How to Gather Evidence for Your Broadband or Phone Dispute

Gathering evidence for ADR communication provider disputes

When dealing with a dispute with your broadband or phone provider, gathering the right evidence is an important part of reaching a fair resolution through Alternative Dispute Resolution (ADR) schemes like Communications Ombudsman.

Whether you’re dealing with slow internet speeds, service outages, unexpected charges or poor customer service, clear and relevant evidence can help show what has happened and the steps you’ve already taken to resolve the issue.

Providing this information gives our Dispute Resolution Executives a clearer picture of the circumstances and helps them consider the evidence provided by both you and your provider.

Understanding the ADR process

Communications Ombudsman is approved by Ofcom to independently and impartially handle disputes between consumers and selected communications providers. Our service is free for consumers and offers an alternative way to resolve disputes without needing to go to court.

Our role is to review the case and consider the evidence provided by both you and the provider before reaching a decision.

If we uphold your complaint, we can require the provider to take action, which could include providing an apology, making a financial award or taking steps to put things right.

Because our decisions are based on the evidence available, providing clear and well-organised information can help us understand what has happened and reach a fair decision. 

When to start gathering evidence

You should start gathering evidence as soon as a problem with your broadband or phone service begins. You don’t need to wait until the issue escalates or you’re ready to make a formal complaint.

Keep a note of when issues occur, how often they happen and how long they last.

You should also keep a record of any attempts you make to resolve the issue directly with your provider, including when you contacted them and what response you received.

Keeping this information from the start may also help you resolve the complaint with your provider before it needs to come to an ADR service. 

Types of evidence to collect

Communications Ombudsman considers whether a communications provider has dealt fairly with both the consumer’s initial issue and the complaint that followed, based on the circumstances of the case.

The evidence that will be useful depends on the type of dispute, but examples can include:

• A timeline of events – including dates of outages, when you reported issues to your provider, calls or emails you made, who you spoke to and any resolutions that were promised.
• Communication records – such as call logs, emails, letters or screenshots of live chat, app or social media conversations.
• Contract information – particularly information detailing guaranteed minimum speeds or service levels if these are relevant to your complaint.
• Service logs or speed tests – if your dispute relates to poor connection or broadband speed, these can help demonstrate the issue.
• Bills or invoices – particularly if you’re disputing charges or services you didn’t agree to.
• Screenshots or photos – such as screenshots of error messages or photographs showing router lights or diagnostic information. 

Presenting evidence to Communications Ombudsman

When a case is created with Communications Ombudsman, both you and the provider have 14 days to provide evidence to support the case.

The easiest way to submit evidence is by logging into your online account and selecting the Evidence tab, where you can upload any files you would like us to consider.

If you’re having difficulty uploading evidence through your online account, you can also send it by email to your Dispute Resolution Executive or to our enquiries email address. Please include your case reference number in the subject line so we can make sure it is added to the correct case. 

We’re able to accept the following file types:

Do you have a dispute with your provider? If it has gone unresolved for 6 weeks, or your provider has given you a deadlock letter, we may be able to help. Search for your provider’s name on our website to get started.