Call  us if you think you have a complaint we can handle. 

Check-list for contacting Otelo:

• Is the company you're complaining about (your service provider) a member of Otelo?
• Have you complained to your service provider and made every effort to complete its complaints procedure?
• Have you received a letter from the company to say that it will no longer be handling your complaint, or..
• Have eight weeks passed since you first made the complaint to the service provider ?

If you can answer yes to these questions then it is likely that we can consider your complaint. 

If you want to speak or write to us, our details are available on the Contact Us page. There is also an online enquiry form that you can use to tell us about your complaint.

Call us and  you can  speak to one of our enquiry offices at  our contact centre, who will be able to tell you if we can help.  If your complaint is something we can consider, the enquiry officer will make sure that we fully understand your problem and fill in a complaint form for you. 

The complaint form will be posted or emailed out for you to check, sign and return to us.  When you are checking the form, make sure that we have accurately summarised your complaint. 

When you return the form to us, make sure it is signed in the appropriate place, your signature on the form gives authority to your service provider to send us all the information it holds relating to your complaint. Send with it copies of all the information you have about your complaint, we will be unable to return any original documents you send to us.

When we receive your signed complaint form and we have checked that everything is still okay, we will decide on the best way to handle your complaint. 

Depending on how complicated your complaint is our process could  take up to eight  weeks from the date we receive your form, for us to send you our suggested resolution to your complaint.

Remember our service is  free-of-charge to use and we are entirely independent, and our service is approved by the regulator  - Ofcom.