When you’ve contacted us but your complaint is unresolved after eight weeks, or we’ve issued you with a deadlock letter, you can refer your complaint to Ombudsman Services: Communications.
A deadlock situation occurs when we’ve attempted all solutions to resolve your complaint, and conclude that we can’t reach an agreement. Before deadlock is considered you must have followed our internal escalation process.
The service provided by Ombudsman Services is independent, and free of charge. If you contact them, they will first assess whether your complaint is within their remit. If it isn’t, or is deemed malicious, it can be refused.
You can contact the Ombudsman Services on 0330 440 1614 (standard call charges apply), or online at https://www.ombudsman-services.org
Written complaints can be sent to:
Ombudsman Services: Communications, PO Box 730, Warrington, WA4 6WU