Landline - Disputed bill

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If you receive notice of any arrears that you are not responsible for, you should contact your home phone provider immediately to prevent any further action being taken. Your provider will advise you on what steps you have to take. If your provider is unable to advise you as to the steps to take by telephone then you should write to their customer services department setting out your concern, and enclosing a copy of the bill which does not bear your name which you have been sent.

If you are unhappy with your phone supplier’s response, you can ask the ombudsman to look into the issue on your behalf.

Please note that if you are receiving the wrong bill from your supplier then you should not be liable for these costs unless you name is on the bill. If you have joint names and the other party has not paid, you are still liable for these costs, so be aware of this situation.

You should know

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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