Phone or internet contract — Ofcom · the UK

Direct answer

Telecom providers have a legal complaints procedure with a deadline, and a regulator behind it. Complain to the provider in writing first — billing, speed far below the contract, a line down for days, a switch you never asked for. If they do not solve it within the deadline, Ofcom / Communications Ombudsman / CISAS (0300 123 3333) — the telecom regulator or its dispute service for the UK — decides for free, and providers follow. Citizens Advice consumer helpline (0808 223 1133) helps with contract terms; Small claims — money claim online (gov.uk) is the general dispute body if the case is about the sale rather than the service.

Call firstOfcom / Communications Ombudsman / CISAS

Report toCitizens Advice consumer helpline

If that failsSmall claims — money claim online

🗣️ What to say

"Contract [number]. Since [date] [the line is down / the speed is [x] instead of [y] / the invoice charges [item] I never ordered]. I make a formal complaint and ask for [repair / correction / release from the contract] within the legal deadline. I pay the undisputed part meanwhile."

🪜 Step by step

Complain to the providerIn writing, "formal complaint", contract number. Note the date — the deadline starts here.
Measure and recordSpeed tests at different times, outage dates, screenshots of the contract's promised speed.
Know your exitsA line consistently far below the promised speed, or a price increase mid-term, lets you leave without penalty under EU telecom rules.
Escalate to Ofcom / Communications Ombudsman / CISASFree dispute resolution; the decision is usually binding on the provider.
Switch without a gapNumber portability is a right and takes one working day; the new provider handles it.

📇 All contacts

Ofcom / Communications Ombudsman / CISASComplaints about phone and broadband; ADR after 8 weeksAfter complaining to the provider without a solution📞 0300 123 3333 🔗 www.ofcom.org.uk/complaints

Citizens Advice consumer helplineConsumer rights, complaint letters, referral to Trading StandardsWhen the shop refuses📞 0808 223 1133 🔗 www.citizensadvice.org.uk/consumer

Small claims — money claim onlineClaims up to £10,000 without a solicitor (£5,000 Scotland)When advice did not help🔗 www.gov.uk/make-court-claim-for-money

UK European Consumer CentreHelp with sellers in the EU, Norway and IcelandSeller is in another European country🔗 www.ukecc.net

❓ Frequently asked

They switched me to a new plan without asking

Not allowed. Demand the old plan back in writing and complain to Ofcom / Communications Ombudsman / CISAS; unrequested changes are a recurring enforcement topic.

Can I cancel because the speed is bad?

Yes, if there is a significant, continuous or regular discrepancy between the real and the contractual speed. Keep the measurements.

The outage lasted a week — compensation?

Many countries oblige a credit per day of outage after a report. Ask for it explicitly; providers rarely add it themselves.

📎 Sources

Last checked: 2026-09-26

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