Identify the responsible service
Use the complaint procedure of the company named on the contract. Say that you are making a complaint and retain the reference. Contacting an independent guide does not open an official complaint with the network.
Write a factual sequence
List what failed, when it began, contacts already made and what happened afterwards. Attach relevant evidence through the secure channel. Distinguish your observations from an explanation you suspect but cannot verify.
Specify the result you want
Ask for an item correction, an explanation, a service investigation or another clear outcome. Keep the response and proposed timescale. Reporting a problem does not necessarily cancel the contract or stop payments.
Know the next route
Read the provider’s current escalation and alternative-dispute-resolution information and Ofcom’s guidance. Eligibility and time requirements should be checked when needed. Ofcom supplies regulatory information and does not generally settle an individual billing dispute for you. This website does not represent customers or guarantee compensation.
Source notes
Confirm the current detail with the official provider. Links are references, not partnerships.
Ofcom consumer information ↗