Talk Talk has a rather lengthy pdf on their website talking about their ‘complaints procedure.’ From what I’ve read here, it seems like a lot of you guys have gone past the ‘deadlock letter’ point and can now go on to the Ombudsman for resolution.
14. If you are dissatisfied with TalkTalk’s service We are committed to providing you with the best-value residential telecommunications service in the UK. We understand that faults can occur and, when they do, we want to correct them quickly. We offer a comprehensive complainthandling process to solve your problem as soon as possible. You should also use our complaint-handling process if you want to complain about any aspect of how we marketed or sold the service to you. When you call us, a customer service adviser will note the details of the problem and agree a course of action with you. Complex queries may take a little longer to resolve.
If you are unhappy with the response you receive, you may ask for the matter to be referred to a senior manager for further investigation. If we cannot resolve your problem, we will write to say so. This is sometimes called the ‘deadlock’ letter. When you receive this letter you have the right to refer your case to the Ombudsman (see ‘Resolving disputes’ below). Any unresolved complaints can be referred to the Ombudsman 12 weeks after being raised with us. You can find the Ombudsman’s contact details in section 10. The Ombudsman will want to ensure that you have followed our complaints process before contacting him. If this is not evident, he is likely to refer the matter back to us for resolution. If you receive the deadlock letter as described above, you must decide within six months whether you wish to refer the issue to the Ombudsman. Please note that the deadline for referring an issue is nine months after first making your complaint to us.
Even if you apply to the Ombudsman, you must still pay any amounts not in dispute. We are happy to work with other independent bodies, such as Icstis, Citizens Advice, Consumer Advice Centres and Trading Standards Departments.
The full document is here on their site (Beware, it’s a pdf)