- A complaint must go to the provider first, which is given the chance to resolve it.
- A deadlock letter, or eight weeks without resolution, opens the route to dispute resolution.
- Approved alternative dispute resolution schemes are CISAS and the Communications Ombudsman.
- The dispute resolution scheme is independent and can issue a binding decision with remedies.
- Ofcom approves the schemes but does not itself rule on individual consumer complaints.
Complain to the provider first. After a deadlock letter or eight weeks, refer the case to the approved scheme the provider belongs to, CISAS or the Communications Ombudsman, which can issue a binding decision.
Last reviewed: June 2026
The escalation pathway
Resolving a broadband complaint follows a defined pathway, and understanding the stages helps a customer use it effectively. The process always begins with the provider, which must be given the chance to resolve the issue. Only if that fails does the complaint move to an independent stage. This structure ensures providers have the opportunity to put things right, while giving customers a route to an independent decision when they cannot. Knowing the order of the stages, and what triggers each one, is the key to escalating a complaint successfully rather than getting stuck.
A common misunderstanding is that Ofcom itself resolves individual complaints. In fact, Ofcom approves the dispute resolution schemes and sets the rules, but the independent decisions on individual cases come from those schemes, not from Ofcom directly.
Stage one: the provider
The first stage is the provider's own complaints process. The customer raises the complaint, and the provider must handle it under its complaints procedure and the Ofcom rules that require fair and effective complaint handling. Setting out the issue clearly, with any evidence and a record of previous contact, gives the provider what it needs to resolve it. Many complaints are settled at this stage. Keeping a record of the complaint, including dates, names and what was agreed, is important, because it forms the basis for escalation if the provider does not resolve the matter.
| Stage | What happens | Trigger to move on |
|---|---|---|
| Provider complaint | Provider tries to resolve it | Deadlock or eight weeks |
| Deadlock letter | Provider says it cannot resolve it | Escalate immediately |
| Eight-week rule | Still unresolved after eight weeks | Escalate without deadlock |
| Dispute resolution | CISAS or Communications Ombudsman reviews | Binding decision issued |
Deadlock and the eight-week rule
Two things open the door to independent dispute resolution. The first is a deadlock letter: if the provider concludes it cannot resolve the complaint, or the customer asks for one and the provider agrees the complaint is deadlocked, the provider issues a deadlock letter that allows the customer to escalate immediately. The second is time: if a complaint remains unresolved eight weeks after it was first made, the customer can escalate even without a deadlock letter. Either route allows the customer to take the complaint to the approved dispute resolution scheme, and one of the two conditions must usually be met first.
The dispute resolution schemes
Independent dispute resolution for communications complaints is provided by approved alternative dispute resolution schemes. There are two: CISAS and the Communications Ombudsman. Every provider must belong to one of them, and which scheme applies depends on the provider. These schemes are independent of the providers and of Ofcom, and their service is free to the customer. They exist specifically to resolve disputes between customers and providers that the provider's own process could not settle, providing an impartial review and decision.
How the scheme process works
Once a complaint is referred, the scheme reviews the evidence from both the customer and the provider and reaches a decision. The customer submits their account and supporting evidence, the provider responds, and the scheme assesses the case against the relevant rules and what is fair. The process is designed to be accessible without legal representation. The time it takes varies with the complexity of the case, but the scheme works towards an independent decision that resolves the dispute, which is the outcome the escalation is aimed at.
What the schemes can award
An approved scheme can make a binding decision and order remedies appropriate to the case. Depending on the complaint, this can include requiring the provider to take a specific action, to correct an error, to allow the customer to exit a contract, or to make a payment such as compensation or a goodwill amount. The decision is binding on the provider if the customer accepts it, which gives the process real force. This is what ensures a valid complaint cannot simply be ignored, and it is the reason the escalation route is worth pursuing where a provider will not resolve a genuine issue.
What Ofcom does and does not do
It is worth being clear about Ofcom's role. Ofcom is the regulator: it sets the rules providers must follow, approves the dispute resolution schemes, and monitors complaint data and provider conduct across the market. It does not, however, resolve individual consumer complaints or award compensation in a single case. A customer with an unresolved complaint goes to the approved scheme, not to Ofcom, for an independent decision. Ofcom's market-level role and the schemes' case-level role work together, but they are distinct, and knowing the difference avoids directing a complaint to the wrong place.
Making escalation work for you
In summary, escalating a broadband complaint means complaining to the provider first, obtaining a deadlock letter or waiting until eight weeks have passed, and then referring the case to the approved scheme the provider belongs to, CISAS or the Communications Ombudsman. Keeping thorough records throughout strengthens the case, and the scheme's binding decision provides an independent resolution. Understanding that Ofcom regulates while the schemes decide individual cases ensures the complaint is taken to the right place at each stage, which gives the best chance of a fair outcome.
Building a strong case
The strength of a complaint at every stage rests on evidence and records. From the first contact with the provider, keeping a clear note of dates, who was spoken to, what was said and what was promised creates a timeline that is invaluable if the complaint escalates. Supporting evidence, such as wired speed test results for a speed complaint, a record of outages and reports for a service complaint, or copies of bills for a billing complaint, makes the case concrete rather than a matter of recollection. When a dispute resolution scheme reviews a case, it weighs the evidence from both sides, so a well-documented complaint carries more weight than an account from memory alone.
It also helps to be specific about the resolution sought. Stating clearly what outcome would resolve the complaint, whether a repair, a contract exit, a refund or compensation, focuses both the provider and any scheme on what is being asked for. A vague grievance is harder to resolve than a clear request backed by evidence, so framing the complaint precisely from the outset improves the chances of a satisfactory result at the earliest possible stage.
Frequently Asked Questions
What is a deadlock letter?
A deadlock letter is a communication from the provider stating that it cannot resolve a complaint, or agreeing that the complaint is deadlocked. It allows the customer to escalate to the approved alternative dispute resolution scheme immediately, without waiting for the eight-week period to pass.
How do I refer a broadband complaint to CISAS?
First complain to the provider and obtain a deadlock letter, or wait until eight weeks have passed without resolution. Then refer the complaint to the approved scheme the provider belongs to, which may be CISAS or the Communications Ombudsman. The scheme is free to the customer and reviews evidence from both sides before deciding.
What can CISAS award?
An approved scheme can make a binding decision and order remedies appropriate to the case, such as requiring the provider to take action, correct an error, allow a contract exit, or make a payment like compensation or a goodwill amount. The decision is binding on the provider if the customer accepts it.
When can I go directly to Ofcom?
Ofcom does not resolve individual consumer complaints, so a customer does not go to Ofcom for a decision on their case. Ofcom sets the rules, approves the dispute resolution schemes and monitors the market. Individual unresolved complaints go to the approved scheme the provider belongs to, not to Ofcom directly.
How long does the CISAS process take?
The time varies with the complexity of the case. After a complaint is referred, the customer submits their account and evidence, the provider responds, and the scheme assesses the case and reaches a decision. The process is designed to be accessible without legal representation, but more complex cases naturally take longer.
Which dispute resolution scheme does my provider use?
Every provider must belong to one of the two approved schemes, CISAS or the Communications Ombudsman, and which applies depends on the provider. The provider can confirm which scheme it belongs to, and this information is also part of the complaints information providers are required to make available.
