Step-by-step escalation process

Our step-by-step escalation process is designed to allow issues to be resolved as soon as possible, and to ensure that ownership and responsibility is taken by frontline agents as close to the source as possible. If your problem is resolved before it becomes a formal complaint, you can rest assured that valuable feedback is still derived from your experience and is vital to the development of AOL Broadband. So you can make a difference even without making a formal complaint!

To ensure that your complaint is resolved, please follow this process. It is useful to keep a record of what representative you spoke to, when you spoke to them and what your perspective of the conversation was.

Step 1: Member Services

Call Member Services to enable an appropriate agent to resolve your issue.

Step 2: Supervisor

If the agent is unable to resolve your query to your satisfaction, ask to speak to a supervisor and allow them the opportunity to resolve your issue before you submit a formal complaint.

If you remain dissatisfied, then submit a formal complaint.

Step 3: Formal complaint

Submit a formal complaint by post.

Our Complaints Management Team, on behalf of the Vice President of Member Services, will receive your complaint. We aim to answer formal complaints within five working days of receipt.

Step 4: External resolution

Should our formal complaints procedure not resolve the matter to your satisfaction, you can refer your complaint to the Office of the Telecommunications Ombudsman (Otelo), of which AOL Broadband is a member. You can find out more about Otelo at http://www.otelo.org.uk.

You can refer to Otelo if either (i) you have received a 'deadlock' letter from our Complaints Management Team confirming that no resolution can be reached; or (ii) we have not reached an agreed settlement within two months (eight weeks) of receiving your complaint.

Please note that Otelo will not adjudicate in a matter where our formal complaints procedure has not first been exhausted.