Please check your bills regularly and contest any incorrect totals in writing, and within good time.
By sending your operator a written complaint as quickly as possible, the consumer can inform it of the problem and give it the chance to explain and solve the problem as quickly as possible or, if necessary, propose a solution.
The written complaint can take the form of a standard or registered letter, or an email. Registered post provides a guarantee that the letter has been sent and received.
We advise you to give the operator around two weeks to properly respond to the written complaint. If the operator fails to respond or responds unsatisfactorily, the consumer can then call on the ILR mediation service.
Your operator must provide you with a detailed invoice which includes the explicit identity of the supplier and the duration of the services invoiced for any premium-rate number free of charge, unless you have requested that this information should not be listed.
Calls which are free for you, including calls to support lines, do not necessarily need to be listed on the detailed invoice.
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