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AOL Help: What stage of the complains process are you at?

Step 1: Member Services
Have you called Member Services? Contact us between 8am and 12 midnight on 0870 3 20 20 20.

Step 2: Supervisor
If you have called Member Services and remain dissatisfied, have you also spoken to a supervisor?

If not, please contact Member Services on 0870 3 20 20 20 and allow an appropriate agent another opportunity to resolve your query. If your query is still not resolved to your satisfaction, please request to speak to a supervisor. If a supervisor is not immediately available, an agent will be able to arrange for one to call you.

Step 3: Formal Complaint
If you are not happy with the response received from the supervisor, please submit a formal complaint by post.
-- What to include in your formal complaint

We aim to answer formal complaints within five working days of receipt.

Step 4: External Resolution
If you remain dissatisfied with the final resolution proposed by the Complaints Management Team on behalf of the Vice President of Member Services, you can seek an external resolution to the problem.

You can do this by contacting the Internet Service Providers Association, www.ispa.org.uk on 0870 0500 710. The ISPA will require confirmation that you have exhausted our internal complaint procedure. It will seek a review of the findings of the Member Resolutions team. If necessary the ISPA will mediate between you and AOL.

If this does not resolve your complaint, you or the ISPA can ask AOL to refer your complaint to the Communications and Internet Services Adjudication Scheme. This is an independent, Ofcom-approved service. Your statutory rights are unaffected and you can seek independent legal advice at any time.