CommsADR

• Premium Rate Services
• Quizzes and Competitions
• Subscription Services
• Video on Demand Services
• Pay-TV
• Chat Lines
• Adult Services
• Mobile Apps
• Charity Donations
• Voting (TV and Web)
• Gambling (Via Mobile Phone or App)
• Directory Enquiries (118 numbers) 

We cannot deal with your complaint if:

• You haven’t already made a complaint direct to the retailer/trader and either received a final response or at least 8 weeks has passed since you filed your complaint;
• The retailer/trader does not subscribe to our scheme

• Billing and customer service disputes for domestic and micro-business mobile phones and smartphones (contract and pre-paid)
• Billing and customer service disputes for domestic and micro-business landline (fixed line) telephones
• Billing and customer service disputes for domestic and micro-business broadband internet including mobile broadband (dongle)
• Wi-Fi services
• Dial up internet
• Problems which are already being dealt with by the courts or other complaints procedures
• PAY-TV

We have an obligation to process claims within 90 days of receiving the evidence from both consumer and comms provider. However, passengers typically receive their decision within 30 days.

The scheme is approved and regulated by Ofcom, the communications sector Regulator.

To file a Service Complaint click here.
Alternatively, all complaints should initially be addressed to:

Head of Service Complaints
CDRL
Stratford Office Village
Unit 12 Walker Avenue, Wolverton Mill
Milton Keynes
MK12 5TW

Complaints should be in writing and should provide full details of the complaint, including your complaint ID number and the name of the Complaint Handler/Adjudicator where possible/applicable.

To complain by post, please download a paper complaint form adjacent to this drop down menu. Once you have completed your complaint form, please return it to us at our registered office address (CDRL, 12/14 Walker Avenue, Wolverton Mill, MK12 5TW) along with any evidence in support of your complaint. We shall deal with your complaint entirely by post. This may cause some delays to our standard complaint handling timeframes as set out in our Scheme Rules.

Please refer to our Reasonable Adjustments Policy contained in our Scheme Rules. To make a reasonable adjustments request, please either write to us via our support centre, by post or by telephone at 0203 540 8063. We will only be able to accept telephone calls for genuine requests for reasonable adjustments.