What evidence do you need to make a Communications Complaint?

When something goes wrong with a communications provider, it can be frustrating enough trying to get the problem resolved, let alone having to worry about making a case for your complaint later!

That’s why we’ve put together this short article to help you identify what evidence to gather in order to give your communications complaint the best chance of success – especially if you’re looking for a stress-free way to escalate matters out of court with an Alternative Dispute Resolution (ADR) scheme such as CommsADR!

So, what evidence do you actually need?

Read on to find out more!

By the way, if you have a non-regulated communications complaint…

CommsADR offers a FREE, independent route to a resolution – approved by Ofcom to settle non-regulated disputes between providers and their customers across the UK, whether you’re an individual consumer or a business with more than 10 employees.

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Start by telling the whole story

Even before we get to the actual proof you might need, it’s always beneficial to establish a clear timeline of events in your own statement. This will save you loads of time when filling out complaint forms – whether for the communications provider themselves, or for an ADR provider like us!

The strongest complaints are usually those with a clear picture of what happened from beginning to end:

1. What happened?
2. What did the provider say?
3. What went wrong?
4. What did it cost you?

You do not need to use complicated legal language!

A straightforward explanation supported by relevant evidence is much more useful than a long statement containing information that is not directly related to the dispute.

The essential evidence for most complaints

Whatever type of communications complaint you have, there are some documents and details that are always going to be useful. Let’s start with the basics!

1. Your customer/account details

Include:

• Your customer, account or order reference number
• The name of the communications provider
• Relevant dates
• Your contact details

These details help ensure your complaint can be matched to the correct account and records.

2. Your contract, order or agreement

If your complaint concerns something you were promised or agreed to, provide evidence of that agreement.

Depending on the situation, this could be:

• A contract or service agreement
• Pricing information
• Details of the service you agreed to
• Terms and conditions
• Any other written information you were given

This can be particularly important where there is a disagreement about the communications service you were supposed to receive or how much it should have cost.

3. Bills, invoices and statements

If you are disputing a charge, provide the relevant bills or account statements.

Where possible, identify exactly which charge, transaction, or billing period you are challenging. If your complaint involves several bills, putting them in date order can make the issue much easier to understand.

4. Your correspondence with the provider

Keep copies of everything you send and receive.

This could include:

• Emails or letters
• Complaint forms
• Screenshots of relevant online messages
• The provider’s Final Written Response or Deadlock Letter

If you spoke to the provider by telephone, make a note of the date, time, who you spoke to and what was discussed.

A clear record of your communications could help establish when you raised the problem and how the provider responded.

Evidence for faulty services, equipment or installations

If your complaint concerns a broadband, phone, mobile or TV service that is not working properly, photographs can be particularly useful.

Consider providing:

1. Photographs and videos

Take clear photographs showing:

• Photographs of damaged or faulty equipment
• Screenshots showing error messages or service problems
• Screenshots of your account or service status
• Speed-test results or other tests showing the performance of your service
• A short video demonstrating an intermittent or recurring fault

If the problem happens at particular times, keep a record of when it occurred and how long it lasted.

2. Inspection or engineer reports

If an independent engineer, inspector or other suitably qualified professional has examined the problem, keep their report.

Service records, repair notes and records of equipment replacement may also be relevant.

Evidence for billing and payment disputes

If your complaint concerns an unexpected, incorrect or disputed charge, gather evidence showing what you were charged and what you believe you should have paid for the service.

Useful evidence may include:

• Bills and account statements
• Payment records
• Screenshots of your account
• The tariff or price you agreed to
• Details of discounts, promotions or introductory offers
• Records of payments you have made
• Evidence of charges you did not recognise or agree to
• Information showing when a price or tariff changed
• Correspondence in which the provider explained the charge

The aim is to show not only what went wrong, but also the financial or practical impact it had on you.

What if you don’t have every document?

It’s not the end of the world! You can still make a complaint – or escalate with ADR schemes such as CommsADR – no matter whether you tick every box in this article, or none.

The whole point of evidence is that it serves to support your claim, and help prove what happened  – but that’s not to say that you wouldn’t have a strong case already with only a few important pieces of evidence!

Just provide what you do have and explain anything that is unavailable.

The most important thing is to be honest about what evidence is available and provide alternative supporting information where you can.

I have a non-regulated communications complaint! How do I get started with CommsADR?