Subway is a multinational restaurant franchise that serves many customers in the United Kingdom and undoubtedly deals with a considerable number of complaints.

It has implemented a resolution system to help it deal with complaints effectively. If you would like to know how the system works, please read on!

How is Subway handling customer complaints in the UK in 2024?

Subway UK customers can lodge their complaints online or offline, and through overseas channels, such as consumer protection agencies, advocacy and review groups, and the law. Common complaints against Subway UK include lousy food, slow service, unwarranted charging, and terrible customer service in 2024.

Keep reading if you want to find out more about how to file a complaint with Subway UK, how it handles complaints and much more!

How do I file my complaint against Subway UK?

If an incident occurs in a restaurant, you can get a faster resolution by reporting it to customer service first.

The employee serving you can take care of most minor issues, like placing your order correctly or expediting your service.

However, you have the right to escalate your complaint to a supervisor or ask customer service representatives or restaurant management.

Subway customers can also call customer service, either at their local restaurant or at the corporate level.

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The call may take some time, waiting and navigating for live support, so you should have all the necessary details on hand before calling.

You can also connect by emailing the Contact Us page and accessing customer support through the Subway UK social media pages.

If you are filing legal documents at any point, you will need Subway UK’s physical head office address.

Who are the customer service contacts for Subway UK?

Subway Uk customer support contacts include the following.

Where can I complain about Subway UK?

Where can I complain about Subway UK?

Here are alternatives where you can submit your complaints against Subway UK:

Consumer protection agencies

The Food Standards Agency is responsible for regulating the food industry in the UK, and it does this through local agencies.

Therefore, all concerns relating to food quality, hygiene and labeling should be reported to local authorities who investigate and then take appropriate action.

Here are the localized agencies that handle consumer complaints:

Contact Citizens Advice.

Telephone: 0808 223 1133.

Welsh language: 0808 223 1144.

Monday to Friday, 9 a.m. to 5 p.m.

Contact Advice Direct Scotland.

Telephone: 0808 164 6000.

Working hours: Monday to Friday, 9 a.m. to 5 p.m.

Contact the Consumer line.

Telephone: 0300 123 6262

Hours of Operation: Monday to Thursday, 9 a.m. to 5 p.m., Friday, 9 a.m. to 4 p.m.

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You should find the appropriate ombudsman to investigate and help resolve your complaint.

Small Claims Court

Most claims arising from your dealings with Subway UK will fall under “small claims”.

These claims can be filed in county courts, in a process designed to be simpler and less costly than a traditional trial.

However, make sure you have a strong case before beginning this process, as frivolous lawsuits are not viewed too kindly.

The procedure differs in different parts of the UK, but stick to this general format:

  • You must first write a ‘letter before action’ to the defendant, Subway UK.
  • The letter should be titled « Letter Before Action, » clearly defining the plaintiff and defendant, describing the cause of action, and the response you expect.
  • The defendant will respond within 14 days, stating its position and whether it intends to counterclaim.
  • If you are not satisfied with the response, complete, download and print the “N1 Complaint Form” and return it by mail.
  • Alternatively, you can apply online if you know the exact amount you are requesting and have a UK address.
  • The court will send a copy to the defendant, and he must respond within 14 days. If not, you can ask the court to enter a default judgment.
  • Alternatively, if the defendant does not agree with your request, the court may suggest small claims mediation.
  • If you do not agree, the matter goes to a hearing.
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Review Sites

Customers who complain on review sites may hope for some sort of response, especially if there is a possibility of negative publicity.

Some review sites also offer to present customer complaints and follow up until resolution.

What are common complaints made against Subway UK?

Here are common complaints filed against Subway UK:

  • Sometimes restaurants are understaffed, leading to long wait times.
  • Customer service is sometimes inaccessible and unresponsive.
  • Staff tend to get customer orders wrong.
  • Subway UK staff have been accused of discriminatory behavior.
  • Food is sometimes poorly prepared and unsanitary.
  • There are issues with payment methods and billing.

To learn more, you can also read our articles on Subway complaints, why Subway is called Subway and Subway Australia complaints.


Subway UK customers have several ways to contact the company to lodge their complaints through its complaints resolution mechanism.

Additionally, they can also air their grievances through consumer protection organizations, advocacy and review sites, and small claims courts.

Visit Les Gourmandises for more information.

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