It’s Now Quicker for Consumers to Raise UK Broadband and Phone Complaints

Ofcom today begins enforcing a new change that should make it quicker for telecoms (broadband and mobile etc.) consumers to access Alternative Dispute Resolution (ADR) providers, which are third-party ombudsman schemes that help people to resolve complaints with their phone, broadband and mobile providers.

The regulator requires all telecoms service providers – those offering services to consumers and small businesses – to be members of an approved ADR scheme (there are two of these – CISAS (CEDR) and the Communications Ombudsman). The schemes are free for consumers to access and designed to supplement (not replace) your provider’s own internal complaint procedure(s), although ISPs often have to pay sizeable costs (hundreds of pounds) regardless of whether the customer wins or loses a case.

The ADR process is usually seen as a last line of defence for consumers and thus such schemes were previously only accessible after an open dispute with your ISP had gone unresolved for 8 weeks, or earlier with the agreement of their provider (i.e. the “Deadlock Letter” stage). See our ISP Complaints and Advice section for more information. However, following a change that was announced last year (full details), Ofcom has today reduced that waiting period to 6 weeks.