Services and Billing
How do I dispute a bill?
First, check with everyone else in the house to make sure that the charges do not relate to services they have used.
If the charges are still not recognised, you should contact your service provider.
It may be helpful to send them a copy of your bill, highlighting the relevant charges and the reasons why they are being disputed.
How to make a complaint
If your provider doesn’t agree, you should follow their formal complaints procedure. Details of this should be available through their website or customer services.
If you exhaust this process and remain unhappy, or if your complaint has been ongoing for more than 8 weeks, you can submit your complaint to an independent Alternative Dispute Resolution (ADR) scheme.
Your phone company will tell you which scheme it is a member of, or you can use our ADR checker.
If you have had problems of this nature, please let us know.
You can do this by completing this short monitoring form – Disputed items on bill
Although Ofcom does not investigate individual complaints, your help in highlighting problems plays a vital part in our work and we may investigate a company if monitoring data reveals a particular problem.
- I don’t have access to the internet so I can’t view my itemised bill online. Why should I have to pay to receive a paper one?
- What is Ofcom’s role in relation to disputed bills?
- What if I’m not happy with the decision made by the ADR scheme?
- What should I do if I’m not happy with how the ADR scheme has handled my complaint?
- What can I do about bad customer service?