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.
- How do I find details of a communication providers complaints process?
- What should I do if I’m not happy with how the ADR scheme has handled my complaint?
- At what stage can I take my complaint to the ADR scheme?
- What is Ofcom’s role in relation to consumer complaints about products and services supplied by communications providers?
- Is there an obligation on a communications provider to issue a deadlock letter?