- Ofcom is the regulator: it sets rules, monitors the market, and acts against systemic problems, but it does not resolve individual disputes.
- Individual complaints are resolved by the provider and, if unresolved, by an approved ADR scheme such as CISAS.
- Ofcom uses complaints data and intelligence to decide where to investigate and enforce.
- Report a personal dispute to your provider and then ADR; contact Ofcom to flag market-wide concerns.
A common frustration is expecting Ofcom to step in and fix a personal broadband problem, then finding it does not work that way. Ofcom and the ombudsman do different jobs. Understanding the split, the regulator versus the individual dispute resolver, points you to the right place and saves wasted effort.
What Ofcom does
Ofcom is the communications regulator. It sets the rules providers must follow, monitors how the market performs, publishes data such as complaints figures and service-quality research, and takes enforcement action, including investigations and penalties, against providers that breach their obligations. Its focus is the system as a whole and patterns of behaviour, not the resolution of one customer's bill or fault.
What Ofcom does not do
Ofcom does not act as a referee for individual complaints. It will not get your specific fault fixed, secure your personal compensation, or order your provider to refund you. Those individual remedies come through a different route, the provider's complaints process and, if that fails, an approved alternative dispute resolution scheme.
Where individual complaints go
For a personal dispute, you complain to your provider first. If it is unresolved after six weeks, or you receive a deadlock letter, you take it to your provider's approved ADR scheme, such as CISAS, which can order remedies including compensation. This is the route that delivers individual redress, and it is free to use.
Ofcom versus the ombudsman
| Body | Role | When to use |
|---|---|---|
| Provider | First point for any complaint | Always start here |
| ADR (e.g. CISAS) | Resolves individual disputes | After six weeks or at deadlock |
| Ofcom | Regulates the market, acts on patterns | To flag systemic concerns |
How your complaint still helps
Even though Ofcom will not resolve your individual case, telling it about a problem is not pointless. Ofcom uses complaints intelligence and published data to spot patterns and decide where to investigate and enforce. So your individual redress comes through ADR, while flagging the issue to Ofcom contributes to the wider oversight that holds providers to account across the market.
Frequently asked questions
Does Ofcom resolve individual broadband complaints?
No. Ofcom is the regulator; it sets rules, monitors the market and enforces against systemic problems, but it does not resolve individual disputes. Personal complaints are handled by your provider and, if unresolved, by an approved ADR scheme such as CISAS.
What is the difference between Ofcom and CISAS for complaints?
Ofcom regulates the market and acts on patterns of behaviour across providers, while CISAS, an approved ADR scheme, independently resolves individual complaints and can order remedies such as compensation. For personal redress you use ADR; to flag market-wide concerns you tell Ofcom.
Will Ofcom help me get compensation?
Not directly for an individual case. Personal compensation comes through your provider's complaints process and, if needed, an approved ADR scheme, which can order remedies. Ofcom's role is to regulate and enforce across the market rather than to award you compensation.
How does Ofcom use complaints data?
Ofcom uses complaints intelligence and published figures to identify patterns and decide where to investigate and take enforcement action. So while it will not resolve your individual case, reporting a problem contributes to the oversight that holds providers to account.
When should I contact Ofcom about my broadband?
Contact Ofcom to flag systemic or market-wide concerns that may warrant regulatory attention. For your own dispute, start with your provider and, if unresolved after six weeks or at deadlock, go to your provider's approved ADR scheme for individual redress.
