ombudsman · Telecoms
Ofcom sets rules; approved ombudsman schemes resolve many deadlocked disputes.
Ofcom is the UK's communications regulator, but it does not resolve individual complaints like a court or ombudsman. Instead, Ofcom sets the rules that broadband, mobile, landline, and TV providers must follow — including how they handle your complaints and when they must offer you access to independent dispute resolution. This guide explains Ofcom's role, how the complaints system actually works, and how to get your dispute resolved.
Ofcom regulates the UK telecoms and broadcasting sectors. It sets General Conditions that providers must meet, monitors compliance, and can take enforcement action including fines. However, Ofcom does not investigate or resolve individual consumer complaints. Your complaint is resolved either by the provider or by an approved ADR scheme.
Communications Act 2003
There are two approved ADR schemes for telecoms: Ombudsman Services: Communications and CISAS (Communications and Internet Services Adjudication Scheme). Every provider must belong to one. The scheme your provider belongs to is stated in their complaints code and final response. Both schemes are free for consumers.
Ofcom General Condition C5
Some providers participate in Ofcom's voluntary automatic compensation scheme. Participating providers must pay compensation for: delayed repairs beyond 2 working days, missed engineer appointments, and delayed new service activations. Check Ofcom's website for which providers participate and current compensation amounts.
Ofcom automatic compensation scheme
Major providers signed up to Ofcom's voluntary broadband speed codes must give you a minimum guaranteed download speed at sign-up. If your actual speed persistently falls below this and the provider cannot fix it within 30 days, you may be able to exit your contract without penalty.
Ofcom voluntary broadband speed codes
While Ofcom cannot help with your individual complaint, you can still report issues to them. Ofcom uses these reports to identify patterns and decide where enforcement action is needed. Reporting a persistent problem helps other consumers even if it does not directly resolve your case.
Communications Act 2003
Follow their complaints code of practice. Ask for a reference number. Be specific about the problem and what you want them to do.
Tip: Check the provider's website for their complaints code — they are required to publish it.
Save speed test results (wired connection), fault reference numbers, engineer visit confirmations, bills, and all correspondence.
Tip: Run speed tests at different times using a wired Ethernet connection for the most reliable results.
If the provider will not resolve your complaint, ask for a written deadlock letter confirming their final position. This unlocks ADR without waiting 8 weeks.
Tip: Ask specifically for a deadlock letter — do not just accept a generic reply.
Find out whether your provider is a member of Ombudsman Services: Communications or CISAS. This is stated in their complaints code and final response.
Tip: You can also check on the Ofcom website.
File your complaint with the correct scheme. Provide a clear timeline, all evidence, and your desired outcome. The service is free.
Tip: The online submission form is usually the quickest route.
Even though Ofcom cannot resolve your individual complaint, reporting the issue helps them monitor provider performance and decide where enforcement is needed.
Tip: Use Ofcom's online complaint form at ofcom.org.uk.
Residential customer
ADR schemes primarily serve residential consumers. Small business customers may also be eligible depending on the scheme.
8 weeks passed or deadlock letter received
You must have given the provider a chance to resolve your complaint first.
Complaint is about a regulated service
Broadband, mobile, landline, and pay-TV services from Ofcom-regulated providers are covered. Unregulated services or content issues may not be.
Provider complaint resolution window
56 days · from Date formal complaint raised with provider
ADR referral eligibility
56 days · from Formal complaint (or earlier with a deadlock letter)
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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