Your step-by-step guide to gathering the right evidence… And why filing it all up front makes all the difference!
A new handset arrives faulty. A broadband router won’t work out of the box. A parcel goes missing, or a business bill lands with charges you don’t recognise… and the provider’s reply leaves you no better off.
If you’ve hit a wall with a communications provider, 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 10 or more employees.
But here’s the thing every customer should know before they start: your claim is only ever as strong as the evidence you put in front of our Adjudicator. And there’s a point in the process (which we’ll explain below) where the door closes and no new evidence can be added. That’s why the single best thing you can do is gather everything and file it at the very start!
Why front-loading your evidence matters: the “Complete Complaint File”
When you bring a complaint to us, it moves through a set process. In short:
1. You submit your complaint with all your supporting evidence.
2. We check it’s something we can deal with, and register it if so.
3. The provider gets 28 days to respond: they can settle, raise a scope objection, or provide a written defence.
4. If they defend, you get one opportunity to comment, within a 14-day window. The provider then gets a single, final reply.
5. We declare a Complete Complaint File. From this point, no further information or evidence is accepted from either party.
6. A specialist Adjudicator issues a written decision within 60 days.
That fifth step is the one to circle.
Once your file is complete, the Adjudicator decides your case only on what’s already in it.
A receipt you meant to dig out, a photo still on your phone, the email you forgot to attach – if it isn’t in the file, it can’t be considered. A strong claim with a gap in the evidence can lose to a weaker one that’s fully documented. So treat your very first submission as your best and only shot, not a rough draft.
First, the Groundwork BEFORE you come to us…
A little prep protects your claim from falling at the first hurdle.
Before you escalate to us, make sure you’ve:
• Complained to the provider directly first – and either received their Final Written Response (a “Deadlock Letter”) or given them 8 weeks to respond
• Come to us within 12 months of their final response (or of your original complaint, if they never replied)
• Checked the provider is a Participating Member of CommsADR – we can only deal with complaints involving members
Here’s a tip most people miss: use those 8 weeks wisely!
While you wait for the provider, that’s your window to hunt down receipts, save photos, and pull together your paperwork – so that the day you’re eligible to escalate, your file is already complete.
The Evidence to Pull Together
Think of your file as telling the whole story of what went wrong, in documents. The stronger the paper trail, the easier it is for our Adjudicator to find in your favour. Aim to include:
The essentials – for every claim!
• Your account or customer reference number, and the name of the provider you’re complaining about.
• Proof of the contract or agreement: the order, tariff or service agreement showing what you signed up to.
• Relevant bills or statements, clearly showing the charges or period in dispute.
• All your correspondence with the provider: your original complaint, every reply, and the Deadlock Letter or final response.
• A clear written summary of what happened, in order, and exactly what resolution you’re asking for.
For faulty equipment
(Mobile handsets, broadband routers, cable & satellite TV equipment)
• Proof of purchase or supply of the device, showing when and how you got it.
• Photographs or video of the fault or damage, shown clearly.
• A description of the fault and when it appeared: straight away, or after a period of use.
• Any diagnostic or repair report you’ve had done.
• Receipts for replacement or remedial costs you had to pay.
For infrastructure & internal wiring
(Telegraph poles, phone masts, cabling & wiring inside your property)
• Photographs showing the location or installation you’re complaining about.
• Any notice, plan or survey you were given about the siting or work.
• Correspondence about the installation, including any permissions or objections raised.
For courier & postal services
• Proof of postage or dispatch, plus any tracking information.
• Evidence of the loss, damage or delay: including photographs of any damage.
• Proof of value of the contents: receipts or order confirmation.
For non-micro business billing disputes
• The disputed bills or statements, with the charges in question highlighted.
• The agreed tariff or contract you were signed up to.
• Usage, call or line records that support your version of events.
The information to spell out clearly:
Evidence tells the story; clear information helps us process your case without delay.
• Your full details and up-to-date contact information.
• The provider you’re complaining about, and your order or reference number.
• What went wrong, laid out clearly and in date order.
• The remedy you want: the refund, replacement, repair or other outcome you’re seeking.
• How you worked out any figure: for example, adding up the receipts behind the amount you’re claiming.
File it all at the start – don’t drip-feed!
It’s tempting to submit a quick complaint and “send the rest later.”…
Resist that.
Remember, once your Complete Complaint File is declared, the evidence window closes for good – and you typically only get one 14-day opportunity to respond to the provider’s defence. Every document you leave out is a point you may never get to make.
So put your strongest, most complete case forward from day one. A well-organised file – clearly labelled, in date order, with nothing missing – gives our Adjudicator everything they need and gives you the best possible chance of the outcome you’re after.
Your quick pre-submission checklist
☐ Complained to the provider and got a Deadlock Letter (or waited 8 weeks)
☐ Confirmed the complaint is a non-regulated matter under the Scheme Rules
☐ Confirmed the provider is a Participating Member
☐ Account/reference number and contract or tariff saved
☐ Bills or statements for the disputed charges attached
☐ All correspondence with the provider attached
☐ Photos / reports for any faulty equipment or damage
☐ Receipts for every cost you’re claiming
☐ A clear summary and the exact remedy you want
How do I get started?
Once your evidence is together, you can lodge your complaint with us for FREE in whichever way suits you – through our online portal, by post, or by phone:
> Start your complaint with CommsADR
> What to do before you come to us
Take a little time to read through our site so you understand the process and what’s required. Getting your evidence together at the start is what helps us deal with your complaint as quickly and fairly as possible!
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