Thank you for your enquiry and your patience.
You should check the terms and conditions of your contract to find out what your cancellation rights are. It should say specifically ho you may go about cancelling. Usually however, if you are to cancel, you may find that you would be required to pay a fee for doing so. As you have had the service for 9 months, you would not be able to rely on the legal 14 days cooling off period as a means to cancel.
If the service is not improving I recommend going back to your service provider and asking for the email address for their complaints department. This will allow you to reduce your complaint to writing and have a record of the complaint made and any steps, if any they have made to address the problem. If after making the complaint they have failed to resolve the issue, or their attempts at doing so are inadequate, you may escalate your complaint to the ombudsman for services. Here are there details:
This is an independent body who will be able to look into complaints of this nature. If your complaint is found to be meritorious, they may the necessary recommendations to the service provider to have the issue resolved.
Can I clarify anything for you?
Hopefully, I have answered your query in a way that is simple and easy to understand. If anything remains unclear, I will be more than happy to clarify it for you. In the meantime, thank you once again for using our services.