How to Complain About Broadband Providers
Your step-by-step guide to making a formal complaint about a UK broadband or telecoms provider, including your rights under Ofcom rules, response timelines, and how to escalate to an Alternative Dispute Resolution scheme.
Your Rights as a Broadband Customer
Under Ofcom's General Conditions, all broadband and telecoms providers must:
- • Give you an accurate speed estimate before you sign up, and let you leave penalty-free if speeds fall short
- • Provide clear contract information including total costs, contract length, and what happens when it ends
- • Notify you when your contract is ending and show the best available deals
- • Make switching easy — since April 2023, the One Touch Switch process means your new provider handles everything
- • Compensate you automatically for delayed repairs, installations, or missed engineer appointments
If your provider fails to meet these obligations, you have the right to complain formally and escalate to an independent Alternative Dispute Resolution (ADR) scheme.
Common Broadband Complaints
Slow Speeds
Under Ofcom's Voluntary Code of Practice on Broadband Speeds, if your speed drops below the minimum guaranteed level, your provider must fix it within 30 days or let you leave your contract penalty-free. Run speed tests at different times and keep records to support your complaint.
Service Outages
If you lose service due to a fault, providers who have signed up to Ofcom's Automatic Compensation scheme must pay you £9.76 per day for total loss of service (after 2 full working days). This should be applied automatically — if it is not, complain and claim the compensation owed.
Billing Errors
Being charged more than your agreed contract price, unexpected price rises during your contract, or charges for services you did not request. Mid-contract price rises are allowed only if clearly stated in your contract terms — since January 2024, Ofcom rules require providers to show the total contract cost upfront.
Contract Exit Difficulties
Since April 2023, the One Touch Switch process means your new provider handles the switch — your old provider should not create barriers. If your provider is making it difficult to leave, charging exit fees that were not properly disclosed, or continuing to bill you after you have switched, you have grounds for a formal complaint.
Missed Engineer Appointments
Under the Automatic Compensation scheme, providers must pay you £30.49 for each missed appointment where the engineer does not show up or you are not given at least 24 hours' notice of cancellation. This should be credited automatically.
How to Escalate Your Complaint
- 1
Contact your provider's complaints team
Ask to raise a formal complaint and get a reference number. Do not just report a fault — make it clear you are complaining.
- 2
Put it in writing
Email or letter creates a paper trail. Include your account number, dates, speed test results if relevant, and what you want. Use our free complaint letter generator.
- 3
Wait 8 weeks
Your provider has 8 weeks to resolve the complaint or issue a deadlock letter confirming they cannot resolve it.
- 4
Request a deadlock letter
If the provider cannot resolve your complaint, ask for a deadlock letter. This allows you to escalate before the 8-week deadline.
- 5
Escalate to the ADR scheme
Check which ADR scheme your provider belongs to: the Communications Ombudsman (most major providers) or CISAS (some smaller providers including Sky and TalkTalk). Both are free and can make binding decisions.
Key Timelines
| Action | Timeframe |
|---|---|
| Provider must acknowledge your complaint | Promptly |
| Provider must resolve or issue deadlock letter | 8 weeks |
| You can escalate to ADR scheme | After 8 weeks or on receipt of deadlock letter |
| Speed fix deadline (if below minimum) | 30 days |
| Automatic compensation for loss of service | £9.76/day after 2 full working days |
| Automatic compensation for missed appointment | £30.49 per missed appointment |
Complain to a Specific Provider
We have complaint contact details and letter templates for these broadband providers:
Generate a complaint letter
Our free tool creates a professional complaint letter for your broadband provider in seconds. Choose your provider, describe what happened, and get a letter ready to send.
Write a Complaint Letter