Compensation
If you believe you’ve been poorly treated by your phone company, you may feel you deserve some compensation.
The first step is to raise your problem with them and see if you can reach an agreement.
If you can’t, you should then follow their complaints procedure. You should be able to find the details on their website or by calling their Customer Services.
If you exhaust this process and remain unhappy, or if your complaint has been ongoing for more than 8 weeks, you may be able to approach an Alternative Dispute Resolution (ADR) scheme.
At the moment Ofcom has approved two ADR schemes – CISAS and Ombudsman Services: Communications.
Your phone company will tell you which scheme it is a member of, or you can use our ADR checker.
This process is only available for residential and small business customers (with 10 or less employees); if you are a larger business you will need to consider alternative options such as legal advice.
Watch our video guide to telecoms complaints
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