If after the appropriate reply time your bank/provider has either not responded to you or responded but denied your complaint and claim then action the following steps:
STEP 1 - Within your account click the "Your Notes" tab.
STEP 2 - Type the regulator's name within the "Regulator Search" box.
STEP 3 - Click the "Generate Letter" button. Your regulator letter will now be in "Your Documents"
Simply click the Regulator link below.
Complete the appropriate regulator sign-in process then upload and add the regulator letter together with a copy of the bank/provider letter and reports.
It is also advisable for peace of mind to print off a copy of the regulator letter & bank/provider Report/s and simply post it to the regulator. In addition, you can also email them directly with your reports.
If you require further HELP click the support email and generate a ticket, play the audio button at the bottom of the page, or check out the video section.
OFCOM Complaints Portal - CLICK.
OFCOM Contact Email/Address: CLICK.
OCC Support firstname.lastname@example.org