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Complaint to your phone or broadband provider (UK)
England, Northern Ireland, Scotland and Wales · in English · for consumers
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11 questions · about 5 min
Made for use in England, Northern Ireland, Scotland and Wales
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For a customer with a problem with a mobile, landline or broadband provider, or a TV service in the same package: slow or broken service, wrong bills, a price rise or contract change you were not told about, or trouble when moving home. The letter is the formal complaint the provider must deal with; if it is not resolved within six weeks, or you get a deadlock letter, you can take it free to the provider's ADR scheme, the Communications Ombudsman or CISAS. Send it by email or first class post.
- Made for use in England, Northern Ireland, Scotland and Wales
- Last updated October 28, 2026
- Document in English
Where a UK document reproduces the words of legislation or of a government publication — UK, Scottish or Northern Irish — it contains public sector information licensed under the Open Government Licence v3.0.
Published byDocMuse
When to use this document
- Your broadband in the UK has kept dropping out for weeks and the provider will not fix it.
- Your mobile network put up the price or changed the contract without telling you.
- You moved home and the provider wants an exit fee you do not accept.
- You want a formal complaint on record so you can take it to the ombudsman later.
What you fill in
The details the document asks for.
- Sender
- Sender's address
- Town or city
- Sender's postcode
- Date
- Provider
- Telecoms provider's postal address
- Account number
- Phone number or line ID
- What the complaint is about
- Requested outcome
Common questions
- When can I take a broadband or mobile complaint to the ombudsman?
- For complaints raised on or after 8 April 2026, after six weeks without a resolution, or sooner if the provider sends a deadlock letter; before that date the wait was eight weeks. Every provider must belong to an approved scheme, the Communications Ombudsman or CISAS, and tell you which. Both are free for you.
- Can I leave my phone or broadband contract without an exit fee if the provider changes my terms?
- If the provider changes your contract in a way that is not to your benefit, Ofcom's rules require at least a month's notice and a right to leave without penalty, which you use within a month of the notice. Since 17 January 2025 new contracts must set out any price rises in pounds and pence; a rise written that way into your contract does not by itself give a right to leave.
- What should a complaint to a broadband provider include?
- The dates and length of each fault, what the provider told you each time, reference numbers, and what you want: a repair date, a refund or bill credit, automatic compensation where your provider pays it, or release from the contract. Keep copies of chats and emails. Ofcom does not resolve individual complaints, but its website explains your rights free.
How you can sign this document
- Print it and sign by hand. The signature lines in the document are left blank on purpose — sign on them in ink.
- Sign it yourself with a qualified electronic signature. If you already hold a QES — Evrotrust, B-Trust, StampIT, ZealiD or any qualified provider on the EU Trusted List, on a card, a USB token, in a mobile app or in the cloud — our signing guide explains step by step how to sign this exact file without invalidating it. Step-by-step help, and a way to check it worked
DocMuse sells documents, not legal advice. Acceptance always depends on the recipient's rules and your local law.
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