The TIO provides a service for both consumers and service providers. We are committed to fostering and maintaining positive working relationships with all telecommunication service providers – the members of our scheme.

We are here to resolve complaints from consumers as quickly as possible; to work with you; help you improve your service; and reduce the complaints you receive.

We do this by:

• providing every opportunity for you to resolve your complaints with your customers
• making available regular detailed reports about the types of complaints you are receiving so that you can identify areas of improvement
• providing information about best practice complaint handling procedures and your legal obligations
• undertaking systemic investigations to identify problems that may affect many consumers and information about how to fix them
• regular updates informing you of changes in our processes and the law.

Member case study