Onbudsman Communication 投诉giffgaff 立案成功 附投诉过程

分享下咋投诉吧。

首先，你要翻下你的邮件，整理事情经过，投诉要写TimeLine时间线。

类似于这样：



其次，你要整理证据，包括但不限于Deadlock Letter等。

我提交的证据如下：



然后，你要整理你和giffgaff agent的所有沟通记录，不用全部复制粘贴，一句话概括即可。就是简单的做个summary

类似于这样，左边的第一条是我写的申请退款原文，第二条是agent的标准拒绝模板，各位应该已经见过无数次了。右边就是简要概括，沟通记录这么概括就行。我这有四条沟通记录，就写了两份概括。



准备好了之后，上这个网址：

https://www.commsombudsman.org/raise-dispute/giffgaff

点击Register Dispute.

然后按照它的操作提示即可，注意一定要拿到DeadLock Letter，即giffgaff的agent说“This is our final decision......”之类的话时，才可以进行投诉，投诉时一定要选是giffgaff把你recommend过来的，否则你只能选择等8周后投诉。

我投诉时一直在和ChatGPT讨论、写投诉文稿，下面是它遍历整个对话，整理出来的部分模板，投诉的话应该会用到。有错误请谅解，毕竟时间有点久了，两周才受理，具体细节我也忘的差不多了：

``` 可以。下面我按你这次实际走过的流程，整理成一份可直接用于 Communications Ombudsman 投诉的英文模板。我会把需要替换的信息用 [ ] 标出来，并把证据对应关系也放进去。

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Communications Ombudsman 投诉模板

1. Basic information

Complaint type: Mobile / Communications

Supplier: giffgaff

Supplier account number: [你的 giffgaff 手机号码]

Ombudsman reference: [如已有，例如 CM080932-26]

Account holder: [First name] [Surname]

Account activation date: 15 September 2025 （别照抄，这是我的激活时间）

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2. Complaint description

Background

I was a giffgaff customer with a UK mobile number, which I activated on 15 September 2025.

On 28 July 2026, giffgaff notified me that my service would be disconnected because my usage pattern was considered inconsistent with its Fair Usage Policy regarding long-term use outside the UK.

I obtained a PAC from giffgaff on 28 July 2026 and subsequently transferred my mobile number to another UK mobile provider, CTExcel. The number transfer was successfully completed.

My complaint is not primarily about whether giffgaff was entitled to terminate my service.

My complaint concerns the treatment of my remaining £10.00 of purchased prepaid airtime credit after the termination and subsequent transfer of my number.

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3. Refund instruction provided by giffgaff

When I requested my PAC, giffgaff provided me with a Personalised Switching Summary.

The document states:

"After switching networks, you'll need to claim a refund for any remaining credit on your account. To claim a refund, please contact an agent."

I subsequently completed the transfer of my number to CTExcel.

After the transfer was completed, I contacted giffgaff again and requested a refund of my remaining £10.00 purchased prepaid airtime credit, following the instructions provided in the Personalised Switching Summary.

Despite having completed the switching process and followed the instructions provided by giffgaff, my refund request was refused.

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4. Nature of the dispute

I understand that giffgaff has explained that it terminated my service because it considered my roaming usage to be inconsistent with its Fair Usage Policy.

I am not asking the Ombudsman to determine whether giffgaff was entitled to terminate my mobile service.

My complaint is specifically about whether giffgaff has handled my remaining purchased prepaid airtime credit fairly after termination and switching.

In particular, I believe there is an apparent inconsistency between:

1. the instruction provided by giffgaff in my Personalised Switching Summary that remaining credit could be claimed after switching; and


2. giffgaff's subsequent refusal to refund my remaining purchased credit.

I therefore ask the Ombudsman to independently review this specific issue.

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5. The £10.00 credit

The amount in dispute is:

£10.00

This amount represents purchased prepaid airtime credit.

The credit was obtained through a giffgaff-approved top-up voucher and was subsequently added to my giffgaff account.

I can provide evidence of the voucher purchase and the resulting account balance.

I am not seeking a refund of promotional credit or an amount that was never purchased.

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6. Attempts to resolve the dispute

I initially contacted giffgaff to request a refund after obtaining my PAC.

giffgaff rejected the request and stated that it would not provide a refund because my account had been terminated following a breach of its Fair Usage Policy.

I then submitted a formal complaint to giffgaff, specifically explaining that my complaint concerned the refund of unused purchased credit rather than the termination itself.

giffgaff subsequently issued a Final Response / Deadlock Letter maintaining its refusal to refund the £10.00.

I have attached the relevant correspondence, including the Deadlock Letter.

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7. Why I remain dissatisfied

I remain dissatisfied because I followed the switching process provided by giffgaff and subsequently completed the transfer of my mobile number to another provider.

giffgaff's own Personalised Switching Summary instructed me to contact an agent to claim any remaining credit after switching.

I did exactly that, but the refund was refused.

I therefore believe the Ombudsman should review whether the handling of my remaining prepaid credit was fair and consistent with the information and instructions provided to me by giffgaff.

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8. Resolution requested

I respectfully request that the Ombudsman review the dispute and determine whether giffgaff should refund my remaining £10.00 purchased prepaid airtime credit.

If the Ombudsman concludes that the credit should be refunded, I request that giffgaff refund the £10.00 to the debit card saved on my giffgaff account, namely my China Merchants Bank Mastercard debit card, or provide an appropriate alternative refund method if that payment method cannot be used.

I am not requesting compensation for the termination of my service or reinstatement of my giffgaff account.

My requested resolution is limited to the refund of the £10.00 purchased prepaid credit.

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9. Timeline

可以直接复制这一段：

Date	Event
15 September 2025	My giffgaff account and UK mobile number were activated.
27 July 2026	I initiated the relevant refund / switching enquiry with giffgaff.
28 July 2026	giffgaff notified me that my service would be disconnected because of my roaming usage pattern.
28 July 2026	I obtained a PAC from giffgaff.
28 July 2026	giffgaff provided me with a Personalised Switching Summary stating that remaining credit could be claimed after switching.
29 July 2026	I contacted giffgaff and requested a refund of my remaining £10.00 purchased credit.
29 July 2026	giffgaff rejected my refund request.
29 July 2026	I submitted a formal complaint to giffgaff regarding the refusal to refund my purchased credit.
29 July 2026	giffgaff issued its Final Response / Deadlock Letter refusing the refund.
[日期]	I successfully transferred my giffgaff mobile number to CTExcel using the PAC.
[日期]	I contacted giffgaff again after completing the transfer, following the instructions in the Personalised Switching Summary, and requested the refund again.
[日期]	[填写 giffgaff 对第二次退款申请的回复；如果尚未回复，就删掉这一行。]

**注意：**如果你最终提交时发现 27 July / 28 July / 29 July 的实际时间与你保存的证据不完全一致，以邮件、工单、PAC PDF上的时间为准，不要为了让时间线漂亮而硬改。

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10. Evidence / Supporting documents

建议按照下面这个目录上传：

01 — Service Disconnection Notice

giffgaff 的封号/断号邮件。

证明：

giffgaff 主动终止服务，以及其给出的原因。

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02 — Personalised Switching Summary

最重要的证据之一。

证明：

"After switching networks, you'll need to claim a refund for any remaining credit..."

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03 — PAC Confirmation

PAC 页面 / PDF。

证明：

• giffgaff 给出了 PAC；


• 你进入 switching 流程。

PAC 不需要打码。

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04 — CTExcel Porting Confirmation

CTExcel 已经显示你的原 giffgaff 手机号码的截图。

如果界面是中文没关系。

证明：

switching 实际已经完成。

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05 — Initial Refund Request and giffgaff Response

第一次退款申请以及 giffgaff 拒绝退款的回复。

如果是网页 Agent：

直接上传完整长截图即可。

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06 — Formal Complaint

你向 giffgaff Member Relations 提交的正式投诉。

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07 — Deadlock / Final Response

你收到的 Deadlock / Final Response。

这是进入 Ombudsman 的关键文件。

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08 — £10 Purchased Credit Evidence

包括：

• 余额截图；


• Orders and Payments；


• voucher 充值记录。

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09 — Voucher Purchase Evidence

如果需要证明 £10 的来源，可以上传你找到的中文聊天记录。

建议附一页简短英文说明：

This evidence shows that I purchased a giffgaff top-up voucher from a third-party seller. The voucher code was subsequently redeemed on my giffgaff account and resulted in purchased prepaid airtime credit.

不需要把整段中文聊天全部翻译。

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11. Contact with supplier

如果表单问：

How have you contacted the supplier about your complaint?

可以这样填写。

Contact 1

Contact Method: Online support / Ask an agent

Approximate date: 29 July 2026

Summary:

I contacted giffgaff to request a refund of my remaining £10.00 purchased prepaid airtime credit after requesting my PAC and receiving the Personalised Switching Summary. giffgaff refused the refund and stated that my account had been terminated because of my roaming usage and that it was not required to refund the remaining credit.

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Contact 2

Contact Method: Formal complaint

Approximate date: 29 July 2026

Summary:

I formally complained about the refusal to refund my £10.00 purchased prepaid credit. I explained that my complaint concerned the unused credit rather than the termination of my service, and referred to the refund instructions contained in my Personalised Switching Summary. giffgaff maintained its refusal and issued a Final Response / Deadlock Letter.

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12. What would you like the supplier to do?

这一栏直接写：

I would like giffgaff to refund the outstanding £10.00 of purchased prepaid airtime credit to the China Merchants Bank Mastercard debit card saved on my giffgaff account. If this payment method cannot be used, I request that giffgaff provide an appropriate alternative refund method.

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一个关键建议

你这次不要把“giffgaff 是否有权封号”写成主要争议。你之前已经把这个切割得很好：

封号是一件事，封号以后没收已经支付、尚未消费的 £10 是另一件事。

而且你现在已经完成 PAC → CTExcel 成功转网，这让“After switching networks → claim refund”这条证据链比你最初提交 Ombudsman 时更加完整。