Ofcom's advice on your next step

The Internet -
Customer service and Quality service

If you have a complaint about your service, whether about billing, customer service, faults and repairs or mis-selling you should first contact your service provider. Full details of the process are available in the company’s code of practice on complaints handling.

Ask your provider for a copy if you do not have one. If your problem is not resolved you can submit your complaint to an Independent Alternative Dispute Resolution Scheme (ADR).

FAQ on Alternative Dispute Resolution Schemes

Ask your provider for a "deadlock" letter so that you can refer your dispute to the relevant scheme. Or, if more than three months have passed since you first made your complaint you can contact the ADR directly.

There are two ADR schemes that have been approved by Ofcom: CISAS http://www.arbitrators.org/cisas/index.asp and OTELO: www.otelo.org.uk. Your provider will tell you which scheme it is a member of or you can check the list of companies which are members on the ADR websites

Ofcom does not investigate individual consumer complaints. However, we monitor all consumer issues and may investigate a company if monitoring data reveals a particular problem. You can help us by filling in our consumer monitoring survey form.

http://www.ofcom.org.uk/complain/internet/issues/comp_ignored/

For more information on how to complain, please visit the Complaints section of this website.

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