You must contact the company that you're complaining about - your 'service provider', to let it know what has 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 its complaints procedure.

You can usually complain over the phone, by email or by letter.

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 and;
• 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. 
   

Need help with writing your letter of compliant?

You can download and print of our letter of complaint template, if you are having trouble getting details of your service providers complaints procedure - call our contact centre and we may be able to help.

Standard complaint letter template

Already complained ?

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 eight 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.

Ofcom has produced a short guide on how to complain to your service provider, click here to dowload the leaflet "Ofcom - Having problems with your communications provider and want to make a complaint ?"