Report a problem

There are several types of fraudulent activity you should be aware of, including smishing, phishing, and wangiri calls. Some fraudsters may even try to persuade you to return your device to a false address where they can intercept or receive it. 

Important: We’ll never contact you to arrange a return. If you need to send a device back to us, please follow the steps on our returns page so we can securely track and process it. 

We’ll send you a prepaid envelope or courier returns label with the following address: 

Ingram Micro Services Ltd.
Communications House
Vulcan Road North
Norwich
NR6 6FE

Signs to look out for include texts, emails, letters, or calls about Three products or services you haven’t purchased. Or money being taken from your bank account without your permission.  

Find out more about the different types of fraud

If you think you've been a victim of fraudulent activity, you should look to report it as soon as possible. Or if you think someone has accessed your Three account or set up a Three account in your name or at your home address without your permission, please let us know.

Here's how:
 

1. Gather all the information you have about your issue:

It’s important to have all the information about the issue to hand.

Include any mobile or account numbers you might have received texts, emails, letters or calls about. And check if any money’s been taken from your bank account, without your permission.

2. If money has been taken from your account without your permission, contact your bank immediately:

They’ll investigate and stop further unauthorised payments from being taken.

3. Change your online passwords

You should change the password for your Three account and any other online accounts such as online banking or email.

Remember to use a strong password that’s at least 12 characters long and has a combination of upper- and lowercase letters, numbers, and symbols.  

Don’t use a word that can be found in the dictionary or the name of a person, character, product, or organisation.

4. Register your issue with Action Fraud:

Report what’s happened to Action Fraud, the UK’s national fraud reporting centre. This will ensure that the correct crime-reporting procedures are being followed.

They’ll pass on all fraud cases to the National Fraud Intelligence Bureau (NFIB) and give you an NFIB reference number.

Action Fraud will then either refer your report to your local police force for investigation or use your case to build a national intelligence picture if no action can be taken.

You can contact Action Fraud on 0300 123 2040 or online at actionfraud.police.uk. Call 101 if you're in Scotland (Mon – Fri 08:00 to 20:00).

5. Register your issue with Three:

After securing your bank account and reporting the issue to Action Fraud, you should contact us.

Our customer service team will investigate the issue and find a quick resolution.

They’ll need as much information about the incident as possible, including the NFIB reference number you got from Action Fraud.

Our fraud team will do a thorough investigation. Once they’ve completed it, they’ll contact you to share their findings and any actions taken. How and when they’ll be in touch depends on the type of fraud you’ve experienced. 

If you’ve received spam/smishing texts or nuisance calls, you can report these by doing the following:

Forward the unwanted message free of charge to 7726. Please include the number of the person who sent it.

Learn more about smishing texts.

Text CALL and the number of the nuisance caller to 7726 free of charge.

If your device is lost or stolen, you should contact us straight away. If you’re insured with us, here are details on how to claim and replace your phone.