Ombudsman Services: Communications

Ombudsman Services: Communications is the other approved dispute-resolution scheme for UK telecoms. Like the Communications Ombudsman, it is free to consumers and exists to settle complaints that a provider has not been able to resolve. The two schemes do not compete for the same case: each provider belongs to one of them, and that membership decides where your complaint goes.

What the scheme handles

• Broadband, mobile and landline billing disputes.
• Service quality, outages and missed appointments.
• Contract terms, cancellation charges and switching problems.
• Mis-selling and misleading information about a plan.
• Failure to follow the automatic compensation rules.

What it cannot do

The scheme cannot consider a case before the provider has had a proper chance to resolve it, unless a deadlock letter has been issued. It cannot award damages in the way a court can, cannot hear cases already before a court and cannot make decisions about energy, water or financial services. Those have their own ombudsman arrangements.

The eight-week rule

The usual trigger is eight weeks from the formal complaint, or a deadlock letter if the provider issues one sooner. Keep a copy of the complaint and the date it was acknowledged. If the provider has stopped responding, that is itself evidence. The ombudsman can deal with a provider that has gone silent, but it still needs the basic timeline.

Prepare a short case file: account number, contact details, a dated chronology, copies of bills and screenshots, and a clear statement of the remedy you want. If you are claiming a specific amount, show how you calculated it. If you want an apology or a repair, say so. Vague requests produce vague outcomes.

Choosing between the two schemes

Check the provider's complaints page before filing. The wrong scheme will simply redirect you, which adds weeks. If the provider refuses to name its scheme, put the question in writing and keep the answer. The provider's terms and conditions usually name the ADR body as well.

For the full provider-first process, read how to complain about broadband in the UK. If you are stuck at the deadlock stage, deadlock letters explained sets out what to ask for and when.

If the provider ignores the decision

An ombudsman decision accepted by the consumer is binding on the member provider. If the provider does not implement it, tell the scheme immediately and keep evidence of the non-payment or non-repair. The scheme can enforce compliance with its members, and a written reminder from the ombudsman usually resolves the last mile.