How do I make an official complaint.

[FrankT]

Hi,

I'm having problems receiving compensation from TalkTalk regarding a lengthy fault at my local exchange which led to me having no broadband for over three weeks.

Following various contacts with TalkTalk customer service I did manage to get a part payment, but it fell well short of what I am owed under OFCOM rules which are based on £8.40 per day.

On hitting a brick wall with customer service, I decided to wait to see what happened and after giving TalkTalk more than enough time to deal with this I decided to contact CEDR.

It seems that the error I have made is that my contact with TalkTalk has been classed under an "enquiry" rather than a "complaint", and although I have been told I have a valid claim under OFCOM rules, CEDR have said they can only get involved if eight weeks have expired after a "complaint" has been lodged, and that "enquiries" do not qualify.

What I would like to ask is how do I make an official complaint that will start the ball rolling so that I can either involve CEDR after eight weeks have expired, or request a deadlock letter should the complaint not get any results.

I find this forum gets much better results than the telephone helpline or online chat, and to be honest I really don't want to use telephone contact again as my experience of speaking to TalkTalk has been pretty horrendous.

Thanks for your help.

[ferguson]

@mike_971 

You have posted on a very old and dormant thread. Please start your own topic if you would like the support team here to look into this for you. They won't be able to get involved directly, but they should be able to check on the status and progress of your complaint. 

[mike_971]

I have made a complaint to yourselves but have no response either in compensation or in writing.

Only contact was by phone to complete that all is completed after internet up and running, terms were agreed at that time?

Complaint CMP-817589

[FrankT]

Hi,

I received an email today informing me that compensation has now been issued.

I really appreciate the help I have received on this forum and would like to thank Arne and Gliwmaeden2 for their help in sorting this out.

Best Regards.

[FrankT]

Hi,

The CICAS case being refered to is case number 644547, which is now closed, so this shouldn't stop TalkTalk from looking into this.

CICAS informed me that while I have got a valid claim, I only raised this with TalkTalk with what they class as a "query", and not a complaint.  They went on to say that they can only take on a case either eight weeks after the "complaint" or if a letter of "deadlock" is received as a result of the "complaint".

They informed me that I should raise the problem with yourselves as a complaint, and then involve CICAS should that yield no results.

 They said that CICAS could not get involved until these conditions were met, which is why I started this thread with the title "How do I make an official complaint", as I suspect I will need to involve CICAS at some point.

But just to clarify, my CICAS claim (644547) has been closed until it meets the criteria of a complaint, so can TalkTalk please investigate this or issue me with a letter of deadlock.

Thank you.

[Arne-TalkTalk]

Hi FrankT

Your account states we have received a case file from CISAS so we have to wait for their judgement, meaning we cant interfere with this. 

Regards.

[FrankT]

Thanks for the response.

I'm happy to wait for a few days, but would like some resolution as this problem goes back to April.

[Gliwmaeden2]

I'll re-escalate this thread for you, @FrankT, but staff don't work at weekends.  It may even be after the Bank Holiday before you hear back.

[FrankT]

Hi,

Since the initial response I received on 25/08/22 I have heard nothing.

Can I please be updated on the current situation regarding the compensation I should have received following a prolonged loss of my broadband service because of a fault at my local exchange.

If this cannot be done, then can you please provide me with a letter of deadlock so I can persue this through an outside service.

Thanks.

[FrankT]

I recieved your latest message.  Thanks for your help.

[FrankT]

Thanks, the second link worked.

I've entered the details required.

Thanks.

[FrankT]

Hi,

Thanks for the help.  I have clicked on the link in the PM, and for a few seconds it takes me to a page entitled "secure verification", but before I can enter any details another screen opos up with a message "Something went wrong.  Oops, you shouldn't be seeing this" (I've attached a screenshot).

I have tried on two different PCs, but keep getting the same result.   Is there something I'm doing wrong?

Thanks for your help.

[Arne-TalkTalk]

If you click on your Avatar at the top left, A menu will slide in, at the top right of that menu you will see an envelope, it should have red 1 by it, that will be my message.

[FrankT]

Hi,

Thanks for the fast response.

I reported the fault to TalkTalk on the 11th March, but I seem to recall the signal was repaired on 5th April 2022, but I'll check as it could have been the 6th.  I'm not sure if I have PMs enabled.  Could you let me know how I access them please.

Thanks for your help.

[Arne-TalkTalk]

Hi @FrankT

Was the fault 11th March till the 6th April?

I can help with this I first need to confirm some security questions

I have sent you a PM on the community

Regards