What automatic compensation is
Ofcom's automatic compensation scheme pays UK broadband and landline customers when a provider fails in one of three specific ways: a missed engineer appointment, a delayed repair after a total loss of service, or a delayed installation. It is not a general “bad service” payment. The failure must fit one of the scheme categories, and the provider must participate.
The scheme is meant to remove the argument. If the trigger applies, the payment should be made without a long complaint. In practice, customers often have to ask, so keep the dates and references that prove the trigger.
The rates are reviewed periodically. From 1 April 2026 the published rates are:
| Failure | Current rate | How it is counted |
|---|---|---|
| Missed engineer appointment | £32.31 | Per missed appointment, when the engineer does not arrive or cancels too late |
| Delayed repair after loss of service | £10.34 | Per calendar day, after the initial waiting period |
| Delayed installation | £6.46 | Per calendar day after the agreed activation date |
Always check the current figures on Ofcom's automatic compensation page before quoting them. Providers must apply the scheme rates, but the exact waiting periods and exclusions matter.
For the wider complaint process, including deadlock letters and the ombudsman, read the UK broadband complaints guide.
Who is covered
The scheme covers residential and small-business broadband and landline customers of participating providers. The largest UK providers participate. Smaller providers may not. Check the provider's complaint page or ask directly: “Are you covered by Ofcom's automatic compensation scheme?”
Coverage is tied to the service, not the brand. A mobile-only customer is not covered in the same way as a home broadband customer. If you have a bundled package, identify which service failed.
Trigger 1: a missed appointment
An appointment is missed when the engineer does not arrive within the agreed window, or the provider cancels with less than the required notice. The payment is a fixed amount per missed appointment, not per day.
What to keep:
- The appointment confirmation with the date and time window.
- A note of who was home and when.
- Any access instructions you gave.
- The provider's cancellation message, if there was one.
Providers sometimes argue that access was not available. If someone was home and the instructions were followed, say so in writing and attach evidence. Do not rely on a phone call.
Trigger 2: a delayed repair
The repair clock applies when you have a total loss of service, not an intermittent slowdown. Report the fault, get a fault reference and note the date and time. The scheme's waiting period runs from the loss of service, and compensation accrues per calendar day after that.
A partial fault, such as slow speeds during peak hours, may not qualify. That does not mean you have no remedy; it means the automatic scheme may not be the right route. Use the formal complaint process and ask for a credit based on the actual loss.
Trigger 3: a delayed installation
If a new service is not activated on the agreed date, compensation can accrue per day until activation. Keep the order confirmation, the original activation date and every revised date. If the delay is caused by your property or a missed access arrangement, the provider may dispute the claim.
Ask the provider to confirm in writing:
- The agreed activation date.
- The reason for the delay.
- Whether the automatic scheme applies.
- The amount and date of the credit.
How to claim
- Identify the trigger. Missed appointment, delayed repair or delayed installation.
- Collect the proof. Appointment confirmation, fault reference, order date, messages and dates.
- Ask explicitly. Use the phrase “automatic compensation” and name the trigger.
- Ask for written confirmation. The amount, the calculation and when it will be credited.
- Check your next bill. If the credit does not appear, follow up in writing.
- Escalate if refused. Raise a formal complaint, request a deadlock letter after eight weeks if needed, and take the refusal to the ombudsman.
A simple claim message:
“My service at [address], account [number], lost service on [date] and was not restored until [date]. Under Ofcom's automatic compensation scheme this is a delayed repair. Please confirm the daily rate, the number of days and the credit due. Please also confirm the complaint reference.”
Automatic compensation versus a goodwill credit
These are not the same thing. Automatic compensation is a scheme payment triggered by a defined failure. A goodwill credit is discretionary and may come with conditions, including that you accept it in full settlement.
Ask: “Is this the automatic compensation payment, or a goodwill credit?” If it is a goodwill credit, ask whether accepting it closes the complaint and whether you can still claim the scheme amount.
Do not accept a small credit when the scheme clearly applies. Equally, do not reject a fair settlement just because it is labelled “goodwill”; what matters is the total remedy and whether it resolves the issue.
What the scheme does not cover
- Slow speeds that do not amount to a total loss of service.
- A fault caused by your own equipment or internal wiring.
- Missed appointments where access was genuinely not provided.
- Losses beyond the scheme payment, such as lost work or spoiled stock.
- Providers that have not signed up.
For losses outside the scheme, make a separate claim with receipts and a clear explanation of causation. The provider may refuse, but the complaint and ombudsman route still apply.
If the provider refuses to pay
Ask for the refusal in writing and the reason. Common reasons are “the appointment was not missed”, “the fault was not a total loss of service” or “the delay was caused by access”. Test each reason against your evidence.
If the refusal stands, raise a formal complaint. After eight weeks, or with a deadlock letter, take the case to the ombudsman. Include the scheme trigger, the dates, the rate and your calculation. The ombudsman can decide whether the provider applied the scheme correctly.
Keep a compensation log
| Date | Event | Evidence | Amount claimed |
|---|---|---|---|
| 2 Mar | Reported total loss of service | Fault ref 12345 | — |
| 6 Mar | Repair due; no engineer | Appointment screenshot | £32.31 |
| 10 Mar | Service restored | Provider SMS | 4 days at £10.34 |
A log like this is more persuasive than a long narrative. It also makes it easy to check whether the final credit matches the scheme.
Frequently asked questions
Is automatic compensation paid automatically?
In theory, yes. In practice, ask. Providers have complex billing systems, and the credit can be missed. Confirm the amount and the bill it will appear on.
Can I claim for more than one failure?
Yes, if separate triggers occurred. A missed appointment and a delayed repair can both apply if they are distinct failures. Keep each one documented separately.
Does the scheme apply if I switch provider?
The claim relates to the period when the failure happened. If you leave, ask for the payment as a final-bill adjustment or a cash payment.
Can I claim without a total loss of service?
The automatic repair payment is designed for loss of service. For intermittent faults, use the formal complaint route and ask for a credit based on the documented impact.
Do I need a solicitor?
No. The scheme and the ombudsman are designed for consumers. A clear timeline and the scheme rules are enough for most cases.
The bottom line
Automatic compensation is one of the few parts of UK broadband complaints that has a fixed rulebook. Identify the trigger, prove the dates, ask for the scheme amount by name and check the bill. If the provider refuses, the same evidence carries into a formal complaint and the ombudsman.
Compare provider contact routes
Open the provider pages for phone numbers, complaint steps and letter templates.
This guide is general information, not legal advice. Rules and complaint deadlines change. Confirm the current process with the provider or regulator before relying on a deadline. Read our editorial policy.