While many of us use our phone or broadband without any problems, sometimes issues will crop up and we want to make a complaint.
I‘ve got a problem, what should I do?
Firstly:
- Contact your provider’s customer services department and explain your problem.
- If that doesn’t resolve the problem, make a formal complaint. You can find details on how to do this on your bill, your provider’s website, or by asking customer services.
If you haven’t been able to resolve the complaint with your phone company, you have a right to use an alternative dispute resolution (ADR) scheme for free. ADR schemes are independent bodies that carry out an impartial assessment of complaints you have raised with your phone or broadband provider.
You can take your complaint to an ADR scheme if:
- you are a residential customer, a small business (up to 10 employees), or a not-for-profit organisation (where up to 10 individuals work, not including volunteers);
- you have already raised the complaint with your provider and it is still unresolved;
- it has been at least six weeks since you made the initial complaint or you’ve been unable to reach an agreement and you have received a deadlock letter (you can request this); and
- it has been less than 12 months since you received a deadlock letter.
How should my provider handle my complaint?
Phone and broadband companies must have a complaints code of practice which is easily accessible and sets out their complaints-handling process. It must include contact details for making a complaint, including a phone number (either free to call or charged at the same rate as a geographic number), a postal address and an email address or webform.
The complaints code of practice must also set out the steps that the provider will take to investigate your complaint, the timeframes for resolving your complaint and what you can do you remain unhappy with the outcome, including using an ADR scheme.They must take prompt and active steps to resolve your complaint and promptly tell you the outcome they have reached.
Which ADR scheme does my provider belong to?
Ofcom currently approves two ADR schemes: the Communication & Internet Services Adjudication Scheme (CISAS) and Communications Ombudsman. Ombudsman Services changed its name to Communications Ombudsman in July 2023.
Providers that belong to the CISAS ADR scheme are:
- Lyca Mobile
- NOW
- O2
- Sky
- SMARTY
- TalkTalk
- Three
- Virgin Media
- Vodafone
- VOXI
Providers that belong to the Communications Ombudsman ADR scheme are:
- BT
- EE
- GiffGaff
- iD Mobile
- Lebara
- Plusnet
- Tesco Mobile
- Utility Warehouse
If your phone or broadband company is not listed, you can check with the ADR schemes to find out which scheme they belong to.
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