How to complain about your mobile or broadband provider

Every phone and broadband provider in the UK must, under Ofcom's rules, publish a complaints code of practice and belong to one of two approved dispute schemes: the Communications Ombudsman or CISAS (run by CEDR). Like energy, telecoms complaints follow the 8-week rule. Once 8 weeks have passed since your first complaint, or the provider issues a deadlock letter, you can take the dispute to its scheme for free, and the outcome binds the provider if you accept it.

Which of the two schemes applies depends on your provider, not on you: check the provider's complaints code or the small print on a bill. Everything else about the process is the same either way.

The stages at a glance

01Stage 1: Formal complaint to your provider
Response: 8 weeks (about 40 working days)
Complain through the route in the provider's complaints code: in writing where possible, clearly labelled as a complaint, with your account number, what went wrong and what you want. Date it and keep it, because the 8-week clock starts here. If the provider decides it cannot resolve the complaint, it must issue a deadlock letter on request, which unlocks the dispute scheme early.
02Stage 2: ADR scheme (Communications Ombudsman / CISAS)
Free, independent adjudication. Bring the dispute within 12 months of the deadlock letter or the complaint arising, with your complaint history and evidence. The scheme can order apologies, service fixes, contract releases and financial awards. If you accept the decision the provider must comply; if you reject it, your legal rights are untouched.

The 8-week rule counts calendar weeks. TrackMyComplaints' template approximates it as 40 working days so the reminder fires around the right time. Note the date of your very first complaint carefully.

Rights that resolve many telecoms complaints on their own

Ofcom has put several automatic protections in place, so often you are asking a provider to honour one of these rather than exercise discretion:

Automatic compensation: for broadband and landline, fixed daily payments for repairs taking more than two full working days, missed engineer appointments and delayed activations, credited without you asking (for providers in the scheme).
Mid-contract price rises: if your provider raises prices in a way your contract didn't clearly set out in pounds and pence, you can usually exit without penalty within 30 days of being notified.
Switching: gaining-provider-led switching means your new provider handles the move, and failed or delayed switches fall under the compensation rules.
Ofcom itself does not adjudicate individual complaints; it monitors complaint volumes per provider and enforces the rules. Your route is the provider, then its ADR scheme.

What to keep as evidence

Telecoms disputes hinge on the service record and what was promised, so capture both as you go:

The date of your first complaint and its reference number; the 8-week clock depends on it.
Speed test results (dated, several across different days) for broadband performance disputes.
Fault reports, engineer visit dates, and any missed appointments; these drive automatic compensation.
Contract documents and the notification of any price rise, plus notes or transcripts of calls and chat sessions. Most providers let you download chat transcripts; do it before they expire.

Common questions

Which ombudsman covers my provider?

Every provider must belong to either the Communications Ombudsman or CISAS; the provider's complaints code of practice (on its website) or your bill says which. If in doubt, either scheme's website can confirm membership. There is no wrong first step: whichever scheme it is, the trigger is the same 8 weeks or a deadlock letter.

Can I leave my contract without an exit fee?

Sometimes. If the provider raises prices beyond what the contract clearly set out, you can normally exit penalty-free within 30 days of the notice. Persistent service failures can also justify exit: put the provider on written notice, give it a chance to fix the fault, and if it continues, argue the contract has been broken. The ADR scheme can order a penalty-free release.

Does Ofcom investigate individual complaints?

No. Ofcom sets and enforces the rules and publishes complaints league tables per provider, but individual disputes go to the provider and then its ADR scheme. Logging a complaint with Ofcom's monitoring form adds your case to the statistics, which has regulatory value, but produces no individual remedy.

How long do I have to escalate to the scheme?

Both schemes normally expect the dispute within 12 months. The safe reading: escalate promptly once you have a deadlock letter or the 8 weeks have elapsed. The evidence is fresher, and delay only helps the provider.

Track this complaint as you go

TrackMyComplaints comes with this exact stage structure as a ready-made template. Response deadlines are calculated in UK working days, and every letter, call and document stays on one timeline. Free, no card required.

Start tracking for free

Official sources

This guide is general information about complaint procedures in England, last reviewed 2026-07-16. It isn't legal advice; always check the organisation's own published policy.