- Since 8 April 2026 the threshold is six weeks: if a complaint is unresolved after six weeks, you can take it to an approved ADR scheme. This was reduced from the previous eight weeks.
- The six weeks run from when you first raise the complaint with your provider.
- A deadlock letter lets you escalate sooner, before the six weeks are up.
- A provider cannot defeat the rule by repeatedly extending timescales; the six-week clock still runs from your first complaint.
The complaint escalation rule is the backstop that stops a broadband complaint being strung out indefinitely. It guarantees that, no matter how a provider handles your complaint, you reach independent resolution within a defined time. The threshold used to be eight weeks; from 8 April 2026 Ofcom reduced it to six weeks, so consumers can escalate sooner. Understanding exactly when the clock starts, and that it cannot be reset, is what stops a provider running it down.
What the rule provides
The rule is simple: if your complaint to your provider remains unresolved after six weeks, you have the right to take it to an approved alternative dispute resolution scheme, an ombudsman, independently of the provider. This is a guaranteed escalation route that does not depend on the provider's cooperation, which is precisely why it matters. Many older guides still say eight weeks, but the current threshold is six.
When the clock starts
The six weeks run from the date you first raise the complaint with the provider. That is why it is so important to make and date your first complaint clearly, in writing, and to keep a record of it. Your dated first complaint is what fixes the start of the clock and your escalation date six weeks later.
The deadlock shortcut
You do not always have to wait the full six weeks. If the provider issues a deadlock letter, confirming its final position, you can escalate to the ombudsman straight away. So there are two routes to ADR: the deadlock letter at any point, or the automatic six-week threshold, whichever comes first.
The escalation timeline
| Point | What it means |
|---|---|
| Day you first complain | The six-week clock starts |
| Any time, with deadlock letter | Escalate to the ombudsman early |
| Six weeks unresolved | Automatic right to go to ADR |
If a provider drags it out
A provider cannot defeat the rule by repeatedly promising to look into it, extending timescales, or treating each contact as a fresh complaint to reset the clock. The six weeks run from your original complaint. If the provider keeps stalling, hold to that date, and once it passes, exercise your right to go to ADR regardless of what the provider says. Your dated complaint record is what protects you here.
Frequently asked questions
What is the 8-week broadband complaint rule?
It was the rule that let you take an unresolved complaint to an approved ADR scheme after eight weeks. Ofcom reduced this threshold to six weeks from 8 April 2026, so the current rule is a six-week rule: after six weeks unresolved, you can escalate to the ombudsman.
When does the 8-week period start?
The threshold is now six weeks rather than eight, and it runs from the date you first raise the complaint with your provider. Make and date your first complaint clearly, in writing, since that date fixes when the six-week clock starts and when you can escalate.
What can I do if 8 weeks pass and my complaint is unresolved?
You can escalate well before then: since 8 April 2026 the threshold is six weeks. Once your complaint is unresolved after six weeks, take it to your provider's approved ADR scheme, which independently reviews it for free and can order remedies the provider must honour.
Can I go to CISAS before 8 weeks?
Yes. The automatic threshold is now six weeks, not eight, and a deadlock letter lets you escalate even sooner. If the provider issues a deadlock letter confirming its final position, you can go to the ombudsman straight away, before the six weeks are up.
What if my ISP keeps extending timelines past 8 weeks?
A provider cannot defeat the rule by repeatedly extending timescales or treating each contact as a fresh complaint. The six-week clock runs from your original dated complaint, so hold to that date and exercise your right to go to ADR once six weeks pass, regardless of the provider's stalling.
