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How to complain about your broadband (and escalate to the ombudsman)

Complain to your provider in writing first, clearly stating the problem, the dates, what you have already done and what you want to happen — and keep records. If it is not resolved after six weeks, or your provider sends a “deadlock letter” sooner, you can escalate it for free to an independent ombudsman: either the Communications Ombudsman or CISAS.

Last updated: · Written by The NetSorted team

A clear, written complaint resolves most problems — and sets you up to escalate for free if it doesn’t. Here’s how to do it properly.

1. Complain to your provider first

You must give your provider the chance to put things right before going to the ombudsman. Put it in writing so there’s a record.

  • State what went wrong, when, and any reference numbers.
  • Say what you’ve already done (calls, faults raised).
  • Say what you want to happen — a repair, a refund, or compensation.

Our complaint letter generator builds this for you in seconds.

2. Keep records

Note the date of every call and reply, the names of who you spoke to, and keep copies of emails and letters. This is your evidence if you escalate.

3. Escalate to the ombudsman after six weeks

If your complaint is unresolved after six weeks — or your provider issues a deadlock letter sooner — you can take it to a free, independent alternative dispute resolution (ADR) scheme. Their decision is binding on the provider.

The two Ofcom-approved schemes are the Communications Ombudsman and CISAS. Each provider belongs to one; ask yours, or check the schemes’ sites.

4. Don’t forget compensation

If you’ve had a total loss of service, missed engineer appointments or a delayed activation, you may be owed money automatically. Estimate it with our compensation calculator and include the figure in what you’re asking for.

→ Use the complaint letter generator

Frequently asked questions

How long does my provider have to resolve a complaint?

There is no fixed deadline to resolve it, but if your complaint is unresolved after six weeks, or you reach deadlock sooner, you gain the right to take it to a free, independent alternative dispute resolution (ADR) scheme.

What is a deadlock letter?

It is a letter from your provider confirming they cannot resolve your complaint any further. Once you have one, you can go to the ombudsman straight away without waiting the full six weeks.

Which ombudsman do I use?

There are two Ofcom-approved schemes — the Communications Ombudsman and CISAS. Each provider belongs to one of them; ask your provider which, or check the schemes’ websites.

Sources

Published and last updated — see dates above.