Complaints · UK · Broadband, landline and pay TV
How to complain about a broadband, landline or pay TV provider (UK)
Complain to your provider using its complaints code. You can take an unresolved complaint to a free ADR scheme 6 weeks after you first complained (8 weeks before 8 April 2026), or sooner with a deadlock letter, and within 12 months of that letter. Sky, TalkTalk and Virgin Media use CISAS; BT, EE and Plusnet use the Communications Ombudsman. Ofcom does not handle individual complaints.
Complaint routes and time limits checked against official sources on .
First
Complain to the provider
in writing
Wait
6 weeks
or a final response
Then
CISAS
free
Checked
27 Sep 2026
official sources
1. Complain to the provider first
Contact customer services first, then make a formal complaint using the details in the provider's complaints code (on your bill or website). Ask for a deadlock letter if they can't agree a fix. Include: your account number and the service address; what is wrong: fault, speed, billing, contract or switching; dates the problem started and each time you reported it; fault or ticket reference numbers; what you want: a repair, a refund, compensation or release from the contract.
2. How long to wait
You can go to ADR 6 weeks after your first complaint (8 weeks for complaints raised before 8 April 2026), or sooner with a deadlock letter.
3. Escalate to CISAS
Less than 12 months after the deadlock letter. It is free. cedr-assist.com/consumer/cisas/overview
4. Escalate to Communications Ombudsman
Less than 12 months after the deadlock letter. It is free. commsombudsman.org
Who does not handle your complaint
Ofcom cannot handle individual complaints. Your provider must belong to one of two free ADR schemes: CISAS or the Communications Ombudsman.
Where to escalate and the time limits
Time limits run from the date shown in each row. Keep the final response or deadlock letter, because the ombudsman will ask for it.
| Who | Time limit | Cost |
|---|---|---|
| CISAS | Less than 12 months after the deadlock letter. | Free |
| Communications Ombudsman | Less than 12 months after the deadlock letter. | Free |
Evidence to keep
Bills showing the charges you dispute. Speed test results with dates and times. Fault reference numbers and engineer visit dates. Your contract and any sales promises in writing. The deadlock letter.
Also worth knowing
ADR is open to residential customers and small businesses with up to 10 employees.
Also worth knowing
If your provider is not on either list, ask the ADR schemes which one it belongs to. For a TV-only package, check the provider's complaints code to see whether its ADR scheme covers it.
Guides and definitions
- Section 75 or chargeback: which should you use to get your money back? (Guide)
- Chargeback (A chargeback asks your card provider to reverse a debit or credit card payment under Visa, Mastercard or American Express rules, usually within about 120 days.)
- Ombudsman (An ombudsman is a free, independent body that settles complaints against companies or public bodies once the organisation has had its chance to put things right.)
- Section 75 (Section 75 of the Consumer Credit Act 1974 makes your credit card provider jointly liable with the seller for a single item costing over £100 and up to £30,000.)
- Deadlock letter (A deadlock letter is a company's written final answer to your complaint, which lets you go straight to the ombudsman instead of waiting the usual 8 weeks.)
Complaints about something else
- Energy (gas and electricity) (UK)
- Mobile phone (UK)
- Bank, credit card or loan (UK)
- Insurance (UK)
- Pensions (UK)
- Investments or financial advice (UK)
- Flights and airlines (UK)
- Trains (UK)
- Parcels and post (UK)
- Online shopping or a shop (UK)
- Council services (UK)
- Housing association or council housing (UK)
- Private landlord or letting agent (England) (UK)
- NHS in England (UK)
- Water (England and Wales) (UK)
All complaint guides · Get your route with dates and a letter
Common questions
How long before I can take a broadband complaint to ADR?
6 weeks for complaints raised on or after 8 April 2026, down from 8 weeks. If you complained on 1 September 2026, you can go to ADR from 13 October 2026. A deadlock letter lets you go sooner, and you can ask your provider for one.
Which ADR scheme does my broadband provider use?
CISAS covers NOW, O2, Sky, SMARTY, TalkTalk, Three, Virgin Media, Vodafone and VOXI. The Communications Ombudsman covers BT, EE, giffgaff, iD Mobile, Lebara, Plusnet, Tesco Mobile, Utility Warehouse and Lyca Mobile. If yours is not listed, ask either scheme which one it belongs to.
Will Ofcom sort out my broadband complaint?
No. Ofcom says it cannot handle individual complaints. It sets the rules providers must follow, including having a complaints code and belonging to an approved ADR scheme. Your route is the provider first, then CISAS or the Communications Ombudsman, both free.
How long do I have to go to ADR after a deadlock letter?
Less than 12 months. A deadlock letter dated 15 September 2026 gives you until 15 September 2027. ADR is open to home customers and to small businesses and not-for-profits with up to 10 people working for them.
What should I include in a broadband complaint?
Give your account number and address, what is wrong, the date it started and each fault reference number, and what you want: a repair, a refund, compensation or release from the contract. Attach speed test results with dates and bills showing any charges you dispute.
Sources and assumptions
- General routes from official sources; a scheme may ask for more before it takes your case.
- Ofcom: Making a complaint and using alternative dispute resolution (ADR) schemes (last updated 6 August 2026)
- Ofcom: Quicker complaints resolution for telecoms customers, under new Ofcom rules (8 July 2025)
- CISAS (CEDR): Communication & Internet Services Adjudication Scheme
- Communications Ombudsman: Communications Ombudsman
Guidance on where to complain, not legal advice.