Useful organisations for dealing with broadband disputes

The following is a list of useful organisations that can help you resolve a problem with your broadband provider in different ways.

Ofcom – Office of the Communications Regulator set policies for broadband providers but they don’t settle individual disputes. Their website has a lot of useful information and they do log consumer complaints against broadband providers.
Tel: 0207 981 3000 / http://www.ofcom.org.uk

ISPA – The Internet Services Providers Association is the UK’s trade association for the ISP industry. Refer to their code of practice when in dispute with a provider
Tel: 0870 050 0710 / http://www.ispa.org.uk

BT Openreach – Provide the telephone network for communications providers to deliver their services. Call the number below if you have tag on the line.
Tel: 0800 169 0934 / http://www.openreach.co.uk

OTELO - Office of the Telecommunications Ombudsman. They are well placed to sort out disagreements between broadband providers and their customers through arbitration but only worthwhile when your provider cannot resolve the issue for you.
Tel: 0845 050 1614 / http://www.otelo.org.uk

CISAS - CISAS is an independent dispute resolution service for communications providers and their customers. It offers the same kind of service as Otelo, check their membership to see what broadband providers they cover.
Tel: 020 7520 3827 / http://www.cisas.org.uk

Citizens Advice Bureau – A great source of practical, reliable and up to date consumer information, including free legal advice on consumer issues. Various regional offices – check site for local phone services.
http://www.citizensadvice.org.uk / http://www.adviceguide.org.uk

Consumer Direct – Provides clear, practical consumer advice on a range of issues, regional advisors support their main call centre.
Tel: 08454 040506 / http://www.consumerdirect.gov.uk

Trading Standards – An excellent starting point for consumer protection information and advice. NB: Consumer Direct is connected to Trading Standards. Various regional offices – check site for local phone services.
http://www.tradingstandards.gov.uk

Which? Legal Service – Excellent legal resource from Which? Pay £12.75 for 6 months legal support; they are specialists in broadband cases.
Tel: 0845 121 1584 / http://www.whichlegalservice.co.uk

HM Courts Service – Moneyclaim.gov.uk is the HM Courts internet based service for making and receiving small court claims.
https://www.moneyclaim.gov.uk/csmco2/index.jsp