ISPA is the trade body for Internet Service Providers and primarily serves the interests of its members and the Internet industry. Companies who choose to become members of ISPA agree to abide by the ISPA UK Code of Practice
ISPA members' allegiance to the Code means that consumers can view the ISPA UK logo as a mark of commitment to good business practice.
Where a customer of an ISPA member has a complaint, ISPA can provide some assistance in resolving the dispute.
You can find whether your ISP provider is a member of ISPA by checking our Members list.
We mainly deal with broadband issues, so cannot help if your issue is regarding your telephone or website hosting.
Within the ISPA Code of Conduct are provisions for customers of ISPA Members to make a complaint about their ISP.
Please note that ISPA cannot become involved in complaints about ISPs who are NOT members of ISPA. ISPA strongly recommends that customers choose ISPs who ARE members of the Association. If you have a problem with an ISP which is not an ISPA member, we recommend that you contact Ofcom, one of two approved Alternative Dispute Resolution providers or your local Trading Standards office.
If you wish to make a complaint about an ISPA member, first read the text below.
Where a Customer or other third party (a Complainant) makes a complaint to a Member that the Member has acted in breach of the Code (a Complaint) the following procedure shall apply.
Where the Complaint is made to the Member, the Member shall use its reasonable endeavours to resolve the Complaint within ten working days of receipt, whether by email, letter, telephone call, or in person.
Where the Complaint is notified to the Secretariat, the Secretariat will direct the Complainant to contact the relevant Member direct if he has not already done so.
Where a Complainant informs the Secretariat that his Complaint has not been resolved to his satisfaction within the time-frame set out above, the Secretariat will:
(a) ask that the online complaint form be used (or a letter sent to the Secretariat if the Complainant’s Internet access is restricted)
(b) forward the Complaint to the relevant Member’s contact.
The Member shall respond to the Complainant directly within five working days seeking to offer a solution to the problem. If the Complainant remains unsatisfied, or has not been contacted by the Member after the specified time, the Complainant will be instructed to file a second complaint with ISPA.
Once a second complaint has been made, the Member shall either offer a solution to the Complainant or advise the Complainant that deadlock has been reached and to contact the appropriate ADR scheme for adjudication.
Deadlock will be considered to have been reached if the Member and the Complainant have reached an impasse on the negotiations and no further progress can be made.
Deadlock will automatically be considered to have been reached when a complaint has not been resolved within two months from the date of the original complaint from the Complainant to the Member. However, Complainants should not be made to wait two months as a matter of course and Members should declare deadlock and issue an ADR letter as soon as appropriate.
Prior to its resolution, the details of any Complaint to which the ISPA Complaints procedure has been applied shall be kept confidential by the Member unless published by the Complainant.
If the complaint is escalated to Ombudsman Services or CISAS, the ISPA Member shall provide the Complainant with an ADR letter and direct the customer to complete the Ombudsman Services or CISAS online application form.
An ADR letter must:
- be written in plain English;
- be solely about the complaint (i.e. you must not include any marketing messages or other information regarding the customers account activity in the same letter);
- inform the customer that they can use ADR, at no cost, if the complaint hasn’t been resolved to their satisfaction;
- give the contact details of your ADR scheme provider, as well as explaining that this is an independent service;
- be issued in hard copy, in an email, accessible via a permanent web-link or made available in any other durable medium; and
- keep a copy of the ADR Letter together with your reason for issuing it.
Referral to third party
Where a Complaint appears to fall within the ambit of a particular regulatory or self-regulatory body (such as PSA, Ofcom, Nominet or the IWF), the Secretariat or Council may refer the Complaint to that body.
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.