Services and Billing

Should my communications provider have a formal complaints process?

Ofcom requires that all communications providers have a Complaints Code of Practice that sets out their complaints process. This has to be approved by Ofcom.

The Code of Practice provides consistency in standards and gives Ofcom powers to take enforcement action against those providers who do not treat complainants fairly.

The Code requires providers to ensure the fair and timely resolution of complaints, and have procedures that are transparent and accessible so that consumers can easily find out how to make a complaint.

Code of Practice for Complaints Handling