GB Country guide

Customer care and complaints in United Kingdom

The UK has some of the clearest escalation routes in the world: an eight-week complaint window, free ombudsman schemes for telecom and energy, and a statutory consumer body for water.

Providers: 31
Regulators: 7
Guides: 7

What matters here

Most providers must issue a deadlock letter or let eight weeks pass before an ombudsman will take your case.

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Choose a service

Broadband, mobile & home phone Internet, mobile and landline providers are among the most-complained-about essential services. Here is who to call, wh… 13 providers Open Electricity & gas Billing errors, meter disputes, missed appointments and disconnection threats. Find your supplier's complaint route and… 12 providers Open Water & sewerage Leaks, billing, pressure and water quality. Water complaints follow a different path from energy and telecom, and in so… 2 providers Open Postal & parcel delivery Missed deliveries, lost parcels, damage and unresolved claims. Postal complaints split between letters and parcels, and… 4 providers Open

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Providers in United Kingdom

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BT BT Broadband, landline and mobile across the UK Broadband & mobile BG British Gas Gas, electricity and home services Energy TW Thames Water Water and sewerage for London and the Thames Valley Water EDF EDF Energy Electricity, gas and smart tariffs Energy EN E.ON Next Electricity, gas and smart meters Energy SP ScottishPower Electricity, gas and smart meters Energy OV OVO Energy Electricity, gas and smart home products Energy UT Utilita Prepayment energy and smart meters Energy

Escalation

Regulators and ombudsmen

Ofcom Office of Communications Broadband, mobile & home phone · UK — communications CO Communications Ombudsman Broadband, mobile & home phone · UK — telecom OS Ombudsman Services: Communications Broadband, mobile & home phone · UK — telecom Ofgem Office of Gas and Electricity Markets Electricity & gas · UK — energy EO Energy Ombudsman Electricity & gas · UK — energy CCW Consumer Council for Water Water & sewerage · England and Wales — water Ofwat Water Services Regulation Authority Water & sewerage · England and Wales — water

Guides for United Kingdom

General

Deadlock letters explained: the key to the UK ombudsman

What a deadlock letter is, when to ask for one, and what to do if your provider refuses.

Broadband, mobile & home phone

How to complain about your broadband provider in the UK

The eight-week rule, deadlock letters and the two ombudsman schemes — a practical walkthrough from first call to final decision.

Broadband, mobile & home phone

Broadband auto-compensation in the UK: what you are owed

Missed appointments, delayed repairs and late installations can trigger automatic payments. Here is how the scheme works and how to claim.

Electricity & gas

How the Energy Ombudsman works in the UK

Eligibility, evidence, timelines and what the Energy Ombudsman can actually award.

All complaint guides

Wrong route?

Not sure who handles your complaint?

Read the escalation guide, or send us the provider name and we will point you to the right door.

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