What stage of the complaints process are you at?

Step 1: Member Services

Contact Member Services.

Step 2: Supervisor

If you have called Member Services and remain dissatisfied, have you also spoken to a supervisor?

If not, please contact Member Services and allow an appropriate agent another opportunity to resolve your query. If your query is still not resolved to your satisfaction, please request to speak to a supervisor. If a supervisor is not immediately available, an agent will be able to arrange for one to call you.

Step 3: Formal complaint

If you are not happy with the response received from the supervisor, please submit a formal complaint by post.

-- What to include in your formal complaint

We aim to answer formal complaints within five working days of receipt.

Step 4: External resolution

If you remain dissatisfied with the final resolution proposed by the Complaints Management Team on behalf of the Vice President of Member Services, you can seek an external resolution to the problem.

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.