If we cannot sort out your complaint in a way you are happy with within a period of 8 weeks, or if we decide before the 8 weeks are up that we cannot do anything more to resolve things, we will issue a ‘deadlock’ letter. You can then, if you choose, make a complaint through Ombudsman Services. Ombudsman Services offers an independent alternative dispute resolution scheme. It is approved by Ofcom for the handling of consumer disputes. Its services are free of charge for residential and small business customers (those having 10 or fewer employees.)
You can contact Ombudsman Services by phone on 0330 440 1614, by email at firstname.lastname@example.org or via the website, www.ombudsman-services.org.
Please note that Ombudsman Services will only deal with your complaint if you have first followed Ogi’s complaints procedure in full. If Ombudsman Services does deal with your complaint, then an in-dependent adjudicator will decide how your issue should be resolved, based on the details of your complaint.
If you are unhappy with the way, we, or Ombudsman Services deal with your complaint, you can con-tact Ofcom, the independent regulator and competition authority for the UK communications industries, at Ofcom Contact Centre, Riverside House, 2A Southwark Bridge Road, London SE1 9HA, by phone on 0300 123 3333 or 020 7981 3040 or via the website, www.ofcom.org.uk.
You can also get further help and advice from your local Citizens Advice Bureau, but this is not part of our formal complaint’s procedure.