Top tips for successful complaints procedures

A little organisation and a patient manner can go a long way when making a formal complaint against your ISP.

Here are our top tips:

Be wise before the event. Even if your relationship with the ISP is running smoothly, make sure that you’re paperwork is in order. Billing inaccuracies that happened two years ago will be easier to trace if your statements are organised.

Keep your bills filed in chronological order and keep all correspondence between yourself and the ISP.

Use bank statements to add credibility to your claims, particularly those concerned with billing mistakes.

Insist on having the official complaints procedure explained to you before you enter into a dispute.

Maintain a calls log describing each call that you made to your ISP. Include such details as the time and date of the call, and the name of the person that you spoke with.

Remember any passwords or keywords that you might need, you’re claim will lack credibility if you forget these.

Always approach your ISP first with any complaints or grievances. Tell them, in writing, that you wish to enter into an official complaints procedure.

Assume nothing. If you wish to terminate your contract and migrate, inform your ISP both on the phone and in writing.

When communicating with your ISP, be both patient and personable. Don’t raise your voice or get irritable.

Make sure that you’re targeting the correct department and the right people with your complaints.

Insist on written confirmation of any changes to your contract, or any verbal agreements that are made over the phone.

If you’re struggling to resolve an issue with your ISP, contact Cisas or Otelo, and ask them to advise you on the next step you should take.

If all else fails, get legal help - Which? Legal Services (see helpful links) provide a low cost method of smart consumer legal advice

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	2 people have commented on Top Tips For Successful Complaints Procedures. we with supernet we join in march 1m/b unlimited downloads this week they told us we been cap to 30gigs a month & they put a speed limited bteew 4pm to 2am which they say is peak time so at this we can't even get on the web - Maurice Fox, KINGS LYNN NORFOLK, Oct 12 2008 1:56PMPost a comment \| Report Abuse I Am 16 Years Old, Currently At School And Cannot Aquire A Good Qaulity Of Fast Internet, I Am Out Of The Range For Broadband And Am Stuck With Absolute Pish.....Has Anyone Resolved Or Helped With The Problem, You Can Probably Guess The Answer. At First, We Had Broadband For Three Days, And Now Each Retard We Recieve On The Phone Comes Up With The Same Answer. Bt Broadband For Everyone My Ass. Sort The Problem And Would Be Greatly Appreciated. - Stuart Hoggan, By Saline - Scotland, Oct 6 2008 2:17AMPost a comment \| Report Abuse

Page Last Updated: Thursday, 27-Nov-08