How we verify provider information

The problem with contact directories

Phone numbers go stale. Opening hours change. A provider switches ombudsman scheme or launches a new complaint portal. A directory that never checks its data becomes a source of frustration.

We treat verification as a process, not a one-off.

What we check

For each provider:

1. Official support page. The main contact page, its channels and its stated hours.
2. Complaint route. Whether the provider has a formal complaint form, a complaints team and a stated response time.
3. Regulator or ombudsman. Which scheme the provider belongs to and how to escalate.
4. Deadlines. The statutory or scheme deadline that applies in that country and sector.
5. Emergency details. Separate lines for gas, electricity, water and sewer emergencies.
6. Provider-specific FAQs. The questions that come up repeatedly in that market.

How we record it

Each listing has:

• A last-checked date.
• A confidence level (verified or provisional).
• A source list with links to the official pages.
• A short note in the admin log when a material change is made.

How often we re-check

The default review cycle is every 90 days. We shorten it for providers with frequent changes or safety-critical services. Corrections reported by readers are reviewed first.

What “verified” means

Verified means an editor opened the official source, confirmed the channel and the complaint route, and recorded the date. It does not mean the provider will answer the phone, honour a promise or resolve your complaint.

What we do not claim

• We are not the provider.
• We do not have a secret escalation line.
• We cannot guarantee a specific outcome.
• We do not publish unlisted personal emails or direct-dial numbers for executives.

Report an error

Use the contact page and include:

• The page URL.
• The detail that is wrong.
• The official page that shows the correct detail.
• The date you checked it.

We will review it and update the page if the evidence supports the change.