If you’ve registered a complaint with us but it remains open after eight weeks, we’ll issue you with an Alternative Dispute Resolution (ADR) letter by either email or post. You can share this letter with the Ombudsman.
There are also instances where we would issue you with an ADR letter before eight weeks. You can expect an ADR letter if:
- We’ve told you of the outcome of our investigation; and
- The proposed outcome does not resolve your complaint to your satisfaction, and you have made us aware of this; and
- We don’t intend to take additional steps to resolve the complaint, or offer a different outcome.
Once we’ve issued you with an ADR letter, you can refer your complaint to Ombudsman Services: Communications.
The service provided by Ombudsman Services is independent, and free of charge. If you decide to contact them, they will first assess whether your complaint is within their remit. If it isn’t, or it is deemed malicious, it can be refused.
You can contact Ombudsman Services on 0330 440 1614 (standard call charges apply), or online
Written complaints can be sent to:
Ombudsman Services: Communications, PO Box 730, Warrington, WA4 6WU