They said this… · Telecoms & broadband

“We closed the complaint, so you cannot take it to ADR”

Generally incorrect

A provider closing its internal case does not itself remove an eligible consumer’s external ADR rights.

Not sure which right applies? Check your situation →

Why this answer

What actually matters

  • The relevant questions are deadlock, elapsed complaint time, scheme jurisdiction and referral deadline.
  • Keep the final response/closure message.
  • Check which ADR scheme covers the provider.

What you could say

Keep the response tied to the actual rule.

Evidence

What to have beside you

  • Contract/order summary and price information
  • Bills and payment history
  • Fault reports, outage records and engineer visits
  • Complaint start date, final response/deadlock and ADR scheme details

If they still refuse

Move the dispute forward.

  1. Use the provider’s formal complaint route and preserve the complaint start date.
  2. Telecom ADR can normally become available after deadlock or once the applicable waiting period has elapsed.
  3. Ofcom is the sector regulator but is not normally the body that awards individual redress.

Read the full rules

Go deeper before escalating.

Primary guideRead the detailed ConsumerWise guidance.Telecom complaintsRead the full guide.Billing disputesRead the full guide.Deadlock & ADRRead the full guide.