Landline - Missed appointment

Contact your phone line provider’s installation department to complain that the engineers did not turn up as per their appointment. You should you should contact your phone line provider’s customer services department if the engineer turns up late and request an explanation and a new appointment as soon as possible. This will give them the chance to put things right for you. It also ensures that the company is aware of the problem so, if appropriate, they can rectify the problem to stop it from happening to others. You may be compensated in some way for the inconvenience.

Can I claim compensation

If you have taken the day off of work then this is really frustrating, it is possible to get compensation for extra time off work, additional costs, and even inconvenience and distress caused by late delivery problems. Of course, we're not talking about when you stay in hoping the delivery may turn up, but when a delivery or installation's been booked for a certain day - and you've arranged to be in specifically to receive it.

While your legal rights can only truly be enforced in court, just knowing and quoting them boosts your chance of success, but most companes will simply say they do not pay therefore the only realistic way to geain compensaton will be to go to Court.

• The customer services deptartment of your home phone provider should acknowledge receipt of your issue within 14 days
• You can take the case to an ombudsman eight weeks after you've raised your issue

What next

If you are unhappy with your home phone provider’s initial response, you should contact their customer services department via resolver, giving clear details of your case - such as what happened, when, and why you are complaining.

Once you have submitted your information to the company, they should acknowledge your case with 14 days.

If the company does not respond to your issue, then you should raise your case to the next level. The resolver system knows the next steps to take to escalate your issue and will remind you what to do and when, so that your voice is heard and hopefully your issue is addressed.

Your case is officially registered with the company as soon as the email is delivered and so you can escalate your case to an ombudsman after 8 weeks.

If you cannot resolve the issue

If the matter is still not resolved after eight weeks or if you receive a deadlock letter, you can send your case to the ombudsman. There are two ombudsmen in the telecoms market - CISAS or Ombudsman Services. resolver knows which one to send your case to. It will package your communications and all supporting documentation and send to the ombudsman.

The ombudsman will then independently undertake investigation of your case for free. You can still take your telephone provider to court if you still do not agree with the outcome, but only use this as a last resort.

If you need additional assistance

If you need additional advice and guidance on the issue you can contact your local Citizens Advice Bureau.

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