Quote:
Originally Posted by Dephormation
Obliged except that the ISPA don't enforce their own code of practice. At least, not against their biggest fee paying member. 
The complaints procedure seems to be, complain to BT. After you fail to reach a satisfactory conclusion, your or BT refer the case (at their discretion presumably) to ISPA. ISPA immediately do a slopey shoulders and send you to something called OTELO that I've never heard of.
See this thread on BadPhorm |
That could get quite expensive for BT.
OTELO is an OFCOM approved Alternative Dispute Resolution (arbitration) service.
OfCom require communication providers to be a member of either OTELO or CISAS. Customers can complain to an ISP's ADR once their provider's internal complaint procedure has been exhausted (a deadlock letter is usually required, or else proof that the complaint has not been resolved within three months). The ADR's decision is binding on the ISP.
It is free for the complainant as the ISP picks up OTELO's case fees (was £325 per case in 2005 -
http://www.otelo.org.uk/downloads/Cu...Survey2005.pdf )
http://www.otelo.org.uk/pages/4howtocomplain.php