What to do if you have a problem with your phone provider
While many of us use our landline and mobile phones without any problems, sometimes issues will crop up which will force us to make a complaint.
In some cases, where a complaint cannot be resolved with a provider, you have a right to use an Alternative Dispute Resolution (ADR) scheme.
The following explains more about ADR schemes, what they do and when you should contact them.
Initially you need to contact your service provider’s customer services department and explain your problem.
If that doesn’t resolve the issue, then you can make a formal complaint to the company.
You should find details of how to do this on the back of your bill and on their website.
If you can’t find these details, the company’s customer service staff should tell you how to make a formal complaint.
It will look at your arguments, and your provider’s, and come to a decision it thinks is fair. If the ADR scheme agrees with your complaint it can order the service provider to fix the problem and, if needed, pay compensation.
There are two ADR schemes – Communications and Internet Services Adjudication Scheme (CISAS) and Ombudsman Services: Communications- and all service providers must belong to one of these schemes.
You can use the Ofcom ADR checker to see which provider belongs to which scheme. It is a long list so the easiest way to find your provider is to press the Ctrl and F keys at the same time and then type your provider's name into the search box.