Ofcom's advice on your next step

Problems with your internet service -
Internet service bill and contract issues

All companies must belong to an Alternative Dispute Resolution (ADR) scheme. The ADR scheme acts as an independent middleman between the company and the customer. If the company’s in the wrong, the ADR scheme can order the company to fix the problem and, if needed, pay compensation.

You should find details of the company’s ADR scheme either on the back of your phone bill, or available from the company’s customer services staff.

Please note:

ADR schemes are meant to supplement, not replace, a formal complaints process, so you can only use your phone company’s ADR scheme if:

• You have tried to make a formal complaint to the company and had no success AND 12 weeks or more has passed since you first complained to the company OR;
• Your phone company has written to you to say they’re not going to do anything else about your complaint - a so-called “deadlock” letter.

For further details or for updates on your complaint to an ADR, you should contact the ADR directly.