We wanted to get in touch to let you know that, because we haven't been able to resolve your outstanding complaint, you can choose to refer your complaint to the Communications Ombudsman, which is an independent, free of charge, dispute resolution scheme, and ask them to look into your complaint.
Their contact details are:
PO Box 730
Phone: 0330 440 1614 (Monday to Friday, 8am to 8pm, and Saturday, 9am to 1pm)
Ombudsman Services: Communications may decide your complaint isn’t something that they’re able to deal with, but they’ll tell you if this is the case and explain why.
Chief Commercial Officer