Generate a calm, factual complaint letter for billing disputes, mid-contract price rises, outages,
poor signal, contract issues and cancellations. One-off £3. No account required.
Many telecoms complaints come down to unexpected charges, service performance,
early termination fees or price increases. A structured written complaint makes it easier
for providers (and independent schemes) to assess what happened and what you want done.
How to escalate a mobile or broadband complaint in the UK
Start by complaining to the provider in writing and keeping a record. If unresolved, you may be able to escalate via an independent dispute route.
1) Set out a clear timeline
Dates, what happened, and what you were told (include reference numbers).
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2) Ask for the provider’s final position
If they won’t resolve it, request confirmation in writing (often called a “deadlock letter”).
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3) Escalate to ADR when eligible
ADR is typically available after deadlock, or after a set waiting period if unresolved. Many processes refer to up to 8 weeks.
Ofcom has confirmed this reduces to 6 weeks for complaints raised on or after 8 April 2026.
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Guidance only — not legal advice. Escalation routes can vary by provider and circumstances.
UK communications providers must belong to an approved Alternative Dispute Resolution (ADR) scheme for eligible complaints.
ADR is independent and free to use.
Communications Ombudsman
An Ofcom-approved ADR scheme for telecoms complaints.
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CISAS
The second Ofcom-approved ADR scheme for telecoms complaints.
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A short timeline plus supporting evidence (bills, fault logs, screenshots, and correspondence) makes independent review faster and clearer.
Automatic compensation for broadband and landline issues
Some broadband and landline providers participate in an Ofcom automatic compensation scheme, where compensation can be paid without you having to request it.
Eligibility depends on the provider and circumstances.
Delayed repair after loss of service
If a reported fault is not fixed within the relevant timeframe (provider participation required).
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Missed engineer appointments
If an engineer does not attend or a visit is cancelled at short notice (provider participation required).
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Delayed start of a new service
If the provider fails to start the service on the agreed date (provider participation required).
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Guidance only — not legal advice. Compensation amounts and rules can change over time.
Mobile & broadband FAQ
What should I include in a mobile or broadband complaint?
Include your account number, service address if relevant, key dates (outages, bills, notifications), copies of bills/contract terms, what you have already tried, and the exact outcome you want.
What is a deadlock letter?
A deadlock letter is written confirmation of the provider’s final position on your complaint. It can help you access independent dispute resolution (ADR) sooner.
When can I escalate to ADR?
ADR is typically available if you receive a deadlock letter, or after a set waiting period if the complaint is unresolved. Many processes refer to up to 8 weeks; Ofcom has confirmed this will reduce to 6 weeks for complaints raised on or after 8 April 2026.
Can I complain about a mid-contract price increase?
Yes. Set out when you were notified, what your contract says, the financial impact, and what remedy you want (for example: reversal, fee waiver, cancellation without penalty, or account credit).
What is Ofcom automatic compensation?
Some providers participate in an Ofcom automatic compensation scheme for certain broadband/landline issues. Eligibility depends on the provider and circumstances.