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Telecoms complaints

Who do you have an issue with?

If you want to contact or resolve an issue with your telecoms provider, whether for your home phone, broadband, cable/satellite TV services, mobile or mobile broadband, use resolver to easily set up and manage your issue from start to finish. It's free and you'll ensure your voice is heard!

You can also search for cheaper broadband deals over at MoneySavingExpert.com.

Helping you with the Telecoms sector

Your rights

We have 232 pages of rights guides for you covering 62 companies in the Telecoms sector. Feel free to browse these pages - they're all listed below - but the quickest way to find the best rights for you is by using our unique Rights Finder to access our extensive database of consumer rights information.

Start by telling us the name of the company or organisation you have an issue with.

Rights Finder:
Who do you have an issue with?

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Frequently Asked Questions about Telecoms

Which is the best way to contact my provider?

Telecoms companies are one of the hardest to get hold of, with not all key broadband providers providing an obvious email address to send communications through to.

Can I complain about television service with resolver?

Yes, you can raise and resolve issues with your cable and satellite provider through resolver for issues relating to the quality of your signal. You cannot raise an issue with the quality of the service content.  

What are the most common telecoms issues?

The most common issues raised relate to reception quality of mobile phones and broadband connectivity - resolver can help you with any issues for all your telecoms issues.

Is there a charge for using resolver?

resolver is a free, independent tool that allows you to raise complaints and ensure your issue gets heard and addressed by the company. Businesses have Customer Relationship Management (CRM) systems to manage your account; resolver is the same, but built instead for you the consumer, to help you manage and resolve your issues.

If I have a complaint what should I do?

You need to follow some simple principles as recommended by Trading Standards including:

Keep a complete record of your communications. resolver will do this automatically for you, recording your emails and your phone calls automatically.

Give the company a chance to respond. resolver will allow you to escalate your case every 2 to 3 weeks to a more senior level in the company if your issue is not resolved. 

If you cannot resolve your issue send your case to the ombudsman. resolver will remind you when you can do this.

Is there a guaranteed service standard for the telecoms industry?

There is no specific service standard for the telecoms industry. However, telecoms services fall under the umbrella of Ofcom, the regulatory body for broadcasting, telecommunications and postal services in the UK, and Ofcom requires that a Service Level Agreement forms part of any contract.

Are there any an ombudsmen?

People with telecoms complaints can also take their issues to either CISAS (the Communications and Internet Services Adjudication Scheme) or Ombudsman Services, depending on which company you are complaining to. Your case can only go the Ombudsman ince your issue has been with the company for 8 weeks.  The Ombudsman your case will go to will depend on which Ombudsman scheme the company is a member of. If you raise you case in resolver will let you know whether the company you’re complaining about is part of CISAS or Ombudsman Services and can send your case to them for free after 8 weeks.

When can I go to an ombudsman?

You must first take your complaint directly to the company you’re unhappy with, and give them an opportunity to offer a resolution. If they don’t deliver one, or the resolution offered is unsatisfactory, you can then take your complaint to an ombudsman eight weeks after you first complained to the company.

What services are covered by the ombudsman?

All telecoms services are covered by the Ombudsman scheme including home phone, broadband, mobiles and mobile broadband. If you have an insurance product such as accidential damage cover this is an insurance product and if the issue cannot be resolved, your case will go to the Financial Ombudsman for independent review.  

Is resolver independent?

Yes. resolver is the independent free service to help consumers. We are members of AdviceUK, the largest independent charity network in the UK, the Trading Standards Institute (which supports Trading Standards practices across the UK) and TrustMark, the Government-endorsed standard for the property industry.  

resolver is also on the Government steering committee for the new consumer regulations and the Alternative Dispute Resolution Directive, which comes into force in Juy 2015.

How we can help

Explains your rights to you - We keep it simple, so there’s no confusion

You’ll find no legal jargon in our consumer guides, just solid, straightforward comprehensive consumer rights information. Plus, our consumer guides are tailored specifically for every type of issue.

Helps you prepare emails - Our templates are proven to get responses 

We provide a wide range of flexible email templates for you to adapt to your needs – just slot in the specific details for your case, and in a few short clicks your issue will be ready to go.

Lets you record all your communications - Keep a copy of everything that’s said with your issue

One of the most important aspects of a complicated issue is keeping a record of all your correspondence regarding the complaint – resolver does this for you automatically.

Creates a case file for you - Save and upload all relevant communication and documents

Your case file is a secure online location for all important documents regarding your issue. You can upload photos, tickets, copies of receipts or external emails from before you raised your issue with resolver.

Lets you know when to escalate your complaint - Our system knows the next steps to take to escalate your complaint

If you’re not satisfied with the initial response from the organisation you have an issue with, our escalation process will let you know when you can raise your complaint to the next level of seniority and, ultimately to an ombudsman or regulator, where appropriate.

Who do you have an issue with?

How does resolver work?

Bespoke consumer guides

You'll find no legal jargon in our simple, comprehensive consumer rights sections. Our guidance is tailored specifically for every type of issue.

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Simple, flexible templates

We provide a wide range of flexible email templates for you to adapt to your needs – just slot in the specific details for your case, and in a few short clicks your issue will be ready to go.

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All complaint correspondence recorded

One of the most important aspects of a complicated issue is keeping a record of all your correspondence regarding the complaint – resolver does this for you automatically.

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What’s a case file?

Your case file is a secure online location for all important documents regarding your issue. You can upload photos, tickets, copies of receipts or external emails from before you raised your issue with resolver.

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What are your next steps?

If you’re not satisfied with the initial response from the organisation you have an issue with, our escalation process will let you know when you can raise your complaint to the next level of seniority and, ultimately to an ombudsman or regulator, where appropriate.

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