My phone or internet provider will not solve my complaint: where can I go for free in the UK?
If your provider hasn't resolved your complaint after six weeks, or sends a deadlock letter, you can take it free of charge to the Ofcom-approved scheme your provider belongs to: the Communications Ombudsman or CISAS.
If your provider does not solve your complaint, an independent body can look at it, usually free of charge for you. You normally have to complain to the provider first; how to file in the UK is below.
📜 The rules in the UK
The details
- Since 8 April 2026, you can go to a scheme after six weeks instead of eight. Your provider must send you a letter about this right once the complaint is still unresolved at that point. (ofcom.org.uk)
- You must apply within 12 months of receiving your provider's deadlock letter. (ofcom.org.uk)
- At the Communications Ombudsman, a decision you accept is legally binding and your provider has 28 days to carry it out. Awards can reach £10,000. You can reject it and go to court instead. (commsombudsman.org)
- At CISAS, if you accept the final decision your provider must comply within 20 working days; awards can reach £10,000. You're free to reject it and pursue your claim elsewhere. (cedr-assist.com)
Communications Ombudsman
Free, Ofcom-approved dispute scheme for phone, broadband and pay-TV complaints your provider hasn't resolved. A decision you accept binds your provider.
CISAS (Communication & Internet Services Adjudication Scheme)
Free, Ofcom-approved dispute scheme for phone and internet complaints your provider hasn't resolved. If you accept its decision, your provider must comply.
Ofcom
The UK communications regulator. It sets and enforces the rules for phone and broadband providers. It can't investigate or resolve individual complaints, but reporting faults and problems to it helps it act on wider issues.
Free dispute resolution
Communications Ombudsman or CISAS (the scheme your provider belongs to) · free
What to do first: Complain to your provider first. If it isn't resolved after six weeks, or your provider sends a deadlock letter, go to the scheme your provider belongs to.
Time limit: Within 12 months of receiving your provider's deadlock letter.
🪜 Step by step
- Complain to the provider firstWrite down what went wrong, what you want and by when. Keep the complaint reference.
- Wait for the answerGive the provider the time the rules allow. Keep all emails, letters and chat logs.
- File with the dispute bodyUse its online form or address, and attach your complaint and the provider’s answer.
- Decide on the outcomeCheck whether the result is binding. If it is not, you can usually still go to court.
📇 Who to contact
❓ Questions
Does it cost anything?
For consumers it is usually free. The details for the UK are on this page.
Do I need a lawyer?
No. You can file yourself; the procedure is designed for consumers.
Does the provider have to take part?
That depends on the rules in the UK. Check the dispute body’s own page, linked here.
📎 Sources
- ofcom.org.uk →
- ofcom.org.uk →
- commsombudsman.org →
- cedr-assist.com →
- ofcom.org.uk →
- commsombudsman.org →
- cedr-assist.com →
- ofcom.org.uk →
- citizensadvice.org.uk →
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