In the codes of practice on the Wanadoo site there is a specific way of complaining. You must follow it to the letter to ensure your complaint is dealt with correctly. Send all complaints in writing by signed for receipt. If the dispute is not settled after 3 months you can complain to CISAS. You ask for a dispute code to forward to CISAS.
In my dispute as soon as 3mnths was up I asked for the code and bingo cheque arrived next day.
28. What to do if you are still not happy with Wanadoo
If during the process of investigating your complaint we reach a deadlock situation, we will confirm that there is nothing more we can do with respect to your complaint and we will provide you with a reference number. After this you may wish to refer the dispute further to the Communications and Internet Services Adjudication Scheme (?CISAS?).
Alternatively, if after 3 months, you have not received a satisfactory response from Wanadoo concerning your initial complaint, we will provide you with a reference number and you can refer the complaint further to CISAS.
CISAS is an independent alternative dispute resolution scheme run by the Chartered Institute of Arbitrators that deals with disputes of residential and small businesses. When your dispute goes through the scheme, a person called an independent adjudicator decides how to resolve it. Once the dispute has been referred to CISAS any goodwill offers made by Wanadoo concerning the complaint will become void.
To get further details on how to refer a dispute to CISAS please contact them on:
CISAS
c/o Dispute Resolution Services
The Chartered Institute of Arbitrators
12 Bloomsbury Square
London WC1A 2LP
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