behavioural remedies are difficult to enforce. Vodafone and Three had to give very specific commitments to get the deal through.
The four main promises that affect customers directly are: (1) A 3-year tariff cap. VodafoneThree cannot raise prices on its customers above a set ceiling for three years from the merger completion date (May 2025 to roughly May 2028). (2) Wholesale price commitment for mobile virtual network operators (MVNOs) like Lebara, iD Mobile, ASDA Mobile and others that buy network capacity from Three. The wholesale prices have to stay fair so smaller competitors are not squeezed out. (3) A £11 billion 5G network investment over 10 years, starting with £1.3 billion in the first year. The aim is a 5G "Standalone" network covering 99% of the UK population. (4) An annual progress report submitted to the CMA AND Ofcom.
What this means for you: if your Vodafone, Three, VOXI, SMARTY or Talkmobile price has gone up more than the 3-year cap allows, that is a serious breach of the CMA conditions. Write to VodafoneThree (or to the specific brand) quoting the December 2024 CMA approval conditions. You can also report the breach directly to both the CMA and Ofcom, who jointly monitor compliance. Both regulators take VodafoneThree's promises very seriously because the merger only got approved on the back of these commitments.
Your rights
The CMA December 2024 merger conditions
These are unique to VodafoneThree. The 3-year tariff cap (running until roughly May 2028), the wholesale MVNO pricing commitment, the £11 billion investment commitment and the annual progress reporting are all enforceable by the CMA and Ofcom. If your bill goes against the conditions, you can report it.
Ofcom Automatic Compensation Scheme (Vodafone broadband only)
A voluntary industry code, launched 2019. Vodafone is a member for broadband and landline services. Covers total loss of service for more than 2 working days, missed engineer appointments, and delayed activations. Vodafone should pay you automatically within 30 days. The scheme does NOT cover mobile services (so Vodafone mobile, Three, VOXI, SMARTY and Talkmobile are not covered).
Ofcom General Conditions C3 (transparent prices)
Since 17 January 2025, any mid-contract price rise must be stated in pounds and pence (not as CPI+X) in new contracts. Vodafone moved to pounds-and-pence pricing in 2024. Three followed in 2025. The new VodafoneThree pricing must also respect the CMA's separate 3-year tariff cap.
Ofcom General Conditions on contract changes
If Vodafone or Three makes a change to your contract that is to your disadvantage (for example, a price rise above the agreed amount), they have to tell you at least 30 days in advance. You then have the right to leave the contract without any early exit fees.
Financial Conduct Authority (FCA) consumer credit rules
Both Vodafone Limited (FSR 712210) and Hutchison 3G UK Limited (FSR 738979) are FCA-regulated for consumer credit. So if your dispute involves a phone-on-finance contract (paying for a handset in monthly instalments), FCA consumer credit rules apply on top of Ofcom rules. Vodafone Limited is also FCA-regulated for insurance distribution, so mobile insurance disputes can go to the Financial Ombudsman Service.
Consumer Rights Act 2015, sections 49 and 51
This is the general consumer law that applies to all services in the UK, including telecoms. Section 49 says services must be performed with reasonable care and skill. Section 51 says the price must be reasonable if it is not agreed in advance.
How long do you have to challenge a bill?
The Limitation Act 1980 gives you 6 years to bring a court claim about a contract dispute in England, Wales and Northern Ireland (5 years in Scotland). CISAS (the ADR scheme VodafoneThree uses) has its own time limits: usually you have to complain to the provider within 12 months, then escalate to CISAS within 9 months of the final response.
Common Vodafone Limited situations
Your price went up by more than the CMA cap allows
This is the most unique angle for VodafoneThree customers. The 3-year tariff cap (May 2025 to roughly May 2028) limits how much VodafoneThree can raise your prices. If your bill went up by more than the cap allows or by more than what was stated in your contract, write a letter quoting the December 2024 CMA approval conditions and the actual amount of the rise. Demand a refund of any over-charge. Copy your complaint to the CMA (case CMA-Vodafone-Three) and to Ofcom.
Your Vodafone broadband was down for days and you got no compensation
Under the Automatic Compensation Scheme, Vodafone should pay you automatically for any total loss of service that lasted more than 2 full working days. If you did not get the credit on your next bill, write a letter giving the specific dates the service was down, the fault reference number, and when it was restored. Demand the compensation be applied retrospectively.
You have a phone-on-finance contract that has gone wrong
Both Vodafone Limited and Hutchison 3G UK Limited are FCA-regulated for consumer credit. If the finance side of your phone contract has gone wrong (wrong instalment amounts, missing refunds, credit issues), you have rights under FCA rules. Write a letter naming the FCA Financial Services Register number (712210 for Vodafone Limited, 738979 for Hutchison 3G UK Limited) and quoting the consumer credit rules. The dispute can also be escalated to the Financial Ombudsman Service.
A SMARTY or VOXI customer is being treated differently from a mainline customer
SMARTY and VOXI are sub-brands of Three and Vodafone respectively. The same legal entities own them. So your rights are the same as for any other Three or Vodafone customer. If you have been told "we cannot do X because you are on SMARTY/VOXI", that may not be a legitimate reason. Write a letter quoting Three or Vodafone's general policies and Ofcom General Conditions.
Your wholesale MVNO provider (ASDA Mobile, iD Mobile, Lebara) is passing on bigger price rises than expected
The CMA forced VodafoneThree to maintain fair wholesale pricing for MVNOs. If your MVNO provider has put up your prices and blames it on Three or Vodafone, the CMA conditions may be relevant. Write to your MVNO first quoting the wholesale pricing commitment.
You were moved between Vodafone and Three systems after the merger
VodafoneThree is gradually integrating Vodafone and Three customer systems. Most customer contracts are meant to stay unchanged for now, but billing errors during integration are common. Write a letter giving the original brand name (Vodafone, Three, etc), your original account number, and demand a full reconciliation of any post-migration charges that look wrong.
Vodafone or Three is ignoring your complaint
After 8 weeks of unresolved complaint or after getting a final "deadlock" letter from Vodafone or Three, take the case to CISAS free of charge. CISAS can order the provider to pay you compensation, write off charges, or apologise. Decisions are binding on the provider but not on you — if you reject the outcome, you can still go to court.
Send your Vodafone Limited complaint by Royal Mail
PostRight writes your formal complaint letter for you. Answer a few simple questions. Check the letter. Pay. We print it and post it by Royal Mail the next working day. A real letter creates a clear paper trail that matters for back-billing claims and Energy Ombudsman escalation.
- ✓Names the correct legal entity (Vodafone Limited for Vodafone/VOXI/Talkmobile or Hutchison 3G UK Limited for Three/SMARTY)
- ✓Cites the December 2024 CMA conditions where the 3-year tariff cap applies
- ✓References the Automatic Compensation Scheme where broadband outages apply
- ✓States exactly what you want done (refund, recalculation, contract correction)
- ✓Gives Vodafone or Three a clear 14-day deadline to reply
- ✓Printed on quality paper and posted by Royal Mail. From £2.79.
Frequently asked questions
What are the CMA conditions on VodafoneThree?
In December 2024, the CMA approved the Vodafone-Three merger only after both companies signed legally binding promises. The four main promises are: (1) cap on tariffs for 3 years (May 2025 to roughly May 2028), (2) wholesale pricing for MVNOs maintained, (3) £11 billion 5G investment over 10 years, and (4) annual progress reports to both the CMA and Ofcom. If your bill goes against these conditions, you have a serious complaint.
Are Vodafone and Three still separate companies?
Legally yes. They are now owned by the same parent (VodafoneThree, which is being bought out by Vodafone Group Plc fully). But the customer contracts are still with two different legal entities: Vodafone Limited (Companies House 01471587) for Vodafone, VOXI and Talkmobile, and Hutchison 3G UK Limited (Companies House 03885486) for Three and SMARTY. Name the right one when you formally complain or sue.
Is VodafoneThree a member of CISAS or the Communications Ombudsman?
CISAS (Communication and Internet Services Adjudication Scheme), the same as Sky, Virgin Media and TalkTalk. NOT the Communications Ombudsman (which covers BT, EE and Plusnet). CISAS is run by the Centre for Effective Dispute Resolution and is approved by Ofcom. Decisions are binding on Vodafone or Three but not on you.
My phone is on a finance contract. Do different rules apply?
Yes. Both Vodafone Limited and Hutchison 3G UK Limited are FCA-regulated for consumer credit. So if the finance side of your phone contract has problems (wrong amounts, missing refunds, credit reporting issues), FCA consumer credit rules apply on top of Ofcom rules. For mobile insurance specifically, you can also escalate to the Financial Ombudsman Service.
How long do I have to make a complaint?
CISAS rules say you must complain to Vodafone or Three within 12 months of the issue, then escalate to CISAS within 9 months of the final response (or 9 months after waiting 8 weeks without a proper response). The 6-year court deadline applies under the Limitation Act 1980. Act sooner rather than later.
How does the Automatic Compensation Scheme work for Vodafone?
Vodafone is a member of the scheme for broadband and landline (not mobile). The three trigger events are (1) total loss of broadband or landline for more than 2 full working days, (2) a missed engineer appointment, or (3) your new service not starting on the agreed date. Vodafone should pay you automatically within 30 days. Three UK is mobile-only so the scheme does NOT apply to Three.
Will my Vodafone or Three contract change because of the merger?
Existing contracts are meant to stay unchanged for now while integration is ongoing. If VodafoneThree wants to change your contract in a way that disadvantages you (price rise above the cap, worse terms), they have to give you 30 days notice and let you leave penalty-free under Ofcom General Conditions. The CMA 3-year tariff cap also limits how much VodafoneThree can raise prices in the first place.
Is VodafoneThree the largest UK mobile network?
Yes. After the merger completed on 31 May 2025, VodafoneThree had between 27 and 28.8 million customers across all its brands (Vodafone, Three, VOXI, SMARTY, Talkmobile). That makes it the biggest of the three big UK mobile networks (the other two are BT/EE and Virgin Media O2). The merger reduced the UK from 4 major networks to 3.
Free help and what to do next
CISAS (Communication and Internet Services Adjudication Scheme)
Free, binding dispute resolution for Vodafone and Three customers. Run by the Centre for Effective Dispute Resolution (CEDR). After 8 weeks of unresolved complaint or a final deadlock letter, take your case here. Decisions are binding on the provider but not on you. Helpline: 020 7520 3814.
Visit website →Competition and Markets Authority (CMA)
The CMA approved the Vodafone-Three merger under strict conditions in December 2024. The CMA jointly monitors compliance with Ofcom. If a VodafoneThree price rise goes against the 3-year tariff cap or other conditions, the CMA wants to know.
Visit website →Ofcom (the regulator)
The UK telecoms regulator. Does not handle individual complaints (that is CISAS's job) but enforces the rules and the merger conditions. Worth reporting persistent bad behaviour to add to the enforcement record.
Visit website →Financial Ombudsman Service (for FCA-regulated products)
For complaints about phone insurance or consumer credit issues (not standard mobile contract disputes), the route is the Financial Ombudsman Service. Vodafone Limited is FCA-regulated under register 712210 and Hutchison 3G UK Limited under register 738979. Helpline: 0800 023 4567.
Visit website →Ready to challenge your Vodafone Limited bill?
PostRight prints and posts your formal complaint letter by Royal Mail. From £2.79. Add Tracked 24 for £9.99 if you want proof of delivery. A posted letter cited under SLC 21BA is the strongest opening move for any back-billing case.
Send a Vodafone Limited letter from £2.79From £2.79 · Printed and posted by Royal Mail · Dispatched within one business day