Complain to Sky

They have 6 weeks to resolve your complaint. After that, or if they send a 'deadlock' letter, you can escalate to your provider’s ombudsman for free. Ofcom cut this from 8 weeks, so older guides still say 8.

If your provider significantly changes your contract terms (like a price rise above RPI/CPI), you may be able to exit penalty-free within 30 days of being notified.

Yes, under Ofcom’s automatic compensation scheme, some providers must pay £9.33/day for loss of broadband and £5.69/day for delayed repairs.

We haven't found a complaints email address that Sky publishes itself, so start from the complaints route on Sky's own site: https://www.sky.com/help/articles/how-to-make-a-complaint. Put "Formal complaint" at the top, with your account or order number, what went wrong, and the outcome you want. Keep a copy of what you send, or a note of the call with the date, so you have a paper trail. If Sky hasn't sorted it within 6 weeks, you can escalate free to CISAS.

Sky complaints can be escalated to CISAS, free of charge, after 6 weeks or a deadlock letter. Complain to Sky directly first: the ombudsman only takes your case once the company has had a chance to fix it, and its decision is binding on Sky.

Sky has up to 6 weeks to resolve a complaint. If those 6 weeks pass with no fix, or you receive a "deadlock" letter sooner, you can take your case free to CISAS for a binding decision.

Not for an individual dispute: Ofcom regulates the industry but doesn't resolve personal complaints. Your route is to complain to Sky in writing, then escalate to CISAS for a free, binding decision. You can still report Sky to Ofcom to flag systemic problems.