It is important that you contact your service provider first to let it know what's happened.  A good place to start is the general enquiries number that should be on your bill.  Hopefully your service provider will be able to sort out the problem at this time, but if not you should try to escalate the complaint within the company. 

To help you with this, your service provider will have a complaints handling code of practice which explains how it handles complaints about its service.  This should be available on the service provider's website or as a leaflet which you can ask for.  You should make every effort to follow this process.

Remember!

• Before you complain, make sure that you know what you are unhappy about.  Is it that your bill is wrong?  Is it that someone has been rude or unhelpful to you?  
• Stay Calm!  You are more likely to get a good result if you don't let your emotions get to you.
• 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 anything.  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 an email.
• Keep a record of what happens.  Keep notes of any calls you make or any emails or letters you send.  Also keep any correspondence you get back from your service provider. 
• Don't give up!  There are places that you can go to for help.  Look for advice from your local Citizens Advice or Consumer Direct on  08454 04 05 06.

You might get a letter from the service provider which says that it will no longer be handling your complaint and this is its final position.  We call this a 'deadlock letter' and you should let us know about it. 

If 12 weeks have passed and your service provider hasn't sorted out the problem to your satisfaction, then you should check to see if it is a member of Otelo.  If it is, let us know.