What we can and cannot do

What we can and cannot do is set out in our terms of reference. You are welcome to read them on our website or you can ask us for a copy.

We will decide whether your complaint fits in with these terms, whether we can deal with it and the best way to handle it.

How long it takes us to come up with a resolution depends on how complicated your complaint is and how quickly we can get hold of all the relevant facts. 

Paying bills

While we are looking at your complaint, so that your service isn’t interrupted, you should continue to pay at least any part of the bill that you do not dispute. If we find that you have paid too much, we will make sure that you get this back.

Complaints that we can deal with

The types of complaints that we can deal with include:

• Bills
• Problems resulting from a communication company’s sales activity
• Problems resulting from switching from one company to another
• Customer service problems such as poor service or failing to act on a request

Complaints that we cannot deal with

The types of complaints that we cannot deal with include:

• The terms and conditions of a service
• Complaints about products or services that are bought or rented from companies that are not signed up to our scheme
• The location of telegraph poles or mobile phone masts
• Problems relating to cabling and wiring inside a property
• The content of internet sites, advertisements, calls, emails, texts, or any other type of message
• Complaints about premium rate service providers