If you’ve ever complained to your broadband or mobile provider and felt like you were stuck waiting weeks for a response, there’s some good news. New rules from Ofcom will soon allow you to escalate unresolved telecom complaints to an independent ombudsman sooner than before.
From 8 April 2026, the time you usually have to wait before taking a broadband or mobile complaint to an Alternative Dispute Resolution (ADR) scheme will be reduced from eight weeks to six weeks.
The change is designed to help customers resolve disputes faster when providers fail to fix a problem.
What is changing in the telecom complaints process?
Currently, if you complain to your broadband or mobile provider, you usually have to wait up to eight weeks before escalating the issue to an independent dispute resolution scheme. From April 2026, this waiting period will be reduced to six weeks.
This means if your provider hasn’t resolved your complaint within six weeks, you can take it to an Ombudsman sooner.
The change applies to complaints about telecom services including:
- Broadband
- Mobile phone services
- Landline services
- Bundled telecom packages
These disputes can then be escalated to one of the UK’s approved ADR schemes, which act as independent broadband or mobile complaint ombudsman services.
What is an Ombudsman for telecom complaints?
If your provider doesn’t resolve your complaint, you have the right to take the issue to an independent dispute resolution scheme. These organisations review complaints and decide whether the company has treated you fairly.
The two ADR schemes used for telecom complaints are:
- Communications Ombudsman
- CISAS (Communications and Internet Services Adjudication Scheme)
These schemes can:
- Investigate your complaint independently
- Ask the provider to apologise
- Order the company to fix the problem
- Award compensation in some cases
Using a broadband complaint Ombudsman or mobile complaint Ombudsman is a free service for consumers.
Why Ofcom is changing the rules
Ofcom says the change is intended to speed up telecom complaint escalation and reduce delays for customers whose problems remain unresolved. Complaints about telecom providers can sometimes drag on for weeks while customers wait for companies to investigate issues or respond.
By shortening the waiting period from eight weeks to six weeks, the regulator hopes to encourage providers to resolve complaints faster, allow consumers to escalate disputes sooner and improve the overall complaints process in the telecoms sector.
When can you escalate a telecom complaint?
Even before the new rule takes effect, there are two main ways to escalate a complaint.
- After the waiting period
Normally you must wait until the complaint has been open for a set period.
- Until April 2026: eight weeks
- From April 2026: six weeks
If the issue isn’t resolved within that time, you can take it to the appropriate ADR scheme.
- If you receive a “deadlock letter”
If your provider tells you they can’t resolve the issue and sends a deadlock letter, you can escalate your complaint immediately.
A deadlock letter confirms the company has reached its final position.
Common broadband and mobile complaints
Many consumers escalate telecom complaints because providers fail to resolve issues such as:
- Slow or unreliable broadband speeds
- Billing errors or unexpected charges
- Contract disputes or cancellation issues
- Service outages
- Poor customer service
- Problems with switching providers
If you’ve raised the issue and your provider hasn’t fixed it, you may be able to escalate the complaint once the waiting period has passed.
What the change means for you
In practical terms, the new rules mean you won’t have to wait as long before seeking independent help. If your broadband or mobile provider fails to resolve your complaint, you’ll be able to escalate the issue two weeks sooner from April 2026. You may get an independent decision faster and providers will be under greater pressure to resolve complaints quickly.
If you’re struggling to get a response from your provider, Resolver can help you raise and manage your complaint, keeping all communications in one place, should you need to escalate.
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