Broadband complaints procedures

ByDuncan Heaney

Disputes with your broadband provider can be difficult, time-consuming and stressful. A little organisation and a lot of patience can go a long way towards ensuring problems are dealt with quickly.

For details on how to contact your provider with a complaint, see the appropriate guide:

For more general information on how to come out on top with provider disputes, here are our top 10 tips to making complaints:

  1. Knowledge is power - Before you enter any disputes, make sure you have a good understanding of the company's official complaints procedure. Have someone explain it to you if necessary - it'll help if you're able to work within the system.
  2. Manage your paperwork properly - Even if your relationship with the ISP is running smoothly, make sure that your paperwork is in order. Billing inaccuracies will be easier to resolve if your bills and statements are organised, and stored somewhere safe.
  3. Keep things ordered - Make sure bills and other correspondence between you and your supplier is stored chronologically, so that it's easy to find a specific document or email if you need it.
  4. Money talks - If you get into a financial dispute, such as billing mistakes, you can use bank statements can add credibility to your claims.
  5. Log your calls - Keep a log that details each call that you make to your provider. Make a note of who you spoke to, the date and time of the call, and how long it lasted in case you want to claim back call costs.
  6. Keep calm and carry on - When communicating with your provider you should be both patient and personable. Even if you're angry, or the call centre agent appears unhelpful, don't raise your voice or get irritable - you're more likely to get a good result if you stay calm.
  7. Stay on target - Make sure that you're targeting the correct department and the right people with your complaints. You'll likely lose a lot of time, and possibly patience, being transferred between departments.
  8. Get it in writing - Ask for written confirmation of any changes to your contract, or any verbal agreements that are made over the phone.
  9. Talk to the experts - If you're struggling to resolve an issue with your provider, contact Cisas or Ombudsman Services: Communications, and ask them to advise you on the next step you should take.
  10. Seek legal advice - If all else fails, get legal help. Which? Legal Services provides low cost consumer legal advice. You could also get advice from your local Citizens Advice Bureau.

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