Complain to Plusnet
UK broadband and home phone provider
TelecomOr start with what went wrong:
After 6 weeks (or a deadlock letter), the Communications Ombudsman can step in for free.
Contact emails
complaints@plus.net
Complaints
feedback@plus.net
Customer Service
Plusnet handles complaints through its official online form.
Common Plusnet complaints
Know your exact situation?
Step-by-step guides for the most common Plusnet disputes - the law that applies, deadlines, and a template letter for each.
Plusnet ombudsman & regulator routes
Which ombudsman handles Plusnet complaints?
Communications Ombudsman (Ombudsman Services). Once Plusnet’s own complaints process is exhausted (after 6 weeks or a deadlock letter), you can take your complaint there for free. Go to the ombudsman. Read our guide to telecoms ombudsman schemes.
Can you complain to Ofcom about Plusnet?
Not for individual disputes: Ofcom sets the rules for the sector but does not resolve personal complaints or award compensation. Complain to Plusnet directly first and keep written records, then escalate to the Communications Ombudsman (Ombudsman Services) if it stays unresolved after 6 weeks or you receive a deadlock or final-response letter. You can still report Plusnet to Ofcom to flag systemic problems, but that will not get your own money back.
Laws that protect you
Consumer Rights Act 2015
Services must be performed with reasonable care and skill.
Ofcom General Conditions
Rules for contract changes, billing accuracy, and switching.
Communications Act 2003
Regulatory framework for electronic communications services.
Tips for Plusnet complaints
- Document all service outages with dates and times
- Keep records of all billing statements
- You can exit contracts penalty-free if terms change significantly
- Ofcom has automatic compensation rules for some issues
- Go to your provider’s ADR scheme after 6 weeks, or sooner with a deadlock letter
If Plusnet doesn't respond
- 1
Customer Service
6 weeks from your first complaintContact your provider’s customer service team
- 2
Formal Complaint
Submit a formal complaint: providers must log it and give you a reference number
- 3
Ombudsman Services
6 weeksFree escalation to your provider’s ombudsman after 6 weeks or deadlock
Visit website - 4
Contact emails
complaints@plus.net
Complaints
feedback@plus.net
Customer Service
Plusnet handles complaints through its official online form.
When you can escalate
6 weeks
If Plusnet hasn’t sorted it within 6 weeks, or sends a final response sooner, you can take it to the Communications Ombudsman (Ombudsman Services).
Ready to fight back?
Create a professional, legally-backed complaint in minutes.
Start my Plusnet complaintFree to start • No credit card required
Frequently asked questions
Tools & guides for your Plusnet complaint
Free calculators and explainers that strengthen the case you make to Plusnet.
- Loyalty penalty calculatorCalculate how much you’re overpaying.
- Consumer rights checkerFind the laws that back you up.
- Am I entitled? Quick quiz60 seconds to know if you’ve got a case.
- Case strength quizCheck if your complaint has legs in 30 seconds.
- Broadband speed complaint generatorGenerate a complaint for slow or unreliable internet.
- Broadband speed compensation checkerNot getting the speed you pay for? Check your exit rights.
- Energy price cap 1 January 2027: what to do before it changesOfgem announces the January 2027 price cap by 25 November. How to protect yourself at the changeover: the 31 December meter reading, your direct debit and credit balance.
- Christmas order not delivered in time? Your rightsThe retailer, not the courier, must deliver. Under the Consumer Rights Act the default is 30 days, and an agreed date lets you cancel. How to get a refund before Christmas.
- Telecoms ombudsman: escalate after 6 weeks, not 8Ofcom cut the telecoms ADR wait from 8 weeks to 6 on 8 April 2026. When you can escalate a broadband or mobile complaint, to which ombudsman, and how to skip the wait.
- 0% VAT on electricity from 1 October: check your billVAT on household electricity drops to 0% from 1 October 2026, worth around £45 a year - fixed tariffs included. How to check your bill got it, and what to do if not.
Not sure what the law actually entitles you to? Start with our UK consumer rights guide - refunds, faulty goods, and how to enforce your rights under the Consumer Rights Act 2015.
Work at Plusnet? Reply to complaints here.
Don't let Plusnet ignore you
Read your Plusnet letter first: it cites the law that applies, sets a deadline, and says what happens when it passes. No account until you want to keep the draft and track what they do next.
Free to draft • The letter is yours either way
Disclaimer: NoReply is an independent consumer advocacy platform. We are not affiliated with, endorsed by, or connected to Plusnet or any of the companies listed on this site. Where an address is marked verified, we read it on Plusnet’s own site or a complaint sent to it arrived. Addresses marked not verified have not been checked, and ones marked bounced do not reach Plusnet. This page is for informational purposes only and does not constitute legal advice.