We resolve disputes between consumers and companies that are signed up to our scheme. Our service is free, impartial and simple to use. We base our decisions on the evidence submitted by both parties.
There are a few things you need to do before submitting a complaint to us.
We are here to give independent and impartial decisions on complaints. We get complaints resolved as quickly as possible with the most appropriate outcome based on the evidence submitted.
We assess the current situation to find a resolution based on the evidence submitted by both parties.
We review and resolve complaints about all sorts of things, such as: billing, customer service, installations/delays, switching suppliers, loss of service and sales.
We have a set of rules that govern the complaints we can and cannot accept for review. We’ll use these rules to assess your complaint to see if we can help.
We can review your complaint if your provider is signed up to our scheme and it fits within our rules. Resolutions normally include things such as: an apology, an explanation of what went wrong, a practical action to correct the problem, a financial award (subject to a limit) or recommendations to the company to avoid similar problems happening again.
Our service is free, impartial and simple to use.
Sometimes, a company will write to you to explain it can do no more to assist with your complaint. This letter will include our contact details, which means you can escalate your complaint to us.
We call this a ‘deadlock letter.’ You must escalate your complaint within 12 months of receiving the letter.