- Under the automatic compensation scheme, a missed engineer appointment triggers a set payment from participating providers.
- The set amount for a missed appointment is £32.31, in force from 1 April 2026 and uprated each April in line with CPI.
- An appointment missed or cancelled at short notice generally counts; the scheme defines the qualifying conditions.
- If the provider disputes that the appointment was missed, your dated record is the evidence that settles it.
A missed engineer appointment is more than an annoyance; it is one of the specific failures the automatic compensation scheme is designed to penalise. If your provider participates, you should be paid a set amount when an engineer does not turn up as agreed. Knowing the rule, and keeping a record, ensures you actually receive what you are owed.
What triggers the payment
The automatic compensation scheme pays a set amount when a booked engineer appointment is missed, or cancelled with less than the required notice. The payment is per missed appointment and is intended to compensate you for the wasted time of waiting in. Because it is automatic, a participating provider should apply it without you having to ask.
The amount
The per-missed-appointment figure is set by Ofcom under the scheme. It has been uprated over time, so rather than rely on an out-of-date number, confirm the current amount from the official scheme information. As a guide, recent figures for a missed appointment have been £32.31 (the rate in force from 1 April 2026, uprated each April in line with CPI), but treat that as indicative and verify the live rate.
What counts as missed
Generally, an appointment counts as missed if the engineer does not attend as arranged, or if the appointment is cancelled at short notice within the scheme's defined window. There are qualifying conditions, so the precise definition matters. If you were given no appointment at all, or it was rearranged with adequate notice, the position can differ; check the scheme's terms for your situation.
The trigger and process
| Element | Detail |
|---|---|
| Trigger | Engineer misses or short-notice cancels an appointment |
| Amount | Set per-appointment figure (verify current rate) |
| How paid | Automatically by participating providers |
| Your record | Date and time of the booked appointment |
If the provider disputes it
Disputes usually come down to whether the appointment existed and was missed. Keep a record of the booked date and time and any confirmation you received. If the provider claims the engineer attended or that there was no appointment, present your evidence and raise a formal complaint. If it remains unresolved after six weeks or at deadlock, ADR can order payment.
Frequently asked questions
What compensation do I get if the engineer does not turn up?
If your provider participates in the automatic compensation scheme, a missed engineer appointment triggers a set payment per missed appointment, paid automatically. The amount is set by Ofcom and uprated over time, so confirm the current figure from the official scheme information.
How much is the missed engineer compensation?
It is a set per-appointment amount under the scheme, which Ofcom periodically uprates. Recent figures have been £32.31 (the rate in force from 1 April 2026, uprated each April in line with CPI) for a missed appointment, but treat that as indicative and verify the current rate from the official source.
Does the compensation apply if I was given no appointment?
The scheme has defined qualifying conditions, and the position can differ if you were never given an appointment versus one that was booked and then missed. Check the scheme's terms for your specific situation, and raise it with the provider if you believe a payment is due.
How do I claim missed engineer compensation?
For participating providers it should be paid automatically without a claim, usually as a bill credit. If it does not appear, raise it with the provider using your record of the booked appointment, and escalate to ADR if it is not resolved after six weeks or at deadlock.
What if my ISP says the engineer did attend?
Present your evidence, the booked date and time and any confirmation you received, and raise a formal complaint. If the dispute is not resolved after six weeks or you get a deadlock letter, take it to your provider's approved ADR scheme, which can order payment.
