Delayed Provision

If you order a service – such as a new phone line – it’s obviously frustrating if it doesn’t go live on the date it should.

Although there are no regulations which cover providing a service, Ofcom wants customers to be fully informed about what they can expect.

We therefore require providers to be very clear in their contracts about what they will provide, and when they will provide it.

Unfortunately, there is nothing Ofcom can do to speed things up.

How to make a complaint

If your provider doesn’t deliver what they promised, follow their formal complaints procedure.

Details should be available through their website or customer services.

If your problem is not resolved you can submit your complaint to an independent Alternative Dispute Resolution (ADR) scheme.

Ask your provider for a ‘deadlock’ letter so that you can refer your dispute to the relevant scheme.

Or, if more than eight weeks have passed since you first made your complaint you can contact the ADR directly.

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.

Watch our video guide to telecoms complaints

Remember that the communication sector is highly competitive. So if one company can’t meet your needs, there are always others waiting to take their place.

Related issues:

Delayed repair

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