Key takeaways
If you have a problem with your broadband provider, follow the formal complaints process first: contact customer services, escalate to a formal complaint, and allow up to eight weeks for resolution.
After eight weeks without resolution (or if you reach deadlock earlier), you can take your complaint to an independent ADR (Alternative Dispute Resolution) scheme -- either the Communications Ombudsman or CISAS. These are free for consumers.
Ofcom approves both ADR schemes and requires all broadband providers to belong to one. You can check which scheme your provider belongs to using Ofcom's ADR checker.
ADR schemes can award compensation, order a service fix, or require the provider to take other remedial action. Their decisions are binding on the provider if you accept them.
Ofcom itself does not investigate individual complaints but uses complaint data to monitor providers and take regulatory action. Report serious issues to Ofcom at ofcom.org.uk.
Reviewed: June 2026Key facts
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Step 1: Contact your provider's customer services
The first step for any broadband complaint is to contact your provider's customer services and explain the problem clearly. Keep a record of when you called, who you spoke to and what was said or agreed. Most problems -- billing errors, speed issues, equipment faults -- can be resolved at this stage.
Be specific: tell the agent what the problem is, when it started, what you have already tried, and what resolution you want (a fix, a refund, compensation, or all three). If the agent cannot resolve it immediately, ask for a timescale and get a reference number.
Step 2: Raise a formal complaint
If customer services does not resolve your issue, raise a formal complaint with the provider. Ofcom requires all broadband providers to have a complaints code of practice that sets out the process. This must include contact details for making a formal complaint (phone, post and email or webform), the steps the provider will take to investigate, and the timescale for resolution.
Ask for the formal complaint in writing. Request a complaint reference number. Keep copies of all correspondence. The provider must take prompt and active steps to investigate your complaint and tell you the outcome.
Step 3: Escalate to an ADR scheme
If your complaint is not resolved after eight weeks, or if the provider tells you they cannot resolve it (a 'deadlock' letter), you can take it to an independent ADR scheme. You do not need to wait eight weeks if the provider issues a deadlock letter -- you can go straight to the ADR scheme.
Ofcom has approved two ADR schemes for the telecoms sector: the Communications Ombudsman and CISAS (Communications and Internet Services Adjudication Scheme). Every broadband and phone provider must belong to one of these schemes. Check which your provider uses on Ofcom's website or ask your provider directly.
| ADR Scheme | Website | Covers | Cost to consumer |
|---|---|---|---|
| Communications Ombudsman | commsombudsman.org | Phone, broadband, TV | Free |
| CISAS | cisas.org.uk | Phone, broadband, internet | Free |
What ADR schemes can do
ADR schemes act as an independent adjudicator between you and your provider. They review the evidence from both sides and reach a decision they consider fair. If the decision goes in your favour and you accept it, the provider is legally bound to comply. If you do not accept the decision, you remain free to pursue other legal routes (such as small claims court).
ADR schemes can award monetary compensation, require the provider to fix the problem, require the provider to issue an apology, or require any other remedial action considered appropriate. The maximum compensation ADR schemes can award is typically 10,000 pounds.
What Ofcom does with your complaint
Ofcom does not investigate individual consumer complaints -- it is a regulator, not a complaints handling body. However, Ofcom collects and publishes quarterly data on the volume of complaints received about each provider. If a provider receives a disproportionate volume of complaints, Ofcom may launch an investigation and take regulatory action. Reporting your issue to Ofcom (even if they cannot resolve it individually) contributes to this monitoring. Report at ofcom.org.uk.
Automatic compensation -- check if it applies
Before going through the formal complaints process, check whether Ofcom's automatic compensation scheme covers your situation. Delayed service starts, missed engineer appointments and delayed fault repairs all trigger automatic compensation without you needing to make a complaint. See the broadband automatic compensation guide for amounts and eligibility.
Related guides
Disclaimer: This guide is for informational purposes only. Kael Tripton Ltd is not regulated by the FCA and does not provide financial advice. Telecoms information is sourced from Ofcom, the UK communications regulator. Always verify current information at ofcom.org.uk.
Frequently asked questions
How do I complain about my broadband provider?
Contact your provider's customer services first and explain the problem. If not resolved, raise a formal complaint and get a reference number. If still unresolved after eight weeks (or if the provider issues a deadlock letter), escalate to the Communications Ombudsman or CISAS -- both are free ADR schemes approved by Ofcom.
What is an ADR scheme for broadband?
ADR (Alternative Dispute Resolution) schemes are independent bodies that adjudicate complaints between consumers and communications providers when the provider's own complaints process has failed to resolve the issue. Ofcom approves two schemes: the Communications Ombudsman and CISAS. Both are free for consumers. Their decisions are binding on the provider if you accept them.
How long does a broadband complaint take?
Providers should resolve complaints promptly. After eight weeks without resolution, you can escalate to an ADR scheme. ADR investigations typically take six to twelve weeks. Total time from initial complaint to ADR resolution is therefore potentially four to five months in complex cases.
Can Ofcom resolve my broadband complaint?
No. Ofcom is a regulator, not a complaints handler -- it does not investigate individual consumer disputes. Your route for individual resolution is the provider's formal complaints process followed by the Communications Ombudsman or CISAS. Reporting to Ofcom contributes to its monitoring data and may trigger regulatory action against providers with high complaint volumes.
How much compensation can an ADR scheme award?
ADR schemes can award monetary compensation up to approximately 10,000 pounds. They can also order the provider to fix the problem, issue an apology, or take other remedial action. The amount of compensation awarded depends on the nature of the complaint and the loss or inconvenience suffered.
What is a deadlock letter?
A deadlock letter is formal written confirmation from your provider that they have investigated your complaint and are unable to resolve it to your satisfaction. Receiving a deadlock letter allows you to escalate to an ADR scheme immediately, without waiting for the full eight-week period to expire.
Which ADR scheme does my broadband provider belong to?
Use Ofcom's ADR checker at ofcom.org.uk to find which scheme your provider belongs to. Your provider is also required to state which ADR scheme they belong to in their complaints code of practice and on every bill.
What if my broadband complaint is about a speed that is lower than advertised?
Ofcom has a voluntary Code of Practice for broadband speeds. If you are not getting the minimum guaranteed speed stated in your contract, your provider must offer to fix the problem. If they cannot fix it within 30 days, you have the right to exit the contract without an exit fee. Raise this explicitly with your provider and reference the broadband speed code.
