Ofcom Dispute Resolution: Who Qualifies and What You Get
Learn how to access independent mediation if you have an unresolved dispute with your phone or internet service provider.
This scheme provides a way to resolve disagreements with your telecommunications provider through independent mediation.
Who it's for
This service is designed for any consumer who is currently facing an unresolved dispute with a telecom provider. If you are having issues regarding your phone or internet services and cannot reach an agreement with your company, you may qualify for this assistance.
What you get
The primary benefit is access to independent mediation. This is a process where an impartial third party helps settle your dispute regarding internet or phone issues. This can be particularly useful if you are struggling with connectivity or service problems that your provider has failed to fix.
What it costs you
Using this service is free of charge. There are no fees for accessing the mediation process. However, there is a requirement regarding your time and previous actions: you must have already exhausted your provider's own internal complaints process before you are eligible to move to this stage.
The catch to know
The most common mistake is attempting to use this service too early. You cannot go directly to mediation as soon as a problem arises. You must first wait for a set period of eight weeks for your provider to resolve the matter. Alternatively, you can proceed if your provider issues you a "deadlock letter," which is an official document stating that they cannot resolve the dispute with you.
How to apply
- Contact your telecommunications provider directly to file a formal complaint.
- Follow their specific internal procedures to resolve the issue.
- Wait for eight weeks to pass or wait for your provider to issue a deadlock letter.
- Once you have met these requirements, visit the official portal to begin the mediation process.
https://www.ofcom.org.uk/phones-and-broadband/how-to-complain