We’ve handled cases in the communications sector for over 15 years. If you have an unresolved complaint about your mobile phone, pay TV, broadband or landline, we may be able to help.
Ombudsman Services
Types of services within this sector.
The communications sector is made up of companies that make communication possible on a global scale, whether that’s through the phone, internet, airwaves or cables. These companies allow data – in the form of words, voice, audio or video - to be sent anywhere in the world.
The type of services that are covered by the communications sector are:
- Mobile phones (contract and prepaid) and mobile broadband (including dongles).
- Landline telephones.
- Broadband internet Pay TV.
Common complaints in the communications sector.
We know how important it is to stay connected and how inconvenient it is to experience issues with a service that you rely on. Our history dealing with complaints means we understand the most common types of problems and how to go about resolving them as quickly as possible.
The most common types of communications complaints are about:
- Billing.
- Service quality.
- Customer service.
Unfortunately, we’re not the right people to deal with complaints about things like:
- The location of telegraph poles/mobile phone masts.
- Cable and wiring inside your property.
- The creative content and messaging of websites, advertisements, calls, emails, SMS or messages.
- Employment and staff issues in communications companies.
- Commercial decisions made by companies about whether to provide a product or service.
We’ve helped over 70,000 people like you.
If you're a domestic or small business consumer of a communications company, you have the right to use our service. We’ve resolved over 70,000 complaints about providers in the communications sector January 2016 to December 2017. We learn from all the complaints we handle and use that insight to work with providers to help them improve their services in areas such as:
- Roaming charges.
- Cancellation rights.
- Bill shock with mobile data charges.
Who we work with.
We have more than 1450 communications providers signed up to our scheme.
Want to escalate a complaint to us?
If your provider is signed up to our scheme and you’ve tried to resolve your problem with them already, then we may be able to help.
Common questions about the communications Ombudsman.
Who can you accept complaints from?
We can process complaints for both domestic and small business consumers. For the communications sector this means:
- A domestic customer is a person who has communication services provided to their home.
- A small business customer is a company which employs 10 people or less.