How to escalate to the Communications Ombudsman
Broadband that crawls, bills for a service that never worked, loyalty penalties, a 'complaints team' that never calls back. Telecoms providers must belong to an approved ADR scheme - for most, the Communications Ombudsman - and it's free, independent, and binding on them. Here's how to use it.
Last reviewed: by NoReply Editorial
First: Ofcom won’t handle your complaint
The most common dead end. Ofcom regulates the industry and can fine companies for systemic failures, but it doesn’t resolve individual disputes. Your route is the Communications Ombudsman - a free, independent service whose decisions are binding on the company. You can still report the company to Ofcom to flag a pattern; just don’t wait for them to fix your case.
How to escalate, step by step
- 1
Complain to your provider in writing
Email their complaints address with your account number, what went wrong, and what you want. Writing starts the 8-week clock. Mention Ofcom's automatic compensation scheme if it's an outage or missed engineer visit - some payments are owed automatically.
- 2
Log everything while you wait
Speed test screenshots, outage timestamps, call notes, chat transcripts. Telecom disputes are won on evidence of what the service actually did versus what the contract promised.
- 3
Ask for a deadlock letter, or wait out the 8 weeks
If the provider says it's finished investigating, request a deadlock letter - it lets you escalate immediately. No deadlock letter? You qualify automatically at 8 weeks.
- 4
Check which ADR scheme your provider belongs to
Most major providers (EE, O2, BT, Three, Sky, Plusnet) use the Communications Ombudsman; a few use CISAS instead. Your provider must tell you which - it's on their complaints code of practice page.
- 5
Submit your case, free
Online form, no lawyer needed. Attach your complaint history and evidence. If you accept the decision, the provider must comply - service credits, compensation, contract release, or a fix.
When you can escalate
8 weeks
after complaining, or sooner with a deadlock letter
Maximum award
£10,000
binding on the company, free for you
Official scheme: Ombudsman Services: Communications
Common questions
Can I complain to Ofcom about EE, O2 or BT?
Not for individual disputes. Ofcom monitors providers and its complaint data feeds enforcement, but it won't resolve your personal case. Complain to the provider in writing, then escalate to the Communications Ombudsman after 8 weeks or a deadlock letter. Reporting to Ofcom is still useful for flagging patterns.
Which ombudsman does my provider belong to?
Every UK telecoms provider must belong to an approved ADR scheme: the Communications Ombudsman (Ombudsman Services) or CISAS. EE, O2, BT, Three, Sky and Plusnet use the Communications Ombudsman. Check the provider's complaints code of practice, or use our ombudsman finder.
Am I owed automatic compensation for broadband outages?
Often, yes. Under Ofcom's automatic compensation scheme, participating providers must pay £9.33 per day for a total loss of service not fixed after two working days, £5.69 per day for delayed repairs, and £30.49 for missed engineer appointments - without you having to ask.
Can the ombudsman get me out of my contract?
Yes - remedies include releasing you from a contract without early-termination fees where the service failed, plus refunds, service credits and compensation up to £10,000. Decisions bind the provider if you accept.
Skip the blank page
NoReply drafts the formal complaint that starts the 8 weeks clock - citing the right law, addressed to the right team.