Home > About > Help with complaints and individual advice
Choose is a consumer information and comparison service. While we can't provide one-to-one advice or intervene with service providers on your behalf, we can help by pointing you to the right organisations for complaints, disputes and independent advice.
This page explains where to go if you need help beyond the information we provide on Choose.
Choose publishes independent guides and comparisons to help people understand products, services and consumer rights.
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Our role is to provide clear, general information, not personalised advice or case handling.
If you're experiencing a problem with a service provider - such as a broadband company, mobile network, energy supplier or bank - the first step is usually to contact the company directly.
All regulated providers must have a formal complaints process. You can ask for details of this process using the provider's standard contact methods.
In many cases, issues are resolved at this stage without the need for third-party involvement.
If a complaint hasn't been resolved after eight weeks, or if the provider issues a deadlock letter sooner, you may be able to escalate the issue to an independent ombudsman or Alternative Dispute Resolution (ADR) scheme.
These organisations review both sides of a dispute and make an independent decision.
Handles complaints about banks, insurers and other financial firms.
Phone:
0300 123 9 123 or 0800 023 4567
Monday to Friday: 8am to 8pm
Saturday: 9am to 1pm
Email:
[email protected]
Website:
financial-ombudsman.org.uk
Handles disputes with broadband and mobile providers, including Sky, TalkTalk, NOW Broadband, Vodafone and Zen Internet.
Phone:
020 7520 3814
Email:
[email protected]
Website:
cedr.com/consumer/cisas/overview
Handles disputes with communications providers such as BT, Virgin Media, O2, EE, Plusnet, Three, Hyperoptic, KCOM, Rebel Internet, Utility Warehouse, Direct Save Telecom and Community Fibre.
Also covers complaints relating to energy providers.
Phone:
0330 440 1614
Monday to Friday: 8am to 8pm
Saturday: 9am to 1pm
Website:
ombudsman-services.org
If you need independent, one-to-one advice, the following organisations may be able to help.
Provides free, confidential and impartial advice on consumer issues, benefits, housing and financial problems. Their consumer service can help explain rights, complaint options and next steps when dealing with service providers.
Website: citizensadvice.org.uk.
Provide free legal advice to people who can't afford to pay for a solicitor.
Law Centres may be able to help where problems with bills, debt or service providers have escalated into legal issues, such as:
Support is focused on practical legal rights and outcomes rather than general guidance.
Website: lawcentres.org.uk.
Provides specialist advice and support relating to housing and homelessness.
Shelter may be relevant where issues with utilities, energy debt or other household services are affecting someone's housing situation, including:
Advice is tailored to housing rights and practical steps to stay safe and secure.
Website: shelter.org.uk
Offers free, confidential debt advice for individuals with personal debt, including help with budgeting, repayment plans and dealing with creditors.
Website: stepchange.org.
Provides free, independent debt advice for people who are self-employed, small business owners, or company directors dealing with business-related debt.
Business Debtline can help where other debt services may not be able to advise, including situations involving:
Website: businessdebtline.org