How to complain to your ISP effectively

Consumer complaints about internet service providers (ISPs), phone companies, or companies that are both, have risen steadily over the past four years. They now form the majority of complaints we receive from readers wanting help and advice, and some of the stories are shocking.

A reader is unlikely to contact us for help until they believe they have exhausted all the avenues open to them. However, we usually find this is not the case.

If you have a dispute with your ISP or phone company that you just cannot resolve, before you cancel that direct debit and land yourself in a legal quagmire, or pay up just to make them shut up, there are other options, such as alternative dispute resolution (ADR) schemes and even the small claims court.

The first steps
Resolving a dispute should be a simple procedure, but as many people discover, it rarely is. Problems are exacerbated when customers try to skip a step. First telephone and email your provider with your complaint. Keep records of times, dates and who you spoke to and what was discussed.

If this fails to resolve the matter, write to the company clearly setting out the complaint; along with the details you have kept so far and responses or lack of them. We suggest you send this via recorded delivery and keep a copy for yourself.

If an ISP says you owe it money and has already handed your alleged ‘debt’ to a debt-collection agency, call this company and say the matter is in dispute. Never ignore a debt-collection notice. Also inform your ISP that you dispute its claim. You should put this in writing to both companies and send the letter recorded delivery.

You can also contact the Internet Service Providers’ Association (ISPA). This trade body, which has most of the major UK ISPs as members, will often try to step in to mediate in a dispute. As long as an ISP is a member a consumer can file a complaint and it will try to find a resolution satisfactory to both parties.

Whether you are using ISPA or working alone if you are still unhappy with any resolution, or lack of one, you need what is called a ‘deadlock letter’. This sets out what the company has tried to do and its final position or offer. You can demand one from your ISP yourself or if you have filed a complaint through ISPA, it will order the member to send you a one. If it doesn’t you can still continue with your complaint but its easier for you to have this.