In short
If your broadband, mobile, landline or pay-TV provider has not fixed your complaint, you can take it to a free, independent ADR scheme — the Communications Ombudsman or CISAS — once you have a “deadlock” letter or six weeks (formerly eight) have passed since you complained. You then submit a clear written account with evidence, and the scheme can order action, an apology and compensation. eLitigant’s Chris drafts this for you for £30 — you check, sign and send.
What a Communications Ombudsman complaint is
If you have a dispute with your broadband, mobile, landline or pay-TV provider that you cannot resolve directly, you have a right to an independent decision through Alternative Dispute Resolution (ADR). ADR is free for consumers and is overseen by Ofcom, the communications regulator. There are two Ofcom-approved schemes, and your provider belongs to one of them: the Communications Ombudsman (which covers providers such as BT, EE, Plusnet, giffgaff, iD Mobile, Lebara, Tesco Mobile and Utility Warehouse) or CISAS, run by the Centre for Effective Dispute Resolution (which covers providers such as Sky, O2, Three, Virgin Media, Vodafone, TalkTalk, NOW, SMARTY, Lyca Mobile and VOXI). Both work in the same way: you submit a written complaint, the provider responds, and an independent adjudicator reaches a decision that is binding on the provider if you accept it.
This is not a court case. It is a written, document-based process designed for ordinary customers and very small businesses. The scheme can order the provider to put things right — for example to fix a fault, correct a bill, release you from a contract, apologise, or pay compensation. The Communications Ombudsman can make a total award of up to £10,000.
When and why to use it
You normally need one of two things before a scheme will look at your complaint:
- A “deadlock” letter — written confirmation from your provider that it cannot do anything more to resolve your complaint. You must refer the dispute to the scheme within 12 months of receiving this letter; or
- Time has passed — your complaint has been open and unresolved for a set period. Under Ofcom’s General Conditions this was eight weeks; for complaints made on or after 8 April 2026 the period was reduced to six weeks. (For older complaints the eight-week rule may still apply, so check the date you first complained.)
Eligibility is broad: residential customers, plus small businesses and not-for-profit organisations with 10 or fewer employees, can use the scheme. Common reasons people escalate include billing errors and overcharging, broadband speeds far below what was promised, prolonged faults and loss of service, problems leaving a contract or being charged early-termination fees unfairly, mis-sold deals, poor complaint handling, and unresolved compensation claims (including Ofcom’s automatic compensation for delayed repairs, missed engineer appointments and late installations).
What to put in your submission
A strong ADR complaint is clear, factual and evidenced. Aim to include:
- Your details and account/contract number, and the provider’s name.
- A short, dated chronology of what happened — when the problem started, what you reported, and how the provider responded.
- The specific failures, in plain terms (e.g. “broadband below the minimum guaranteed speed for 11 weeks”, “charged £X early-termination fee despite a fault”).
- The evidence: copies of emails and letters, bills and bank statements, a log of phone calls with dates, times and names, speed-test results, fault references and the deadlock letter itself.
- The resolution you want — a specific, reasonable outcome, such as a refund of a stated amount, cancellation of a fee, a fix by a date, an apology and a goodwill payment for distress and inconvenience.
Keep the tone measured and businesslike. Adjudicators decide on the documents, so a calm, well-organised account with attachments tends to land far better than an angry one.
Common mistakes and pitfalls
- Going too early. If you have not yet hit the six/eight-week point and have no deadlock letter, the scheme will usually return your complaint. Ask your provider for a deadlock letter if you are stuck.
- Missing the 12-month deadline after a deadlock letter — the right to use the scheme can lapse.
- Going to the wrong scheme. Check whether your provider is with the Communications Ombudsman or CISAS before submitting; sending it to the wrong one wastes time.
- No clear remedy. “I want compensation” is weaker than “I want £148.50 in over-charged line rental refunded and £75 for three weeks without service”.
- Thin evidence. Assertions without bills, screenshots or a call log are hard for an adjudicator to uphold.
- Treating it like a court claim. ADR is informal; you do not need legal jargon, and you cannot run a separate court claim for the same loss at the same time once you accept a decision.
Frequently asked questions
How much does it cost me?
Nothing. ADR is free for consumers and eligible small businesses; the provider pays the scheme’s fees.
What if I do not accept the adjudicator’s decision?
You are not bound by it — you can reject it and pursue other options, such as a small claim in the County Court. The provider, however, is bound if you accept.
Which scheme do I use and how do I find out?
It depends on your provider — each belongs to either the Communications Ombudsman or CISAS. Your deadlock letter should name the scheme, and Ofcom publishes a current list of which providers sit with each one.
Get yours drafted by Chris — £30 →
eLitigant drafts it; you check, sign & send. Not a law firm; information, not advice.
See it done — what Chris drafts for you
A worked example, drafted to a professional standard from your details — ready for you to check, personalise and send. Fictional sample.
Complainant: Mrs Priya Anand, 14 Larchfield Gardens, Westbrook, WS9 4QT
Provider: Northway Telecom Ltd
Account number: NT-7741092
Date: 19 June 2026
I am referring this dispute to the Communications Ombudsman because Northway Telecom has been unable to resolve my complaint and issued a deadlock letter dated 2 June 2026. My complaint concerns persistent loss of broadband service and incorrect charging on my fibre and landline package.
Background and chronology
I have held a 24-month fibre broadband and landline contract with Northway Telecom since 11 March 2025 at a monthly price of £38.00, with a guaranteed minimum download speed of 55 Mbps.
From 24 March 2026 my service became intermittent, then failed completely on 28 March 2026. I reported the fault the same day (reference FLT-558210) and was told it would be fixed within 72 hours. Over the following weeks I made eleven calls (call log attached). An engineer appointment booked for 9 April 2026 was missed without notice. Service was not restored until 19 May 2026 — a total of 36 days without a working broadband or landline service.
Throughout this period I continued to be billed the full £38.00 per month, and on my May invoice I was also charged a £12.00 “late payment” fee despite having paid on time (invoices attached). When I asked to leave the contract because of the prolonged fault, I was told I would face a £210.00 early-termination charge.
Why I consider this unresolved
Northway Telecom’s final response of 2 June 2026 offered a goodwill credit of £20.00. I do not consider this a fair reflection of 36 days without service, the missed engineer appointment, the incorrect late-payment fee, or the time and distress involved. I believe I am also entitled to automatic compensation for the loss of service and the missed appointment.
Resolution I am seeking
I respectfully ask the Ombudsman to direct Northway Telecom to: (1) refund £45.60, being the service charge for the 36 days I had no service; (2) remove the £12.00 late-payment fee applied in error; (3) pay automatic compensation due for the total loss of service and the missed appointment, calculated at the applicable daily rates; (4) waive any early-termination charge should I choose to leave; and (5) pay £100.00 in recognition of the inconvenience and the time spent pursuing this. I estimate the total at approximately £450, subject to the Ombudsman’s assessment.
Evidence enclosed
Deadlock letter (2 June 2026); contract summary showing the 55 Mbps guarantee; March, April and May invoices; bank statements showing payments; fault reference and call log with dates, times and names; and screenshots of speed tests taken during the fault period.
I confirm the above is true to the best of my knowledge and belief.
Mrs Priya Anand
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