Ofcom wants to make sure everyone gets the best from their phone and broadband services.
We cannot handle individual complaints
We understand how frustrating it can be when things go wrong.
That’s why we have improved the way phone and broadband providers deal with your complaints.
To get help with your individual problems, follow these steps:
ADR schemes act as an independent middleman. They will examine the case from both sides and reach a decision they think is fair.
If eight weeks have passed since you first formally complained you can contact the ADR scheme directly. There are two ADR schemes: Ombudsman Services: Communications, and the Communications and Internet Services Adjudication Scheme (CISAS). All providers must belong to one of the schemes. Your provider will tell you which scheme it is a member of, or you can use our ADR checker.
If you’ve had billing problems, let us know by filling out our short monitoring form.
Although we don’t investigate individual complaints, your help in highlighting problems plays a vital part in our work and we might investigate a company if monitoring data reveals a particular problem.
If your problem is with BT Basic or Kingston Communications’ social access package, complain to your provider.
If this does not resolve the problem, contact Ofcom’s Consumer Contact Team on 0300 123 3333 or 020 7981 3040. If you want to complain in Welsh, call 020 7981 3042.
Premium rate numbers generally begin with 09, 118, 0871, 0872 and 0873.
Mobile text shortcode numbers – the five- and six-digit numbers that you can use to enter text competitions, give to charity via your mobile, download mobile games, etc. – are also considered premium rate.
If you’re concerned about a particular premium rate service, or the way it has been advertised, complain to the Phone-paid Services Authority (previously known as PhonePayPlus).
If you believe a collection agency isn’t playing by the rules, tell them. If you’re still concerned, you can get advice from Citizens Advice