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Deadlock Letter - Ombudsman Service

I will soon be getting a deadlock letter of my old ISP. My next step appears to be the Ombudsman Service.

Has anybody any tip or advice that would help me in this situation.

Thanks,
Pete
 
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Ombudsman Service will want to see an outline of the events (ideally dated) from your perspective and a description of your grievance with the ISP. I wouldn't ramble on too much, but do mention to them if the situation has had an impact upon you personally as well.

Generally keep it factual, structured and easy to understand. The Ombudsman may also want to see copies of emails, letters etc. that were created as part of your difficulty with the ISP. Essentially you give them all that you can and then leave the situation in their hands.
 
Thanks Mark, half of my complaint is about breaches of the 2010 code of practice and the amount of time I have spent doing broadband speed checks, ringing, emailing and being without a proper broadband service - at first, should I just mention the breaches of the code of practice in general or should I go into detail.

The other half of my complaint is to do with Line Rental Saver and their stance on it being non-refundable. Since they have threatened to send the deadlock letter I have discovered another regulation that may mean they may be in breach of the regulation, and if true, it would mean that the line rental saver refund period would be extended from 14 days to 12 months. When I have confirmed this, should I include it in the Ombudsman's complaint or should I take the matter up seperately prior to going to the Ombudsman.
 
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Include everything relevant, leave nothing out. Just make sure it's easy for them to read and follows a timescale, as that will mean they can deal with it more quickly.
 
I occasionally do test posts when we make changes to the forum and then delete them right after. I pick posts at random so you probably got an automated notice :).
 
Hi,
Sorry I have been away for a while but health issues have kept me distracted since October 2015. Anyway, by way of an update, my local MP tried contacting the Ombudsman regarding this matter and didn't receive any reply. He wrote again and received a letter that was supposed to have been sent in reply to the first letter. This however just contained the same drivel they churned out to me.

In October my complaint was submitted to the Parliamentary Ombudsman by my MP, but I have yet to receive any update on that submission. Will post when I do.
 
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Firstly I would suggest you complain to the Independent Assessor, whilst he cannot change the decision of the OSC he can comment on other aspects such as Maladministration.
The next step, in my opinion is to complain directly to Ofcom in regard to the apparent lack of 'independence' of the OSC and the implications that the OSC appear to be 'passing off' offering a service that clearly does not exist, alternative dispute resolutions are required to be transparent and above all open and honest as well as being required to qualify and explain the decisions made and supply any evidence referred to as being used in their process, my experience of the OSC certainly denies this, decisions made in the OSC review were later changed or removed with no explanation offered and no attempt at rectification made.
I supplied Mark with a copy of the review by the Independent Assessor in my case, quite frankly, this beggars belief.
My complaint to the Parliamentary & Health Service Ombudsman (PHSO) is now in its final stages and likewise I intend to publish the eventual findings and hope others can benefit from my experiences.
In conclusion of this posting, in my opinion the OSC are not in a position to deal in any way with the complaint that BT are guilty of Maladministration, misdirection and telling lies rather than attempting to address serious complaints, this is true throughout the so called management of BT. I found that the OSC were as guilty as BT in every respect, confirmed by the Independent Assessor. I was lied to and had "false and misleading assertions" used in the so called final review, having complained to the senior management of the OSC they respond out of time and are not capable of answering emails or correspondence either completely or at all.
I asked Mark to let you have my contact details so that we might be able to exchange details of what has happened to us both and generally compare notes, I trust you still have my details from Mark.
 
I don't know what the problems you're having are, but if as I infer they're related to intermittent connectivity - repeated and/or prolonged periods of no service, then would it not simply be easier to migrate away and/or inform the supplier that they are in breach of contract, and invite them to sue you?

That way you can then move on with a different solution and leave the ball in their court. This would rely on you having detailed records which would prove to a court's satisfaction that the supplier was indeed of breach of contract, under the relevant legislation which states that the supplier must supply the services with "reasonable care and skill" or similar. If it went to court. Which is probably unlikely, but best to be prepared - as it sounds like you are.

I'm not sure what the point of these "ombudsman" type services actually is nor what they add to a consumer's rights.
 
I asked Mark to let you have my contact details so that we might be able to exchange details of what has happened to us both and generally compare notes, I trust you still have my details from Mark.

I did email you but I have't had a response.

I followed most of the avenues you suggesed above with the exception to getting in touch with the independant assessor - this was blocked by the OSC. My complaint is now with the parliamentary ombudsman and I'm currently trying to get an update.
 
Sorry but I have no email from you.
I believe that you can complain direct to the Independent Assessor (IA), as I did. I gave the OSC the chance to deal with my complaint 'in house' but they failed to address the issues either completely or in a timely manner. I believe, from memory, that I found details of the IA on the OSC web site under the heading of 'complaints about our service'. The very fact that the OSC have seemingly 'blocked' your complaint to the IA surely gives your complaint credence.
I believe that it will be worth your while sending a brief email to the IA and ask for his advice.
I will again attempt to send you my contact details which will include my telephone number.
 
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