Bringing your complaint to Otelo.

It will not cost you anything to use Otelo's service and we are entirely independent. If you think your complaint is one Otelo can look at please email us now. Go to the contact section of our website.

Try and give us as much information as you can. The kind of things we need to know are:

• the name of the company you are complaining about
• when the problem started
• when you told your company about the problem
• what the problem is

If you want to call us on 0330  440  1614 or 01925 430049 you can speak to one of our advisors, they will help you and explain how to try and sort out your complaint. The phone line is open Monday to Friday between 9 am and 5 pm.

If the advisor thinks it is time for Otelo to become involved in your complaint they 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 to you for you to check, sign and return to us.

We will send additional information showing you what will happen whilst we investigate your complaint along with our booklet Two sides to every story. It can be downloaded from our homepage and this will explain what we can and can't help with in greater detail. 

Complaining to your Service Provider

Before you complain, Think about what you are unhappy about.  Is it that your phone is faulty?  Is it that your bill is wrong?  Is it that someone has been rude or unhelpful to you?  Try to remain calm, you are more likely to get a good result if you don't let your emotions get to you.

You can usually get information about how to raise a complaint with your company on the back of bills or on your service provider's website. Your company may call its complaints procedure a "Code of Practice". You could try typing this into the search box of their website if you can't find it.
  
Be clear and concise.  If you are ringing about your complaint, make a note about what you want to talk about before you make the call, so you don't forget something.  Also, have an idea of what the company could do to make things right for you.  If you don't feel confident enough to speak to someone, try writing a letter or sending an email.
 
Keep a record of what happens. Ask for the advisors name or team number. Take time to write down anything they say they can do for you. Keep copies of any letters or emails they send to you, or that you send to the company.

Don't give up! If you don't want to call Otelo for help, you could call:

Connextions on 080 800 13 2 19 or Consumer Direct on 08454 04 05 06.