Our process
When things go wrong with your communications provider we work fairly and impartially to resolve the dispute, aiming to put you back in the position you were in before it occurred.
Raise the issue with your provider
Before you contact us you should notify your provider and work with them to try and resolve your issue. Your provider has up to 8 weeks to resolve the issue, unless they send you a deadlock letter allowing you to come to us sooner.
We recommend you write down the time and date of your calls, the names of the people you speak to and the details of what was said.
Raising your dispute with us
If 8 weeks have passed, or you have received a deadlock letter, and you are still unable to resolve the issue with the provider, then you can register your dispute with us - for free - via the website, post, email or telephone.
Sending your information
After raising your dispute, you’ll have up to 14 days to get all your supporting information (also known as evidence) to us. We’ll offer your provider the chance to also provide information.
In some cases, your supplier may acknowledge fault and try to resolve your dispute before we need to start our investigation. If you are offered a resolution at this stage you are welcome to accept, skipping to stage 6 in this process.
Reviewing your dispute
We’ll review your dispute based on the information submitted by both parties before making a fair and impartial decision. We look at the supporting information, the law, any relevant regulation and what is accepted as good industry practice.
In more complex cases, our review can take longer than the average 6 weeks. You can speed up the process by making sure you give us all the information and details as soon as possible.
Reaching a decision
When you receive our decision, both you and the provider will have the opportunity to review it. If you decline our decision, you are free to pursue the dispute with your provider in court.
It's important to understand the possible outcomes from your dispute. Our focus is resolving disputes and not punishing providers.
Delivering the remedy
When you accept a decision your provider is obliged to implement the proposed remedy within 28 days. If it remains outstanding after 28 days, we will contact the provider to understand why and will keep you informed until it has been completed.
Once you accept our decision and the remedy is finalised, your supplier is legally bound to implement the outcome.
Frequently Asked Questions
Do I have to accept your decision?
expand_moreWe understand that there may be times when consumers do not agree with a decision we have made or remedy we have proposed. If this is the case, consumers are free to reject our decision and pursue their complaint via any other route open to them.
There are a small number of circumstances in which we would accept a request for a review of our decision, this includes if a consumer thinks there is a factual error that makes a material difference to the decision reached, or there is new evidence available (that wasn’t previously available) that makes a material difference to the decision reached.
For a full guide to our request for a review process, please click here.
Why do I have to wait 8 weeks?
expand_moreYour provider has 8 weeks to resolve your dispute. This is to give them enough time to assess the situation and the evidence to find an appropriate resolution.
What is a deadlock letter?
expand_moreIf your provider can’t do anything else to resolve with your dispute, you may receive a letter or email from them stating this. This is called a ‘deadlock letter’. The letter will tell you that you can now contact the Communications Ombudsman and will include our contact details. You must escalate your dispute within 12 months of receiving the letter.
What evidence will I need to provide?
expand_moreAny evidence of the contact you’ve had with the provider, such as copies of emails or letters, details of phone calls you’ve had with dates, times and names of people you’ve spoken to.
You also need to provide any evidence you may have that shows the issues you've been experiencing. This may include documentation such as bills, bank statements, etc.
Should I still pay my bill if I'm complaining about my provider?
expand_moreWe would not recommend cancelling any direct debits or refusing to pay bills whilst the dispute is under investigation. This is to avoid any further issues developing. For example, default on your credit file.
What sort of financial offer should I expect from my provider?
expand_moreAs well as telling your provider to put things right for you we might ask them to make a financial award. A typical financial award ranges between £50-100. Find out more on What to expect.
How do you make sure providers carry out your decision?
expand_moreProviders have 28 days to implement the legally binding decision we have communicated. After this time you are free to pursue the resolution legally outside of our service in court.
Ready to raise your dispute with us?