Hello,

New to the forum so apologies if this has been answered many times before:

I'd like to make a complaint regarding an 0870 number -basically I called a number on a card left by AMTRAK delivery service, as the card instructed that I could not collect my parcel from their depot without prior arrangement by telephone. Was on hold for 25 mins, gave up. Tried again next day, on hold 35 mins and gave up again. All calls within their office hours on the card I received. Later discovered that they had been closed for an English public holiday (I live in Scotand, the office I was calling was in Scotland). Regardless of the PH the automated message kept reassuring me that I was on hold, my call would be answered shortly etc etc...

I have written a letter of complaint to their head office, but no reply. So I think this should go to some ombudsman or something. But oftel now part of ofcom and no categories for this type of complaint seem to exist on their website.

So really my question is, is there a specific ombudsman to whom I should direct this complaint? I know its small change but I am annoyed enough to write another angry letter!

Thanks, appreciate any suggestions made.

this url will take you to the site I am not sure how helpful they are but it may be fruitful to contact otelo on Monday and see if you can find out there telecom provider

Also contact icstis and ofcom it is not the oficial route but in my experience if you are lucky enough to be connected to a savy operator they may help you further.

http://www.otelo.org.uk/
www.ofcom.co.uk
www.icstis.co.uk

We receive a lot of emails and letters about complaints we cannot help with.



Please remember that there are rules about when we can accept a complaint. If after looking through the website you remain unsure if your complaint is one that we can handle, please give us a call, Monday to Friday 9am - 5pm

If you contact us please provide your name and your postal address.



Our Address

Otelo, PO Box 730, Warrington, WA4 6WU



Our email address is:

enquiries@otelo.org.uk  



Our phone number is:

0845 050 1614



Our regional phone number is:

01925 430 049



Our textphone number is:

18001 0845 051 1513 or 18001 01925 430886



Our fax Number is:

0845 050 1615 or 01925 430059

There is no ombudsman you can go to directly as thanks to the complete and utter shambolic incomptetence of the UK telecoms regulator Ofcom it is actually legal for Amtrak to rip you off in this way with no need to state that the call is excluded from bundle minute call packages and the standard UK national call rate and no limit on the length of the calls.

I would try the following:-

1. Write to your MP the easy way online using www.writetothem.com complaining that you believe the UK telecoms regulator Ofcom is failing in its primary duty to Parliament to protect the best interests of UK Citizen Consumers as specified in Section 3 (i) of the Telecommunications Act 2003.

2. Tell your MP you have contacted Ofcom about this and their contact centre has told you they have no power to limit the length of the calls or force the company to disclose these are covert premium rate numbers.

3. Tel your MP you want to lodge a compliant via him with the Parliamentary & Health Service Ombudsman about Ofcom's continued failure to protect your interest as a citizen consumer by not ensuring competition in the telecoms market place that ensures you can call this courier at a normal telecoms rate and not ensuring that that this courier is incentivised by the charging structure used not to keep you waiting (eg if they were fined if customers were kept waiting more than a minute).

The only body that has any power to investigate and take action against Ofcom over its continual failure to protect UK Citizen Consumers is the Parliamentary and Health Service Ombudsman.  Although at the present time sadly they use an 0845 number for contact by the general public. :o >:( :'(