Are our decisions legally binding?

Yes, our decisions are binding on Service Providers if the decision is accepted by you – this means that they have to comply with our decision. However, our decisions are not binding on you as the customer and you do not have to accept if you do not wish to.

Please note, that for a decision to be binding on the Service Provider, you must accept the decision within 20 working days from the date that the decision was notified to you.