A guide to telecoms complaints
Ofcom has published a video guide on how to complain if you have a problem with your communications provider.
The guide will help you through the complaints process and tell what you need to do each step of the way.
It also explains more about Alternative Dispute Resolution (ADR) schemes.
There are currently two ADR schemes – Ombudsman Services: Communications and CISAS – and they act as an independent middleman between the service provider and the customer when things go wrong.
ADR schemes
If the ADR scheme agrees with the consumer’s complaint it can order the communications provider to fix the problem and, if needed, pay compensation.
All communication providers must belong to one of these ADR schemes and you can use the Ofcom ADR checker to see which provider belongs to which scheme.
Watch the video above for more advice on how to complain, who to complain to and what you need to do before taking your problem to an ADR scheme.
Alternatively, we also have a printed guide which sets out the complaints process.
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