Broadband gripes going unresolved

British broadband customers are still facing difficulties when it comes to resolving disputes with their ISP, according to research from Broadbandchoices.co.uk. Worryingly, less than half of broadband users (46%) feel their complaints are being successfully resolved despite there being a formal code of practice in place designed to make the process easier.

A survey of approx 4000 broadband users found that nearly half (47%) of respondents were completely unaware that their ISP had a Complaints Code of Practice to help resolve any issues. A further 77% did not know that they could subsequently escalate their complaint through the Alternative Dispute Resolution scheme 8 weeks after contacting their ISP.

Of the respondents that had made a complaint to their ISP, 54% felt that their complaint hadn't been successful.

Michael Phillips, product director, Broadbandchoices.co.uk said: "We found a distinct lack of awareness amongst broadband users of the proper way to ensure their complaints are taken seriously. Since a massive 54% of users felt that their complaints were not successfully resolved, it is clear that more needs to be done to empower consumers and ensure they have the confidence and the know-how to escalate their dispute to a satisfactory conclusion.

"Of the dissatisfied broadband users that didn't complain, a third (33%) said it was because they thought it would be too much hassle. A further 23% did not have any faith in their ISPs ability to resolve their complaint. Almost a fifth (18%) said they did not know how to complain effectively.

"The results indicate that broadband users are disillusioned with the ability to improve their service through making a complaint to their ISP. Whilst raising a complaint is never easy, you can significantly reduce any hassle and improve your chances of having their complaint quickly resolved by following our 10 tips to effective complaints resolution, below."

1 Be wise before the event. Even if your relationship with the ISP is running smoothly, make sure that your paperwork is in order. Keep your bills filed in chronological order and keep all correspondence between yourself and the ISP.

2 Always approach your ISP first with any complaints or grievances and insist that they explain their official complaints procedure to you before you enter into a dispute.

3 Tell them, in writing, of your grievance and that you wish to enter into an official complaints procedure.

4 Maintain a call log detailing each call that you made to your ISP. Include such details as the time and date of the call, and the name of the person that you spoke with.

5 Remember any passwords or keywords that you might need, your claim will lack credibility if you forget.

6 Use bank statements to add credibility to your claims, particularly those concerned with billing errors.

7 When communicating with your ISP, be both patient and personable. Don't raise your voice or get irritable. Make sure that you're targeting the correct department and the right people with your complaints.

8 Insist on written confirmation of any changes to your contract, or any verbal agreements that are made over the phone.

9 If you have exhausted your ISP's complaints procedure with no resolution after 8 weeks, contact Cisas or Otelo, and ask them to advise you on the next step you should take.

10 If all else fails, get legal help - Which? Legal Services (see helpful links) provides low cost, smart consumer legal advice.