Installation and delays complaints: We can help.

Are you experiencing issues or delays with the installation of a service provided by an energy or communications provider? If you and your provider can’t find a suitable resolution for you, we can help you get the issue resolved.

Installation and delays complaints in the energy sector.

If you have an unresolved installation and delays complaint about your gas or electricity supplier, we may be able to help. We are approved by the energy regulator Ofgem to independently handle disputes between companies and their consumers.

Installation and delays complaints in the communications sector.

Have an unresolved installation and delays complaint about your mobile phone, broadband or tv provider? We may be able to help. We are approved by Ofcom to independently handle disputes between consumers and communications providers who are signed up to our scheme.

The most common types of installation and delays complaints are about:

  1. Installation.
  2. Fault.
  3. Repair.

Do you have a faulty handset?

Mobile providers are required to offer alternative dispute resolution for complaints that concern how a customer accesses and uses their network. This includes complaints about billing, network coverage and sales. Handsets are often included alongside contracts and the price is included in the overall monthly cost. However, mobile providers are not required to offer alternative dispute resolution for complaints that solely concern a mobile handset.

Most mobile providers allow us to consider these complaints, but a small number have decided not to do so. If you are unsure if your communications provider offers alternative dispute resolution for handset complaints, you can contact our enquiry team for advice.

If your handset develops a fault, we recommend that you report it to your provider as soon as possible. Your communications provider will likely ask you to perform some basic tests, and may ask you to send the handset to it for repair. If it is necessary to send your handset away, some companies will provide customers with a loan handset. However, loan handsets are subject to availability and there is usually no requirement to provide one.