How to Make a Complaint
This page has advice about how to make a complaint to Telecommunication Dispute Resolution (TDR) about your telecommunication company, and how to make a complaint to your telecommunications company.
We recommend you read this information first, before going to ‘Make A Complaint’.
If you are making a complaint to TDR, the company you want to complain about must be a member of the Telecommunication Dispute Resolution Scheme.
You need to have made your complaint to your telecommunication company first, before TDR can get involved. We have forms you can use.
Before you complain to the company, try and be clear about what the problem is. You may also want to think about what the company could do to make things right for you.
Usually the information about how to make a complaint to the company is on the back of your bills, or on their website.
If you can, keep a record of what happens, who you spoke to and what was said. Keep copies of any letters or emails you send or receive.
If you are not happy with the outcome of your complaint, or have not reached a resolution with the company in over six weeks, we can look at your dispute. Once you get to this stage we call it a 'deadlock'. (You may get a deadlock letter from your telecommunication company, with a deadlock or reference number).
Please call us on freephone 0508 98 98 98 to make sure your complaint is covered by TDR. We are open between 8 am and 5 pm weekdays, excluding national holidays.
Complaints to TDR must be in writing. You can fill out a complaint form online, or download the form and send or fax it to us, or we can help you to write your complaint, over the phone.
When you make your complaint with us, check the Complaint Checklist, to make sure you have all the right information. You can also go to the Types of Disputes page, to see what types of disputes are covered by TDR.
We’ll send the information to your telecommunications service provider and start the process of resolving your complaint.
If you need help, please call us on freephone 0508 98 98 98. We are open between 8 am and 5 pm weekdays, excluding national holidays.