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Resolving consumer disputes

At Ombudsman Services: Communications we resolve complaints from consumers about companies which provide communications services to the public. This includes phone and broadband companies.

We are approved by Ofcom, the UK communications industry regulator, as an alternative dispute resolution service. We are independent and consumers can use our services free of charge.

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Can we help with your complaint

Service guide
Information for companies
Information about Ombudsman Services

When we can help

Ombudsman Services: Communications resolves complaints from consumers about companies which provide communications services to the public.

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How to complain

Before you can use our service, the company you are complaining about must first be given the opportunity to sort out the dispute.

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What we can and cannot do

What we can and cannot do is set out in our terms of reference. You are welcome to read them on our website or you can ask us for a copy.

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Putting things right

If we find that the company has not acted correctly, we will recommend what it should do to put things right.

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Communications

Communications Homepage


Communications complaint

If you are unsure, whether it is the right time for us to become involved, or do not know what to do next, try our easy to use tool. It will ask you some questions and tell you what to do next and there’s no need for you to give us any of your personal information.

Is the company that you want to complain about in our list of participating companies?
Have you told the company that you have a complaint which needs to be resolved?
Has your complaint been ongoing for more than 8 weeks?
Has the company said it can do no more to help?
Thank you!

From what you've told us so far, it appears that we may be able to consider your complaint.

What happens next?

You can tell us all about your complaint now; We have an easy to fill in web form. It will take around 10 minutes to complete. You must have a valid email address to use this method. We will need to know:

  • some details about you
  • the date that you first complained
  • what you and the firm have done about the problem, and
  • what you want as a resolution to the problem. If you are asking for an amount of money we need to know how you have arrived at the amount being requested.

or, if you don't have the time now, you can:

  • visit our site later
  • download and print off the form to post or email to us
  • call us. We will complete the form for you and post you a copy

Putting things right

When we have all the information about your complaint, we will decide how best to handle it. If we propose a remedy that you're happy with, the firm will be required to put this in place and we will make sure that this happens.

Please select...
Online Form
This will take approximately 10 minutes to complete. You will need an email address and contact number.
Call us
You can run through the form over the phone and we will send you a completed copy
Printable Form
You can save this form and email or post at a later date


Participant Login

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