Ofcom's advice on your next step

Problems with your internet service -
Internet service bill and contract issues

All companies must belong to an Alternative Dispute Resolution (ADR) scheme. The ADR scheme acts as an independent middleman between the company and the customer. If the company’s in the wrong, the ADR scheme can order the company to fix the problem and, if needed, pay compensation.

You should find details of the company’s ADR scheme either on the back of your phone bill, or available from the company’s customer services staff.

Please note:

ADR schemes are meant to supplement, not replace, a formal complaints process, so you can only use your phone company’s ADR scheme if:

• You have tried to make a formal complaint to the company and had no success AND 12 weeks or more has passed since you first complained to the company OR;
• Your phone company has written to you to say they’re not going to do anything else about your complaint - a so-called “deadlock” letter.

Ofcom conducts regular reviews of the ADR schemes to monitor their effectiveness. If you have a complaint about the way the ADR scheme dealt with your complaint then you should make a formal complaint to the ADR using its own internal complaints procedure. We recommend you follow this process before complaining to Ofcom.

If you are still not satisfied with the outcome, it is likely that the problems you are experiencing are complex. In cases such as these it is usually best to talk through what has happened with one of our specialist advisers. This will enable us to get as many details from you as possible and give you specific guidance on what you should do next.

Please can you call us on Monday-Friday between 09:00 and 17:00. Our phone number is 020 7981 3040 or 0300 123 3333. If you are deaf or speech-impaired, our textphone number is 020 7981 3043 or 0300 123 2024. Please note that these numbers only work with special equipment used by people who are deaf or hard of hearing. Our fax number is 020 7981 3334. Welsh speakers can call 020 7981 3042 or 0300 123 2023.