What to expect

We can tell providers to:

• Take practical action e.g. credit your account, cancel an account, fix a problem with your service
• Make an apology
• Offer a financial 'Time and Trouble Award'
• Make recommendations to prevent this happening again
• A combination of these actions

However, we can’t:

• Punish companies
• Dictate how providers operate
• Issue fines

In some cases, the provider may acknowledge fault and try to resolve your dispute within a few days, before we need to start our investigation. What sort of financial offer should I expect from my provider?

Our investigation time may vary based on the complexity of your dispute, but on average most are resolved in under 6 weeks. 

You can raise your dispute with us in a variety of ways but online, via our website, will provide the most efficient way of communicating to us about your dispute. You'll see responses from our Dispute Resolution Executives (DRE) and your provider as they happen, receive email notifications on decisions and settlement offers (if made by the provider). Creating a case with us.

In most instances we are able to help consumers, but occasionally we are prevented from investigating disputes...

• If the consumer hasn't given the provider 8 weeks to resolve the dispute since the date they first expressed their dissatisfaction or, hasn't received a deadlock Letter allowing them to approach us prior to 8 weeks.
• If the consumer has already agreed with the provider that the matter has been resolved and has accepted an offer of resolution
• If the consumer has asked a court to consider the issue.
• If the consumer didn’t bring their complaint to us within 12 months of receiving a deadlock letter.
• If the consumer has never been a customer of the provider, or is complaining about something not covered by the scheme.
• We consider it to be frivolous or vexatious.
• If it has been considered by another ADR scheme.
• if dealing with the complaint, or a complaint of its type, would seriously impair the operation of The Communications Ombudsman.