Complain about an ISP

Before completing this form it is necessary to read the Complaints Information.

Unfortunately we cannot process any complaints against ISP's that are not members of ISPA. While ISPA does have a Code which all our members agree to abide by, membership of the Association is voluntary and the Code does not cover non-member companies. (Please note that TalkTalk are not members of ISPA, to complain about their services, please contact Communications Ombudsman directly.)

When filling out the complaints form, please ensure to choose the correct name of the company you have a complaint with. If the name of the company is not listed, it is likely they are not a member of ISPA and we cannot process the complaint. Please contact ISPA for more details.

Is this your first complaint to ISPA regarding this case?

Have you waited 5 working days (Excluding Saturday, Sunday) after you submitted your first complaint?

First Complaint Form

Second Complaint Form

You are now about to file a second complaint with ISPA, which will also be passed to the ISP. Your complaint is now being escalated. Please allow five working days for them to respond to you. If you have first complained to your ISP more than eight weeks ago you can also contact Ombudsman Services or CISAS. Both are external adjudication schemes to resolve disputes between consumers and their ISPs. You can find which scheme your ISP belongs to by checking their websites. (All fields are mandatory)

Third Complaint Form

(All fields are mandatory)

Complainants Name:

Phone Number (Daytime):

Phone Number (Evening):

Complainants Email Address:

Complainants Postal Address:

ISPA Member the complaint concerns:

Main issue of your complaint:

Unable to connectIncorrect BillingPoor customer serviceTag on lineMAC codeMoving houseChanging ProviderCharged for cancelled serviceContract issuesLate provisionIncorrect connection speedNo response to initial complaintSolving of complaints take too longOffered compensation / resolution not receivedMiscellaneous

Have you attempted to contact the member directly to resolve the complaint OR Has the member tried to contact you since your first complaint to ISPA?
If so, what was their response?

Please provide below a detailed account of your complaint. You should include where possible account details and any reference numbers you have been assigned in the course of your complaint:

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Complainants Name:

Phone Number (Daytime):

Phone Number (Evening):

Complainants Email Address:

Complainants Postal Address:

ISPA Member the complaint concerns:

Main issue of your complaint:

Have you attempted to contact the member directly to resolve the complaint OR Has the member tried to contact you since your first complaint to ISPA?
If so, what was their response?

Please provide below a detailed account of your complaint. You should include where possible account details and any reference numbers you have been assigned in the course of your complaint:

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Complainants Name:

Phone Number (Daytime):

Phone Number (Evening):

Complainants Email Address:

Complainants Postal Address:

ISPA Member the complaint concerns:

Main issue of your complaint:

Have you attempted to contact the member directly to resolve the complaint OR Has the member tried to contact you since your first complaint to ISPA?
If so, what was their response?

Please provide below a detailed account of your complaint. You should include where possible account details and any reference numbers you have been assigned in the course of your complaint:

Site protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.