Is there an ombudsman i can complain to about Sky?

[8monthsL8]

Basically I agreed  a price to rejoin sky via live chat and and then accepted that price, live chat cut me off at 7pm and I've since found out that the advisor has put my price up by £5 per month more than agreed. 

I've complained to sky but the complaints team are useless. I've said I don't want sky as they've changed the price without my knowledge and increased it by £5 per month on the already agreed price. 

Is there an ombudsman I can take my complaint to? 

[SKY1992bf]

@8monthsL8  Have you logged a formal complaint in writing 

https://www.sky.com/help/articles/how-to-make-a-complaint

details of the ombudsman are below but you can only go down this route once you have fully exhausted all of sky's complaints procedure 

you need to provide evidence to the ombudsman that the process has been completed by obtaining a deadlock letter from sky 

you can complain without the deadlock letter but must allow sky 8 weeks from acknowledging your complaint to try and resolve the issue 

https://www.ombudsman-services.org/

[PandJ2020]

When was this increase?

[Chrisee]

@8monthsL8 & @SKY1992bf following a recent briefing during a visit it was confirmed formal complaints dont have to be written and the complaint flag can be added by any Sky Customer agent  that starts the clock. Its probably worth geting confirmation that the issue is a formal complaint.

The Sky Complaints process incudes escalation to a formal Alternative Disputes Resolution provider (legal term for Ombudsman services) in Sky's case that is CISAS  and as @SKY1992bf explains you either need a dead lock letter or 8 weeks has passed. 

[8monthsL8]

A couple of days ago. I left sky and got some great offers to return back to sky of between 50% and 80% for various options such as kids, cinema, HD, uhd etc 

I took up the offers and the live agent agreed a price with me and I said I'm happy with the price, come 7pm live chat booted me (I'm guessing because they go offline at that time) the agent has then said the price is going to be more (but he sent that message after I was booted from live chat, he has then re activated my services despite me not agreeing to the extra £5 per month).

I just want sky to charge me the agreed price and I'm happy with the services etc, I'm not happy that they have cut me off live chat, then charged me more per month than what was agreed. I'm i being petty or should I stand my ground?  If I went to a restaurant and the menu said £10 for lasagne and then after ordering/eating the waiter said our prices have changed and its now £15 I don't think that is acceptable to change prices already shown/agreed is my point. 

Also thanks to everyone who has messaged. 

[Biffa]

(Removed)

the only way for your voice to be heard is to cancel all services, its when they will listen, easiest way change your package give it two days then cancel within the 30 days 

Moderator note: Removed unfounded allegations & incorrect information

[caesarome]

---

@Biffa wrote:

Sky are not subscribers to any complaints services so you cant take it further.

---

As explained above you can take it further:

https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice/

If your complaint remains unresolved after eight weeks, we’ll send you a written reminder of your right to go to CISAS.

By phone:
By textphone: 

By email:

By post:

Or you can visit the CISAS website.

[wiz2a]

CISAS is the body you can go to.  

[Hannah1886]

Don't bother taking your compliant to CISAS.

Sky are one of the providers who pay for this 'independent body' there is nothing impartial about them.

Everyone who I know who have used CISAS have always gone in favour of Sky. Why would they go against a company who helps pay towards their wages.

[Mark39]

---

@Hannah1886 wrote:

Everyone who I know who have used CISAS have always gone in favour of Sky. 

---

Perhaps that's because they've determined, from the evidence, that Sky are correct.

[Hannah1886]

True, or they have, in fact, not gone against the people who help pays their wages. Just a thought.