Know your broadband rights
"From February 14, under new rules enforced by telecoms regulator Ofcom, all internet service providers will be required to give customers their Mac in writing within five working days, which should make switching much easier."
How to complain
"Consumers with complaints about their broadband provider should take them to the company. Follow its complaints procedure and allow three months for it to respond. If you are not happy with the response, or the company fails to get back to you within this time, or it sends a letter of 'deadlock' that states it is not taking your grievance further, you have six months to take your complaint to a dispute resolution body."
For more information about how to complain, including sample complaint letters, call Cisas on 020 7421 7432 or visit www.cisas.org.uk. For Otelo, phone 0845 050 1614 or visit www.otelo.org.uk.