Complaints about telephone company or other communications providers services in the UK are regulated by Ofcom (used to be Oftel). Ofcom subcontract the complaint handling process to Alternative Dispute Resolution services Otelo and Cisas. Every communications provider in the UK has to subscribe to one or other of those services either directly or by virtue of their membership of a trade association.
The Alternative Dispute Resolution service is free for individuals and small businesses but it is not fast or particularly easy. You have to make every effort to resolve the situation with the company directly before you can start the formal process.
Because it takes so long and because you may find it difficult to transfer your telephone service while there is an outstanding bill,; if you are in imminent danger of being cut-off over a billing dispute and you cannot afford to be without your phone or Internet service then we advise you to pay the bill but state in writing that you continue to dispute the bill and will be using the Ofcom complaints procedure to reclaim the disputed amount plus compensation.
However, before it gets to that stage, and to try to get quicker action whatever the issue, you should consider the following course of action:
Phone your communications provider’s customer services – make a note of the time and how long it takes them to answer, ask who you are speaking to and write down their name.
Tell them calmly and in detail what the problem is and what you have done about it so far (make some notes first to refer to).
Be reasonable, if the person you are speaking to can’t immediately action your request or complaint ask them who will and when you can expect a response. Make notes – ask them to spell names, don’t be rushed. If they can’t or won’t give you a satisfactory response tell them you want to escalate it to their supervisor.
Ask the supervisor’s name and make more notes. Try to keep calm and persevere.
Keep doing that until you get a satisfactory answer or they tell you they can’t escalate it further.
Tell them that you are prepared to use the Ofcom complaints procedure and will claim compensation. Ask them for the postal address of the company’s consumer complaints department and which Alternative Dispute Resolution service (ADR) they belong to (Cisas or Otelo) . There is a list of comunications providers and the scheme to which they belong at http://consumers.ofcom.org.uk/2009/12/adr-schemes/ or possibly more up-to-date lists at http://www.cisas.org.uk/WhoisCovered-2_e.html and http://www.otelo.org.uk/membercompanies.php
That should get them moving but if you do need to actually follow-up the complaint then see http://www.telecomsadvice.org.uk/infosheets/ofcom_telecommunications_internet_complaints_ombudsman_otelo_cisas.html – it all has to be in writing I’m afraid.