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About Ombudsman Services: Communications

If you have an unresolved complaint about your internet or telephone provider, Ombudsman Services: Communications may be able to help. We independently handle disputes between communication companies that are signed up to our scheme and consumers (domestic customers and small businesses). Our service is free to consumers and simple to use. We are approved by Ofcom, the independent regulator and competition authority for the UK communications industry.

Raising a communications complaint

Before using Ombudsman Services: Communications you must first raise a complaint with the telecoms company and give it an opportunity to resolve the issue. Read our complaint escalation advice. If your complaint isn’t resolved in eight weeks or you receive a deadlock letter please contact us.

Handling your communications complaint

When you contact Ombudsman Services: Communications we will assess whether your complaint is something we can help with (within our terms of reference) and advise you of the next steps. We are independent and will handle your complaint fairly, considering the information that both you and the company provide. If the telecoms company has done something wrong we can require it to put things right. Find out more about our resolutions.  

Complain now

If you would like to register a communications complaint with us you can complete our communications complaint form anytime, or speak to an enquiry officer Monday to Friday, 9am until 5pm.

Ombudsman Services: Communications fact sheet

We’ve created a quick guide to our service which you can download here: