Why this answer
What actually matters
- Ask whether the call, transcript or adviser notes are held.
- Compare the alleged representation with the contract summary and confirmation.
- A script can show expected process but not prove the actual conversation.
Important nuance
When the statement may have a point
- A clear recording or reliable transcript of the actual call can directly resolve what was said, particularly where it also matches the pre-contract documents and order record.
- Training material can provide useful context about the normal process, even though it does not by itself prove the content of one individual conversation.
What you could say
Keep the response tied to the actual rule.
Evidence
What to have beside you
- Contract/order summary and price information
- Bills and payment history
- Fault reports, outage records and engineer visits
- Complaint start date, final response/deadlock and ADR scheme details
If they still refuse
Move the dispute forward.
- Use the provider’s formal complaint route and preserve the complaint start date.
- Telecom ADR can normally become available after deadlock or once the applicable waiting period has elapsed.
- Ofcom is the sector regulator but is not normally the body that awards individual redress.
Read the full rules