What outcome are you asking the provider to consider?
Describe the problem, when it began and the result you want reviewed. For billing, identify the disputed item and period. For service, distinguish calls, messages and data, and give locations and times. Separate what you observed from your theory about the cause. Keep account details for the authenticated complaint channel.
Which evidence belongs in the record?
Retain the relevant agreement, statements, notices, dates and reference numbers. Link each screenshot to a specific event. Record promised updates and whether they happened. Avoid adding unrelated documents or other people’s personal information. A clear chronology helps a new case handler understand what has already been investigated.
What if ordinary support does not resolve it?
Use the provider’s current formal complaints procedure and ask for acknowledgement. If unresolved, consult its applicable independent dispute-resolution route and current eligibility rules. Ofcom provides guidance and uses complaint information, but general regulatory contact is not the same as a decision on your individual refund. Check the appropriate route for the particular service and circumstances.
What should stay separate?
Continue to distinguish the complaint from unrelated payments, account-security steps and any separate product. Changing provider does not automatically resolve the dispute. Keep the final statement and relevant correspondence after a transfer. popost can help explain how to organise the information, but cannot submit an official carrier case or decide compensation.
Official reference ↗ · Checked 16 September 2026.