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					                                                                           Of (Nov )
                                   t would be great if everything in life ran smoothly, but unfortunately that sometimes isn’t the case.
                                                                            Having problems with your communications
                                    If you are having problems with your landline, mobile or internet service provider, this guide sets
                                                                            provider and want to make a complaint?
                                  out what you need to do if you want to complain.


Tell us if issue with your service provider
Raise theyour service provider is not a                                                     When to take your dispute to ADR
member of an ADR
In the first instance you should contact your service provider’s                            If you have gone through the service provider’s complaints
Service providers department important consumer protection
customer services are breaking and explain the problem you are                              procedure and your concerns still aren’t resolved, the next thing
experiencing. If you are unable toADR scheme. So if your provider
rules if they don’t belong to an speak to the service provider’s                            to try is the service provider’s ADR scheme. You do not pay any
doesn’t belong to an ADR phone, we may to know, contact them via
customer services team byscheme,you needbe able toso we can                                 costs for using an ADR service. The only costs you might have to pay
investigate further. Contact us on by fax. It is in a
their website, by email, by letter or  . provider’s own                          are photocopying or postage costs. ADR schemes are meant to
interests to treat its customers fairly and well, and in most cases they                    supplement, not replace, a service provider’s own complaints
will resolve the issue satisfactorily.                                                      procedure, so you can only use its ADR scheme if:
Useful contact details                                                                         You have tried to make a complaint to the provider and had no
Ombudsman Services: Communications:                                                 success AND  weeks or more has passed since you first
Make a complaint                                                                               complained to the company OR;
Cisas:   
If your service provider refuses to resolve your concerns - or says                            Your provider has written to you to say they’re not going to do
Ofcom Advisory Team:   
there is nothing it can do - then raise a complaint with them.                                 anything else about your complaint – known as a “deadlock” letter.
Advise your service provider that your complaint should be reviewed in                      For updates on your complaint to an ADR scheme, you should contact
accordance with their own complaints procedure which is contained                           the ADR scheme directly.
within their Complaints Code of Practice. This can normally be found
on the provider’s website. If you are unable to find this information,
the service provider’s customer service staff should advise you of the                      Find out which ADR your service provider
process to follow to make a complaint.
                                                                                            is a member of
                                                                                            You should find details of your service provider’s ADR scheme in
Alternative Dispute Resolution                                                              their Code of Practice or from their customer services staff.
                                                                                            Ofcom approves two ADR schemes:
Alternative Dispute Resolution (ADR) schemes act as an
                                                                                            Ombudsman Services: Communications
independent middleman between the service provider and the
                                                                                            (http://www.ombudsman-services.org/communications.html,
customer. If the ADR scheme agrees with your complaint, it can order
                          Ofcom Advisory Team
the service provider to fix the problem and could potentially make a
                              Phone:      + ()                                 and
                              Facsimile: + ()  
financial award. It is a requirement that all service providers are                         CISAS (http://www.cisas.org.uk/).
                              Textphone: + ()  
members of an ADR scheme.     Welsh Line: + ()  

                            www.ofcom.org.uk
                                                                           Of (Nov )
                                   t would be great if everything in life ran smoothly, but unfortunately that sometimes isn’t the case.
                                                                            Having problems with your communications
                                    If you are having problems with your landline, mobile or internet service provider, this guide sets
                                                                            provider and want to make a complaint?
                                  out what you need to do if you want to complain.


Tell us if issue with your service provider
Raise theyour service provider is not a                                                     When to take your dispute to ADR
member of an ADR
In the first instance you should contact your service provider’s                            If you have gone through the service provider’s complaints
Service providers department important consumer protection
customer services are breaking and explain the problem you are                              procedure and your concerns still aren’t resolved, the next thing
experiencing. If you are unable toADR scheme. So if your provider
rules if they don’t belong to an speak to the service provider’s                            to try is the service provider’s ADR scheme. You do not pay any
doesn’t belong to an ADR phone, we may to know, contact them via
customer services team byscheme,you needbe able toso we can                                 costs for using an ADR service. The only costs you might have to pay
investigate further. Contact us on by fax. It is in a
their website, by email, by letter or  . provider’s own                          are photocopying or postage costs. ADR schemes are meant to
interests to treat its customers fairly and well, and in most cases they                    supplement, not replace, a service provider’s own complaints
will resolve the issue satisfactorily.                                                      procedure, so you can only use its ADR scheme if:
Useful contact details                                                                         You have tried to make a complaint to the provider and had no
Ombudsman Services: Communications:                                                 success AND  weeks or more has passed since you first
Make a complaint                                                                               complained to the company OR;
Cisas:   
If your service provider refuses to resolve your concerns - or says                            Your provider has written to you to say they’re not going to do
Ofcom Advisory Team:   
there is nothing it can do - then raise a complaint with them.                                 anything else about your complaint – known as a “deadlock” letter.
Advise your service provider that your complaint should be reviewed in                      For updates on your complaint to an ADR scheme, you should contact
accordance with their own complaints procedure which is contained                           the ADR scheme directly.
within their Complaints Code of Practice. This can normally be found
on the provider’s website. If you are unable to find this information,
the service provider’s customer service staff should advise you of the                      Find out which ADR your service provider
process to follow to make a complaint.
                                                                                            is a member of
                                                                                            You should find details of your service provider’s ADR scheme in
Alternative Dispute Resolution                                                              their Code of Practice or from their customer services staff.
                                                                                            Ofcom approves two ADR schemes:
Alternative Dispute Resolution (ADR) schemes act as an
                                                                                            Ombudsman Services: Communications
independent middleman between the service provider and the
                                                                                            (http://www.ombudsman-services.org/communications.html,
customer. If the ADR scheme agrees with your complaint, it can order
                          Ofcom Advisory Team
the service provider to fix the problem and could potentially make a
                              Phone:      + ()                                 and
                              Facsimile: + ()  
financial award. It is a requirement that all service providers are                         CISAS (http://www.cisas.org.uk/).
                              Textphone: + ()  
members of an ADR scheme.     Welsh Line: + ()  

                            www.ofcom.org.uk

				
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