Television - Complaint handling problem

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Based on resolver’s experience to date, if your complaint has not been responded to you should follow up with another letter of complaint, adding the failure to respond to your original complaint. 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. If you are not happy with the response then you should escalate to a higher point of authority. This gives a more senior member of staff the opportunity to look into your complaint. If you are still unhappy with your provider’s customer service response, you can either contact Ofcom – the telecommunications industry regulator - or ask the Ombudsman to look into it on your behalf. resolver recommends that you submit your concern in writing, and resolver can assist you in submitting, recording and reminding you when and who to escalate to. It can be frustrating when your complaint has not been responded to. resolver can help you resolve this issue for free, quickly and without the hassle. As a first step we can help you write your complaint, click on the link below to create your email.

If you cannot resolve your issue you cannot raise your case to the Ombudsman until 8 weeks after you have first raised your complaint with your supplier, or you have received a ‘letter of deadlock’ from the company stating that they cannot resolve the issue as you have asked. Your complaint must also not be older than 9 months. For an accurate decision by the Ombudsman you should provide a detailed file of your communications and supporting documentation. In addition make sure you explain what you want as an outcome as this will help assess your case.

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