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 supplier 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. What evidence will I need to provide?
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 and in some cases, they may acknowledge fault and try to resolve your dispute before we need to start our investigation. What sort of financial offer should I expect from my provider?
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. Should I still pay my bill if I'm complaining about my provider?
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. Do I have to accept your decision?
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. How do you make sure providers carry out your decision?
Ready to raise your dispute with us?