Report a problem

More and more attempts are being made to defraud consumers.

If you think you have been a victim of fraudulent activity, you should look to report it as soon as possible.

If you think someone has accessed your Three account, or a Three account has been set up in your name or at your home address, without your permission, please let us know.

Common signs of fraudulent activity include receiving any texts, emails, letters, or calls saying you've bought Three products or services when you haven't, or when money has been taken from your bank account for something you haven't bought.

Here’s everything you need to know about how to report Fraudulent activity …

Step 1 – Bring together all the information you have about your issue:

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

Include any mobile or account numbers you might have received texts, emails, letters or calls about. Double check the details you have noted down are correct.

Look to understand if any money has been taken from your bank account, which you have not authorised.

Step 2 – If money has been taken from your account without your permission, you should first contact your bank directly:

Your bank will investigate your issue and stop further unauthorised payments from being taken.

Step 3 – Register your issue with Action Fraud:

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

Action Fraud will pass on all fraud cases to the National Fraud Intelligence Bureau (NFIB) and you will receive a NFIB reference number.

Action Fraud will either refer your report to your local police force for investigation or if no action can be taken at the time, the information regarding your case will be used to build a national intelligence picture.

You can make a report to Action Fraud by calling 0300 123 2040 or online at actionfraud.police.uk. Call 101 if you're in Scotland (Mon – Fri 8am to 8pm).

Step 4 – Register your issue with Three:

After ensuring your bank account is secure and raising your issue with Action Fraud, you should now contact Three. Our Customer Service team will be able to investigate your issue and look to find a quick resolution.

We will need as much information about the incident as possible, including the National Fraud Intelligence Bureau (NFIB) reference number you received from Action Fraud.

Our dedicated Fraud Team will then investigate your issue. How and when you will be contacted about your issue will depend on the type of Fraud you have been impacted by. 

Once your issue has been investigated fully, the Fraud team will share their findings and any actions taken in relation to your issue, via a confirmation letter.

Final Step – Change your Passwords

Once you have completed the steps outlined above, it is recommended that you change your digital passwords.

Changing your passwords will lower the risk of being impacted by fraud again in the future.  

It is recommended that you not only for your Three accounts, but also for your email accounts, online banking, etc.

Top Tip: A strong password is one that is at least 12 characters long and has a combination of uppercase, lowercase, numbers, and symbols. It should not be a word that can be found in the dictionary, the name of a person, character, product, or organisation.

If you want to find out more about different types of fraud and how best to protect yourself against fraud, please click here.

Fraudsters may try to persuade you to return your handset to a false address, so that they can either intercept or receive your device.

For example, a device may be ordered on your account, then the fraudster may contact you and advise you to return the handset to an incorrect address.

When returning a device to us, please ensure you follow the steps on our Returns page, so that we can safely track and process your device.

Three will never contact you to arrange a return. We will send you a prepaid envelope or a courier returns label with the following address:

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

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 you the message.

Text CALL and the number of the nuisance caller to 7726 free of charge. For info and details on protecting yourself, learn more about smishing texts.

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.