How to Complain to Ofcom About Your Broadband or Phone Provider

Get compensation for poor service, billing issues, and provider failures

Quick Answer

First, complain to your provider in writing. If unresolved after 8 weeks, escalate to Ofcom via their online complaints tool. Describe the issue (service outage, billing error, poor speed, excessive charges). Ofcom investigates free of charge and can order your provider to pay compensation (typically £30–£350 for outages). You don't need a lawyer. Response time: 4–8 weeks.

What Can You Complain About?

Service failures (broadband outages, slow speeds below contracted amount, phone disconnections), billing errors (overcharges, hidden fees, early termination fees), poor customer service (rude staff, unanswered emails), contract breaches, or failure to provide contracted speeds/quality. Ofcom covers internet, phone, and TV.

How to Escalate to Ofcom

Step 1: Complain to the provider first. They must give you a final response within 8 weeks. Keep all evidence: speed tests, bills, communication records, dates of outages. Get a reference number.

Step 2: File with Ofcom. Visit the Ofcom Consumer Complaints portal. Fill in: provider name, your account number, what went wrong, provider's response, what you want (refund, compensation, contract termination). Attach evidence.

Step 3: Ofcom investigates. They contact the provider, request documents, check contractual obligations. Usually resolved within 1–2 months.

Step 4: Ofcom's decision. They issue a binding decision. If the provider breached contract or failed service standards, Ofcom can order compensation (typically £30–£350 per outage/breach, up to £500+ for serious failures).

What the Law Says
Communications Act 2003
Establishes Ofcom as the regulator for communications (broadband, phone, TV). Grants power to investigate complaints and enforce standards. Providers must meet Quality of Service standards.
Ofcom Complaints Code and ADR Scheme
Sets procedure for complaints. Providers must respond within 8 weeks. If unresolved, Ofcom is the free dispute resolver. Decisions are binding on providers; can be enforced if necessary.
Universal Service Directive (USD)
Requires certain quality standards: connection within 30 days, compensation if missed, compensation for service downtime, clear billing. Ofcom enforces these.
Will Ofcom definitely uphold my complaint? +

Not always, but Ofcom is strict on providers breaching standards. If you prove the provider failed service level or contract obligations, Ofcom usually awards compensation. Frivolous complaints are rejected.

How much compensation can I get? +

Typically £30–£350 per outage/breach. Serious failures (weeks offline) can reach £500+. Ofcom considers duration, impact (business vs personal use), and provider's response. Compensation is determined case-by-case.

What if my provider ignores Ofcom's decision? +

Rare. Providers know Ofcom can impose large fines and regulatory action. If ignored, Ofcom can enforce via court or threat of enforcement action. Escalate immediately to Ofcom if payment is refused.

Do I need to prove speeds were below contract? +

Yes. Use speed test tools (Speedtest.net, Ofcom's own tool). Document multiple tests over the period of complaint. Providers promise "up to" speeds, but sustained performance below 80% of promised is a breach.

Can I claim for a faulty router or connection issue? +

Yes. If the router was faulty or the connection kept dropping due to provider infrastructure, Ofcom will investigate. Provider must support customers fairly, including equipment. Document all issues with dates and times.

File an Ofcom Complaint