If you have a problem sorting out a complaint with a public communications provider (PCP) and that company is one of our members, otelo may be able to help.

A PCP is any company which provides an electronic communications network or service to members of the public or small businesses. This may be for example, a telecommunications company or an Internet Service Provider (ISP).

Our job at Otelo is to investigate complaints fairly. We listen to both sides of the story and look at the facts. The service is free and independent.

We can deal with complaints about:

• The way in which your mobile and fixed phones, faxes and internet service are provided to you.
• Certain services like Short Messaging Services (SMS or texting), voice mail and call forwarding
• Services and products for people with disabilities, like text relay (an operator service that translates voice to text and text to voice) and free directory enquiries.
• If your complaint is justified, the Ombudsman will consider whether the member company must take any action to put things right for you.

The Telecommunications Ombudsman is the person who decides what action should be taken when you and the PCP can't agree. Our member companies have undertaken to honour the Ombudsman's decision.

There are some issues which Otelo cannot look into. These are set out in our terms of reference, available in the downloads section of this site.

Our 'Service Standards' document describes what to expect from Otelo.  This also describes what to do if you are unhappy with the service you have reiceved from us.  This is available on our corporate site www.tosl.org.uk.