How to complain to your broadband provider

Household money

Updated on 08 July 2010 | 3 Comments

Rachel Robson reveals some top tips for successfully complaining to your broadband provider.

Rachel Robson reveals some top tips for successfully complaining to your broadband provider.

If you’ve got a bone to pick with your broadband provider, here are my top tips for how to complain successfully.

Get organised

The first step is to sort out your paperwork. Even if you’re happy with the broadband service you’re currently receiving, it’s a good idea to keep your bills filed in chronological order and keep all correspondence between you and your provider.

Approach your provider

Always approach your provider first with any complaints. Insist that they explain their official complaints procedure to you before you enter into a dispute.

Get writing

If you do want to complain to your provider, put your complaint in writing and say that you want to start an official complaints procedure.

Keep a call log

You should keep a call log to record all the details of each call that you’ve held with your provider. The log should include the date and time of the call, as well as the name of the person you spoke with.

Be patient

Try to be patient when you’re speaking to your provider. Don’t raise your voice or become angry. And make sure you’re talking to the right department and correct people to deal with your complaint.

Get confirmation

If any changes are made to your contract, or any verbal agreements are made over the phone, ask for written confirmation.

Take it further

If, after eight weeks, there has been no resolution, contact an alternative dispute resolution organisation to get their advice on how to proceed.

Finally, don’t forget, you can compare a range of broadband deals through lovemoney.com partner Broadband Choices.

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