Under Ofcom’s regulations, phone companies must be a member of a recognised Alternative Dispute Resolution Scheme.

The schemes provide an impartial alternative if you and your phone company can’t agree about a complaint.

It is free, and is open to residential customers as well as small businesses with up to 10 employees.

Examples of complaints the schemes consider include:

• Disputed charges appearing on a bill
• Refund claims
• The handling of a complaint.

How it works

If you haven’t reached an agreement with your provider after eight weeks – or earlier, if they agree you’re at a stalemate – you can then ask an ADR scheme to consider the case. The complaint must also be less than 9 months old.

If the ADR scheme comes to an adjudication, the phone company must abide by the decision.

This could include requiring the provider to make a formal apology, to make a payment to you, or to take other practical steps.

However, if you remain unhappy with the outcome, you are still free to seek legal advice.

There are two approved ADR schemes: Ombudsman Services: Communications and CISAS.

Your phone company will tell you which scheme it is a member of, or you can use our ADR checker.

Watch our video guide to telecoms complaints

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