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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.
Use our checklist to maximise the chances of bringing a successful action against your ISP if you've been treated unfairly.
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 vexed.
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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