Try to resolve the dispute by explaining your problem and what you want done about it. If your mobile phone provider has its own internal complaints procedure, follow it.
If the mobile company fails to respond to this final letter within a reasonable period of time (say, 14 days), you can take your complaint to the ombudsman.
There are two ombudsman services that deal with mobile phone complaints - Cisas and Ombudsman Services: Communications.
Find out which one your mobile provider belongs to, as this will be the one you'll need to use to escalate your complaint.
These ombudsman schemes only deal with complaints about mobile service providers, not about other mobile phone retailers such as third party sellers like the Carphone Warehouse, for example.
Contact the ombudsman to find out how to submit a complaint. Different ombudsmen have different procedures – some may ask you to fill out a complaint form, while for others you need only write a letter outlining your problem.
If it’s the latter make sure you include the following information:
If you have questions or would like to speak to someone you can call 0330 440 1614 or email at firstname.lastname@example.org.
Or you can contact them by post:
Ombudsman Services: Communications
PO Box 730
The ombudsman will look at the evidence provided by both sides.
They might contact you for more information, but there isn’t a hearing, as there is with a court case.
Once the ombudsman has made its decision it will write to you and the company with details of the ‘award’.
If the award is in your favour (they agree with your complaint), this will include details of what the company must do to put things right.