Inside this article 3 sections
01 / Changing service
Write the problem down
Include the date first reported, the service involved, what went wrong and the outcome requested. Use the provider’s formal route. Keep its reference, responses and any relevant contract summary or bill.
Send sensitive documents only through an appropriate secure channel. Redact information that is unrelated to the dispute. A concise timeline can be more useful than a large unexplained attachment collection.
02 / Changing service
Escalation
Ofcom’s revised rules reduced access to alternative dispute resolution from eight weeks to six, effective 8 April 2026. A deadlock letter can allow earlier referral. Check the scheme covering the provider and its eligibility requirements.
Reporting a wider concern to a regulator and seeking resolution of an individual account dispute are different routes. Follow the scheme’s own process and requested evidence.
03 / Changing service
Our boundary
horoborus does not act as an ombudsman, submit complaints, represent callers or inspect provider records. We can explain general terminology; we cannot promise compensation or a particular decision.
Where the issue needs individual legal or financial advice, use an appropriately qualified source. Keep account passwords and one-time codes private throughout.
Go to the original information
Official reference pages consulted for this edition. Eligibility and legacy terms may require your own account documents.
- Ofcom: quicker complaint resolutionwww.ofcom.org.uk