If you write to us, we will

• acknowledge your letter within one working day of receiving it;
• send you a full reply within four working days;
• deal with your complaint or enquiry as fully as possible, or, if appropriate, refer your complaint or enquiry to our contacts at your telephone company.

If you phone us, we will

• aim to answer your call within 30 seconds;
• if there is a queue, we will advise you of your position in the queue;
• give you our name, and an Oftel reference number.

When you can phone us

• You can phone us between 09.00 to 17.00 Monday to Friday.

If you email us, we will

• aim to answer your initial email within 2 working days:
  

If we cannot answer your complaint or enquiry ourselves, we will

• try to give you the name and phone number of someone who can help you.

Comments on Oftel
If you wish to comment on or you are unhappy with any aspect of our service, let the person you have been dealing with know, quoting your case reference number.

22/06/01