• Purchase of new phone - partially upheld

    Decisions
    Jurisdiction

    This dispute essentially is about customer service.

  • Vulnerable consumer application

    Case Studies
    Following the removal of copper services in his area, James' family wanted him to be classified as a vulnerable consumer and to be given a similar landline phone so he could contact 111 in an emergency.

  • Form over function – move from paper to online portal

    Case Studies
    A landline customer no longer received physical bills via the mail and now had to login to an online system to access her information.

  • Problems with family plan

    Case Studies
    TDR was contacted by a customer who had experienced two separate issues throughout the year.

  • Hotspotting – not upheld

    Decisions
    Jurisdiction

    The customer raised a number of issues in his complaint.

  • Terms and Conditions

    Guides

    The relationship between a scheme member and its customers is primarily contractual, with the rights and obligations of both parties set out in the

  • Installation frustration at business premises

    Case Studies
    The owner of a small business contacted TDR about broadband installation issues which lead them to change providers.

  • Price rise – not upheld

    Decisions
    The customer lodged a complaint about the scheme member raising its broadband prices during a 12-month contract.

  • Customer service and number allocation – not upheld

    Decisions
    Jurisdiction

    The Customer’s complaint deals with the reallocation of their telephone number.

  • Understanding an invoice

    Case Studies
    A customer questioned whether credits had been applied when they received a complicated invoice.