Broadband complaints go unresolved

Fifty-four per cent of complaints lodged by customers with their ISPs go unresolved, according to research.

A survey of 4,000 broadband customers by BroadbandChoices.co.uk found that many customers didn't even bother to complain to their ISP when they encountered problems because they thought it wouldn't make any difference.

Forty-seven per cent of respondents were also unaware of the existence of a Code of Practice governing how communications companies handle complaints.

"We found a distinct lack of awareness among broadband users of the proper way to ensure their complaints are taken seriously," said Michael Phillips, product director at BroadbandChoices.co.uk.

"It is clear that more needs to be done to empower consumers and ensure that they have the confidence and the know-how to escalate their dispute to a satisfactory conclusion," he continued.

The company advised that customers with a complaint should make it in writing after first approaching the company to get official information about complaint procedures.

Complainants are also recommended to make logs of any phone calls made to the company and to keep all bills and bank statements.

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