A d v i c e g u i d e A d v i c e t h a t m a k e s a d i f f e r e n c e
Organisations that deal with complaints against mobile phone companies
Ombudsman Services: Communications If you have already used the company’s own complaints procedure, the Ombudsman Services: Communications may be able to help with a complaint, but only if the company is a member. For more information, go to their website at www.os-communications.org or call 0330 440 1614.
CISAS The Communication and Internet Services Adjudication Scheme (CISAS) may be able to help you with a complaint about a phone company, if the company is a member of the CISAS scheme. You must have used the phone company's own complaints procedure first. You can contact CISAS on 020 7520 3827, or visit their website at: www.cisas.org.uk.
Ofcom Contact Centre Riverside House 2A Southwark Bridge Road London SE1 9HA
Enquiry line Tel: 0300 123 3333 Switchboard: 020 7981 3000 Textphone: 0300 123 2024 Fax 020 7981 3333 Website: www.ofcom.org.uk
Ofcom is the telecommunications watchdog in the UK. Ofcom do not investigate individual complaints against phone service providers, although they log every complaint about a company. If one particular company seems to be causing concern for consumers, they may consider investigating them.
Other fact sheets that might be helpful
This fact sheet is produced by Citizens Advice, an operating name of The National Association of Citizens Advice Bureaux. It is intended to provide general information only and should not be taken as a full statement of the law on the subject. Please also note that the information only applies to England, Wales and Scotland.
This fact sheet was last updated on 5 August 2012 and is reviewed regularly. If it is some time since you obtained this fact sheet, please contact your local Citizens Advice Bureau to check if it is still correct. Or visit our website - www.adviceguide.org.uk - where you can download an up-to-date copy.
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