Complaining about your phone service


How do I complain about my talk service?

If you're unhappy in any way with your talk service contact us.

We’ll try to sort things out immediately, or give you an estimate of how long it will take and keep you informed of progress. You can also ask to speak to a manager.

If you are still unhappy eight weeks after you have given us the chance to resolve your complaint, you can refer the matter to the Ombudsman.

How do I contact the Ombudsman?

We are a member of 'Ombudsman services: Communications' (the Ombudsman). This is an independent dispute resolution service approved by the industry regulator for dealing with unresolved complaints from domestic or small business customers.

If you are still unhappy eight weeks after you have given us the chance to resolve your complaint, you can refer the matter to the Ombudsman.

We may agree with you earlier than this that you can refer your complaint to the Ombudsman, if we cannot sort the matter out for you. In this case, we would issue a 'deadlock letter', which allows the Ombudsman to look at your complaint earlier than eight weeks after you have raised it with us.

Ombudsman Services: Communications

PO Box 730
Warrington
WA4 6WU

Phone: 0330 440 1614 or 01925 430 049
Textphone: 0330 440 1600 or 01925 430 886
Fax: 0330 440 1615
Or visit the Ombudsman Services website.