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 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.
  

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.

Often, when we decide that a consumer has been treated unfairly, we’ll require the provider to take action to fix whatever problems have been caused. It might be that the consumer has been charged incorrectly and the provider has to correct mistake. It might be that we require the provider to refund an amount they owe to the consumer. Or it might be that the provider has to cancel a contract without penalty.

As well as fixing any problems that have occurred, in some cases we might decide that the provider should make a financial award to recognise the disruption that they have caused to the consumer’s life. This is called a Time & Trouble award. A typical financial award ranges between £50-100.

Reasons why these might be awarded

Some consumers will have been impacted in practical way. For example:

• They might have to spend time trying to sort things out or having to make lots of phone calls to providers.
• They might experience a delay in receiving a refund or having their account closed.
• They might’ve lost the use of the service for a while
• They might have had to put a mortgage application on hold if a credit file has been incorrectly marked.
  
  

Other people might have been impacted in an emotional way – they might’ve been made frustrated, angry, worried or upset because of the provider’s actions. In the most extreme cases, the provider’s actions may’ve caused the consumer to be concerned about the welfare of themselves or their family.