Communications Ombudsman

The Communications Ombudsman is an impartial dispute-resolution service for consumers and businesses experiencing problems with communications providers in the UK. It handles complaints involving mobile, broadband, landline and pay TV services, and its service is free to use. Customers are generally asked to give their provider six weeks to resolve an issue before bringing it to the Ombudsman, unless they receive a deadlock letter sooner.

The process begins when a dispute is registered online, by telephone, email or post. The Ombudsman may first facilitate an early resolution offer; if the dispute continues, both parties can provide evidence for review. Once a decision is made, customers may accept it, after which the provider has 28 days to implement the remedy. Possible outcomes include practical action, such as correcting an account or fixing a service problem, an apology, or a financial award of up to £10,000. The service also provides guidance, case information and accessibility support, including translation services, BSL video calls, Braille and large-text options.