Raising a Formal Complaint

Hello, Could you please advise how I can go about raising a formal complaint. Thanks,
James

I've already tried that thanks and don't wish to be fobbed off again to some rude chat agent who's simultaneously managing another 5 queries. I have a formal complaint that will require compensation. Thanks,
James

Similar Messages

Formal Complaints - Ombudsman Services

Having had 5 months of no internet, countless failed engineers, failed call backs, i spend a minimum of 2 hours a day on the phone for the last month. BT are still no closer to resolving my issue. Being passed from department to department. i am now being told i can’t cancel my contract without paying £350 for breach of contract.
I have called complaints department every day and they say the lady who is dealing with my request (Lynn Bailey) will call be back before 5pm…. This is ongoing….
I have a transcript of all calls made over the last several months noting times and failed promises. Its clear that countless mistakes by BT they have no real complaints department.
Has anyone ever used the Ombudsman Services to escalate a complaint? What is the time line and process for doing this?
Ryan

I've not involved the ombudsman with a complaint about BT (yet), but you may find the information on this page useful: http://www.ofcom.org.uk/contact-us/
Obviously, as a moderator here has volunteered to take on your case, you should probably give them a chance. Entirely your call if you also go the route of ombudsman and moderator.
To clarify the complaints proceedure (and please note, I don't work for anyone in the telecomms industry, I'm just another customer):
- Customer must raise fault.
- Customer must raise complaint with supplier.
- Customer must raise a formal complaint (distinct from a "regular" complaint - specific process to be followed). BT formal complaints process: www.btplc.com/Thegroup/RegulatoryandPublicaffairs/Codeofpractice/CustomerComplaintsCode/index.htm
- Customer must request a "deadlock letter" from the supplier. Deadlock cannot be requested until at least 8 weeks have elapsed from the formal complaint being raised. Supplier must provide deadlock letter within 28 working days.
- Once in receipt of the "deadlock letter", customer can involve the ombudsman - in the case of BT, this is OS:C.
OS:C will accept the "deadlock letter" - with your cover letter explaining the reason for involving them, at the below address:
Ombudsman Services: Communications
PO Box 730
Warrington
WA4 6WU
Without a "deadlock letter" OS:C will not get involved, unless you can provide evidence of a formal complaint, and the supplier not providing the requested letter within the timescales allowed.

Speed Still Slow After Formal Complaint

Looking for a mod to pick this up ...
I raised a formal complaint after having no BB for a week recently. Once the issue was (allegedly) "fixed" and we at least had access again I agreed to drop the complaint. However, our speed has still not gone over 22mb even though I'm on Infinity2. IP profile is currently 21.66mb and speed is below that.
I want to raise another formal complaint against appalling service provision, and frankly fraud in charging so much for a 20mb link.
I need a contact to raise a proper formal complaint and get my line issues (going for 2 years now) resolved.

Well, I am in the same boat! Two years ago when I took infinity I was achieving the BT suggested speed of 24 Mbps, it lasted for a few weeks then started dropping. Since I have complained and on two occasions when the speed haps dropped to less than 16 Mbps BT have sent and engineer to check the installation etc. In doing so he connects a device to my modem and Hey Presto! the speed increases back to 24 Mbps. Longest it stays there for is a month and almost as though it is calander triggered, it starts to drop.
Complained again yesterday, the BT suggested solution was for me to have a new modem and that would definately fix my speed issue and restore it back to 24+Mbps (all this is quoted verbatim) but, I would have to contract for another 18 months!. BT will not fix the issue first though as they have now added a note to my account that 12 to 17 Mbps is the best I can get. However, using the BT website and looking at the upgrade links the line check suggests 24 to 30 Mbps - wholly misleading I think.
Also as part of yesterdays nonsense with tech support and a reset of the hub FON is not active and calling them today it is as though I am talking a foreign language - I am being asked to go and find another hotspot!!
Hancop, how did you go about making your formal complaint?

Where can I send a formal complaint to Verizon executives about my service?

Here is the painful story if anyone is listening.
I had a landline and Internet a few years ago. I canceled the landline and kept the Internet line. I decided on 1/15/15 to add my landline back to my plan. I went online and updated my services to include a landline. The order was supposed to be completed on 1/20. On 1/20, my Internet goes down (it's 4 days later and it's still NOT BACK UP!!!). I have called Verizon no less than TWELVE times to try to figure out what happened and when it's going to be fixed. Guess what..not one person that I have talked to knows what is wrong or how to fix it. NOT ONE! No one has offered to dispatch a service tech despite me asking, even begging. So here we are on day four and I have no phone or Internet service. This is the most horrific experience I have ever had from any service provider my entire life. I am appalled that this big huge corporation cannot fix my problem. I'm sure I will receive my bill very soon and payment will be expected promptly and if I don't pay (even though I don't have any services), they will cutoff said services and send me to collections. I am disgusted and I want this to go to the very top. Stakeholders need to hear about this and be as appalled as I am.
I'm sure my rant will fall on deaf ears or get passed around to multiple agents that aren't competent enough to understand what is going on. If anyone knows where I can file a formal complaint (looking for an executive complaint department or something equal to that), please advise. Verizon keeps their contact information hidden in some buried treasure box I think.
I have zero faith that my services will be restored. I guess I will just have to continue to trek to Panera ever day so I can access the Internet? Does that seem agreeable Verizon?
{edited for privacy}

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.
Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions.
To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".
Please keep all correspondence regarding your issue in the private support portal.

How to make a formal complaint - no one seems to b...

Hi all - I'm new on here and have joined to try and find some help or answers since BT don't seem to respond to 4 formal complaints... I have had broadband issues for 4 months - the connection drops off - usually overnight (I work online on nights doing shift work) and is unreliable at the best of times. I have had an engineer out - a new hub etc. THERE IS NOTHING WRONG with my set up as it works perfectly fine when it wants to. It is my belief that BT are doing some work on our lines as other people in my village have experienced similar issues. I have informed BT that I want some explanation/compensation for my loss of work as a result of the connection dropping off. I have informed them that I will be cancelling my direct debit and not paying my most recent bill because they have not honoured their contract and given me satisfactory service - let along customer service. My complaints have been ignored. I even spoke to an operator 2 weeks ago who wanted me to pay my bill and I listed the reasons why I was not prepared to until I had received an explanation from BT as to why my broadband was not consistant. He advised me that he would pass on the information and get someone to contact me. No one has. I have now been cut off and the only direction the automated telephone system will put me in is to pay my bill and be re-connected. I am feeling undervalued as a customer - stressed with my lack of reliable broadband which I rely on for my work as I work from home - and frustrated by the fact I cannot talk to anyone. If anyone can help me I would be so grateful as I'm at my wits end. many thanks in advance.

susannah75 wrote:
Hi all - I'm new on here and have joined to try and find some help or answers since BT don't seem to respond to 4 formal complaints... I have had broadband issues for 4 months - the connection drops off - usually overnight (I work online on nights doing shift work) and is unreliable at the best of times. I have had an engineer out - a new hub etc. THERE IS NOTHING WRONG with my set up as it works perfectly fine when it wants to. It is my belief that BT are doing some work on our lines as other people in my village have experienced similar issues. I have informed BT that I want some explanation/compensation for my loss of work as a result of the connection dropping off. I have informed them that I will be cancelling my direct debit and not paying my most recent bill because they have not honoured their contract and given me satisfactory service - let along customer service. My complaints have been ignored. I even spoke to an operator 2 weeks ago who wanted me to pay my bill and I listed the reasons why I was not prepared to until I had received an explanation from BT as to why my broadband was not consistant. He advised me that he would pass on the information and get someone to contact me. No one has. I have now been cut off and the only direction the automated telephone system will put me in is to pay my bill and be re-connected. I am feeling undervalued as a customer - stressed with my lack of reliable broadband which I rely on for my work as I work from home - and frustrated by the fact I cannot talk to anyone. If anyone can help me I would be so grateful as I'm at my wits end. many thanks in advance.
Hello susannah75,
Welcome to the forum & I am sorry to hear of your problems with BT.
Perhaps moving to an alternate service provider could be a preferable option for you.
If enough people were to do this perhaps BT would have to revise and offer a more acceptable level of service?

Information about filing a formal complaint

Two years ago my wife and I left Verizon to go to AT&T because we wanted IPhones and at the time Verizon did not offer them. The cellular reception with AT&T was awful but we had to wait out our two year contract to come back to Verizon. Our two year contract was up at the end of October and on October 30th we were at a local Verizon store to reestablish our relationship with Verizon Wireless. The sales rep ran our application and was unable to process it because of a fraud hold. First of all, both my wife and I have over 700 credit scores and and we were able to provide any information to verify who we were at the time, so I was extremely shocked that words like "fraud" were even mentioned to us while trying to reestablish out account. But after spending over 2 hours in the store with two restless babies, we were told that they would have to give us our trade in phones back but that they would call the fraud department the next day. Both my wife and I were very concerned because we knew that we weren't committing any fraud and if someone had attempted to commit fraud using our information, we wanted to know about it ASAP. The following day the sales rep was working on this issue the first thing that morning so we were certain that she was trying to help us get the matter resolved. After speaking with her she stated that someone from the fraud department would be calling my wife to verify some information, which they did and my wife provided all of the requested information to prove who she was. We were told that there was a mandatory fraud hold on our application with no reason provided; but the fraud department informed us that we would have to call back at 6:00 the next day which would have been November 1st. To make a long story short, we ended up going to another Verizon store to complete the application and were met with the same unexplained roadblock. We spent 2 1/2 hours at this store trying to get this issue resolved and once again left the store without new phones because of a hold placed on the account by the fraud department and were once again not given an explanation. We were assured by the store manager that they would work on getting the matter resolved the very next day. Since we had already paid for all of the accessories and even ported all of our contacts and emails to the new phones, we were certain that we would be able to get our new phones the next day. This morning I called the store manager and he told me that he was on hold with the fraud department and had been on hold for over an hour and that they could still not release the phones. I asked for the number so that we could also call to find out what was going on. We called the fraud department and were on hold for over an hour. Finally, a young lady came on the line and assured us that she would release the application and that it would take 2 minutes to an hour but she could not give us any information at all about why were were experiencing this issue. At this point I am beyond upset because we have NEVER ran into any problems establishing a business relationship and if we had been I'm sure that we would be given a reason why. I would like to know who we can contact to file a formal complaint for possible discrimination and poor service. I am going to be reaching out to others to see if they've had similar experiences with Verizon because I am certain that there is something going on that needs to be investigated.

First of all, I said that there was possible discrimination and that the
matter needs to be investigated. If there is a policy of discrimination
within the company it could be imposed for any number of reasons. Since
I've worked for a company and had inside knowledge of its discriminatory
practices, I know that it's not beyond the realm of possibility.
And I haven't received poor service from anyone in the local stores.
They've all seemed quite embarrassed about the fact that they had
to spend excessive time on the phone trying to get answers from their
"fraud" department to no avail. The poor service has come from the fact
that my wife and I were denied service and given no reason and the fact
that we've spent close to five hours in local stores trying to get that
service. And we were give an application number and informed that it did
not make a difference which store we went to because all of our information
was stored in the system. We went to a different store because we were in
a different city at that time and were trying to establish service before
beginning a new billing cycle with our current provider. The store went
to had absolutely no bearing on the "fraud" hold. If there is a valid
reason for the red flags, someone should be competent enough to tell us
what those reasons are and know how to verify who we are.
And I didn't attempt to start a relationship by filing a complaint. I
tried starting a relationship by dragging my family into two different
Verizon stores and patiently spending five hours of my time trying to
conduct a completely mundane transaction with a company that I had
previously done business with for over 10 years.
<< Personal comments removed to comply with Verizon Wireless Terms of Service >>
Message was edited by: Verizon Moderator

How do i file a formal complaint against ATT Uverse?

That would depend on who you want to file the complaint to (e.g. another department of AT&T, a watchdog group, or a government entity), as well as what the complaint entails, and what you expect to come of your complaint.
Care to fill us in? Don't have to give details, a brief summary would do.

The BBB (Better Business Bureau) is probably the best place. Look them up online and file a formal complaint. I'm thinking of doing the same due to the data issue. I'm tired of paying for data I don't get to use. AT&T doesn't reimburse you for unused data that you pay for but don't get used in time but they sure tack on that extra $15 GB if you go over. As a "convenience " of course. I lost 5GB a few months ago. I might as well have just written AT&T a check for $50 as a gift. I was able to get out of a 2 year contract with T-Mobile for the same reason. You can pretty much name your terms. Good luck!!!

I wish to register a formal complaint about a scam charge on my phone

I have just had a scam text charged to my phone from a number I do not recognise. Apparently it is a porn site who are supposed to have received a text from me at midday when my wife and I were having lunch. I have been asked to ring the company and complain which I know would be a waste of time because it clearly is a scam.. In my view this is the resaponsibility of EE to put a stop to. How do I register a formal complaint ??

What no. was it from?
These will be reversed-charged texts from Premium Rate nos. you may have inadvertently subscribed to via Web or TV. EE are not obliged to refund you but you may complain to the Premium rate regulator PhonepayPlus or the firm itself. You can check out those nos. yourself on that site.
You could try texting STOP to the number, but it may cost and may not work.

I wish to make a formal complaint about when i called through to your customer support department.

I never make formal complaints but i feel really compelled to do so right now because I was so upset by the service I recieved I wasted 2hours and I even broke out in hives I was so fustrated. It was really annoying when I was speaking to the lady because she kept going away from the conversation after I was answering a question. I would answer her request/question then sit there waiting for her to communicate back and the line was silent after approx a min I would say "hello?" and she then would continue with the conversation. Or the line would go silent for ages and after sitting there I would say "is anyone there?" and she would again continue the conversation. I felt like she was very very distracted as she still didn't seem to understand what i wanted after 24mins!!!! I was thinking maybe she's talking to someone, maybe shes trying to have lunch or maybe she's reading a really good book at the same time??? What every she was doing she wasn't helping me and she wasn't listening to me. My problem was a relatively easy one. I just needed to get past the "Adobe Acrobat Trial" popup as it didn't find my installatiion of my new purchased Adobe Acrobat X Pro.
After listening to your hold music till I wanted to scream I hung up and continued to try and solve the problem myself online. Luckily I found the "Live Chat Help" a customer service officer (I think his name was Punhub- something like that) assisted me with professionalism and quickly. He made me feel maybe it will be ok to continue to purchase & use Adobe products, as after speaking to the girl on the phone I wanted to never use any Adobe products ever again.
This ended up to be a 3 hour ordeal instead of a 7 minute product installation and a 10min max customer support assistance (even though of course it would have been better if I didn't need to use customer support and my installation to have worked right, but i understand sometimes things happen).
I just want the customer service offices that are on the phone to pay attention to us (their customers) and actually listen/understand our problem, instead of taking a nap during the process.
Sincerely, your customer
Kristal Johnson

An added comment to extend graffiti's info a bit, your experience is similar to how many of us ended up here looking for answers. In that sense, why not ask your question here and see if you get an answer. The response time will not be immediate, but it is often more directed to your need from other users that have either experience the problem or have seen the problem from someone else. The long term knowledge here is rather large as a result and often is more than calling Adobe. Of course, there are some questions we would still refer you to Adobe for an answer since they are not related to using the product.
Welcome to the world of other users.

How to make a formal complaint?

I would like to make a formal written complaint. I have contacted Apple by telephone and was told to complete the form on apple.com/feedback, which does not provide sufficient space to make my complaint. I have visited the store and was told by the manager to visit the same website. I was also advised and provided with the stores contact details. However, the manager did state that the complaint would remain internal within the store.
I do not find that this is acceptable and I would like to make a full written formal complaint, without having to send a letter to the US.

I would like to make a formal written complaint.
Were a tuxedo while using a word processor to write the letter.
If the form on the web does not fill your needs send a letter to Apple. You can find their address in Cupertino California quite easily.

How to make a formal complaint to Ofcom about BT?

How long does it take for a phone line to be activated for a new built property? In our case a new phone line takes 2.5 months already and is still not completed. And absolutely no line over the xmas and new year!
This is the time line of our phone line order:
08/10/13: order placed, engineer visit scheduled for 24/10/13;
24/10/13: engineer no show, no notification about the status;
between 24/10/13 to 08/11/13: numerous phone calls to BT, was told to chase developer because the problem was with them, BT openreach has to complete a survey on the outside before everything can move forward;
08/11/13: been informed by order management team that we will have an update by 15/11/13, obviously didn't happen;
18/11/13: been told the order got delayed again and the external planning was scheduled to complete on 03/12/13, engineer visit rescheduled for 06/12/13;
05/12/13: got a text message informing us the order got delayed (for the 3rd time) that there were 2 blockages outside for the line and we would be updated on 14/12/13 while another team from BT was telling me the engineer visit is going ahead; took an hour clarify that there would be no engineer visit and we would be updated on 14/12/13;
13/12/13: spoke to BT order management again, was assured that BT openreach engineer was onsite to clear the blockage, and we would be given an appointment on 14/12/13. no further delays was expected;
14/12/13: no phone call from BT all day;
16/12/13: called BT order management, was told BT Openreach engineer only managed to clear on blockage and the other one was schedule for 24/12/13, which is xmas eve! So this is a BT way of telling us that we won't have a phone line during the holiday season and an order of a telephone line will take into the new year!
This is 21st centry Britain we are talking about and a suburb London home we try to have a phone line installed. I am sure it won't even take that long in a remote island in the Pacific ocean! I wonder how regulators like Ofcom can turn a blind eye on the appalling services we get from the providers in this country. Would appreciate if anyone could let me know how to make a formal complaint about BT in this case. I don't care if it is BT openreach's problem, it is BT's collective failure for customer as a corporate!!!

Understand it might be a openreach issue and new build usually takes longer - and that's why we have been more than accommodating so far. the prob is that our contract relationship is with BT not Openreach. if BT cares about customer services, they they should be on the case with Openreach (since the latter is their supplier, there must be a service standard between the two otherwise Openreach could be the best place to work because they can unilaterally decide how long it takes them to do a job!)
Along the way we had msgs from BT order management saying we will update you on this date. Don't call us before that date but they failed even to give us the update on the day! Surely this is the culture of not delivering unpleasant msg.
I am 6 months pregnant and on top of another young child and work, having to get stressed about the whole fiasco is just not on! Let alone all the time and money wasted on this just for the basic household service!!

How to Lodge a Formal Complaint against an Authorized Reseller

Hi All,
I just had a bad experience with an authorized reseller in Macau (details on the incidents will be added at a later, since I will be going back to the store today to try ratify the situation again), and would really want to make a formal complaint against its service (not the product). Is there anyway that I may formally contact Apple to express my frustration, since I could not find any link in the Apple website that direct me towards something close to a "complaint departments".
Thanks in advance

If you still feel that you need to contact Apple after your visit to the store, I would send a letter to Apple corporate headquarters (address in upper right corner):
http://www.apple.com/contact/
And, you might want to address the letter to the person listed here:
http://en.wikipedia.org/wiki/RonJohnson%28Apple%29

Re: how to make a formal complaint

Hi
Having gone round and round with so called customer services. I too would like to make formal complaint. Email would be easier but the link provided by another forum member brings up a page that doesn't seem to work?? Does anyone know of one?
We have been a customer with BT for less than a month - our phones have not worked since we switched to BT and the TV we are paying for doesnt have any bbc or main itv channels. priceless. We''ve tried various 'unhelpful' customer service routes who promise to call us back to sort it and never do. I've even emailed head of retail at BT to let him in on the 'secret' of his shocking customer services set up. But still no response.
I couldn't be more amazed at the brick walls that are put up in the name of wanting to be no 1 for customer service. What a joke.

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are a UK based team of people, who take personal ownership of your problem.
Once you get a reply, make sure that you are logged into the forum, then click on their name, you will see a screen like this. Click on the link as shown below.
Please do not send them a personal message, as they may not be on duty for a long time, and your message will not be tracked properly.
For your own security, do not post any personal details, on this forum. That includes any tracking number you are give.
They will respond either by phone or e-mail within 5-6 working days.
Please use the tracked e-mail, to reply, not via the forum. Thanks
This is the form you should see when you click on the link. If you do not see this form, then you have selected the wrong link.
When you submit the form, you will receive an enquiry number, so please keep a note of it
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

Sending Formal Complaints

While speaking with a technician over the phone, I asked for the place I could send a formal complaint regarding my customer service experience. I was given the email address [email protected] When I just attempted to send the email, it was returned to me as a failure.
What is the correct address to send this to?
Thank you.

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This is a user-to-user community, and not a venue to receive direct help or feedback from HP. If you have any further questions or concerns, please feel free to send me a Private Message.
Thanks!
Wendy M - HP Support Forums Moderator
Click the Kudos star as a way to say "thank you" for helpful posts.
Be sure to come back and click the 'Accept as Solution' button on the post that solved your issue - it may help someone else.
Rules of Participation

How do I file a formal complaint against AT&T Mobile?

I spent an hour on the phone with customer service, 3 different people and zero help. They lied about my contract terms and now I am in an unfavorable contract. Unacceptable customer service and I'd like to write up a complaint via the web/email. Is this possible? Regards,David

The BBB (Better Business Bureau) is probably the best place. Look them up online and file a formal complaint. I'm thinking of doing the same due to the data issue. I'm tired of paying for data I don't get to use. AT&T doesn't reimburse you for unused data that you pay for but don't get used in time but they sure tack on that extra $15 GB if you go over. As a "convenience " of course. I lost 5GB a few months ago. I might as well have just written AT&T a check for $50 as a gift. I was able to get out of a 2 year contract with T-Mobile for the same reason. You can pretty much name your terms. Good luck!!!

Raising a Formal Complaint

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