Telecoms providers must offer access to approved ADR when complaints deadlock.
Content is for general information only — confirm deadlines with regulators and ombudsmen.
Key protections that often apply in this sector. Always check the latest official guidance.
EE must comply with Ofcom's General Conditions, specifically GC C4 on complaints handling. This means they must have a clear complaints code of practice, acknowledge your complaint, and work to resolve it. Their code must be easy to find on their website and available on request.
Communications Act 2003; Ofcom General Condition C4
Under Ofcom General Condition C5, EE must provide access to an approved Alternative Dispute Resolution scheme. If your complaint is unresolved after 8 weeks or EE issues a deadlock letter, you can refer your case to Ombudsman Services: Communications. EE must tell you about this right in their final response.
Ofcom General Condition C5
If EE participates in Ofcom's automatic compensation scheme, they must pay you compensation for delayed repairs beyond 2 working days, missed engineer appointments, and delayed activations of new services. Check whether EE is a current participant on the Ofcom website, as the scheme is voluntary for providers.
Ofcom automatic compensation scheme
If EE has signed up to Ofcom's voluntary broadband speed codes, they must give you a speed estimate at point of sale including a minimum guaranteed download speed. If your actual speed falls persistently below the minimum and they cannot fix it within 30 days, you may have the right to exit your contract without penalty.
Ofcom voluntary broadband speed codes
Typical stages for UK consumer complaints in this sector.
Contact EE through their complaints channels — phone (150 from an EE mobile), online chat, or post. Tell them clearly you want to make a formal complaint. Get a reference number. If your issue is about broadband speed, run speed tests at different times using a wired Ethernet connection and keep screenshots as evidence before you call.
If EE has not resolved your issue within a reasonable time, send a written complaint by email or through their online form. Reference your complaint number, attach evidence (speed test results, billing screenshots, contract documents), and clearly state what resolution you want. Ask for a written response to your specific points.
If EE refuses to resolve your complaint to your satisfaction, ask them for a deadlock letter confirming their final position. This allows you to escalate immediately to ADR without waiting the full 8 weeks. If they will not issue one, note the date of your original complaint — after 8 weeks you can escalate regardless.
Submit your complaint to Ombudsman Services: Communications (the ADR scheme EE belongs to). The service is free for consumers. Provide a clear timeline, attach all evidence, and explain what outcome you want. The ombudsman can order EE to apologise, take action, or pay compensation. Their decision is binding on EE if you accept it.
Bill shock from roaming, premium rate numbers, or data usage above plan limits. Charges appearing after a contract change or upgrade that were not clearly explained at point of sale. Disputes over early termination fees.
Download speeds consistently below the estimate given at sign-up, frequent disconnections, slow Wi-Fi performance, and long waits for engineer visits to diagnose line faults. Speed issues are sometimes related to the router or internal wiring rather than the EE service itself.
Poor signal in areas that EE's coverage checker showed as covered, dropped calls, slow 4G/5G data speeds, and coverage gaps that appear after signing a contract based on coverage promises.
Being told one price on the phone and receiving a different contract, confusion about what handset plan vs airtime plan includes, mid-contract price rises, and difficulty understanding the total cost of an upgrade deal.
Long hold times, being transferred repeatedly between departments, advisers promising callbacks that do not happen, and complaints being marked as resolved when the customer disagrees.
Delays in receiving PAC or STAC codes to switch away from EE, number porting taking longer than promised, loss of service during the switch, and final bills arriving with unexpected charges after leaving.
Citing Communications Act 2003 with your specific case details — editable before you send anything.
Suggestions are for guidance only. Always verify with official sources.
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