Consultation: Review of ADR in the telecoms sector
Published: 15 January 2025
Last updated: 28 May 2025
Alternative Dispute Resolution (‘ADR’) is an option available to telecoms customers when they are unhappy with the outcome of their complaint with a provider, or if their complaint remains unresolved after eight weeks. Under these conditions, customers may raise their complaint to an ADR scheme, which is an independent body that carries out an impartial assessment of their unresolved complaint, free of charge.
Telecoms companies up their game on complaint handling, but more to do to keep customers satisfied
Published: 22 May 2025
New Ofcom research compares how the UK’s broadband, mobile and landline customers rate their providers for customer service – including call waiting times, complaint handling and overall satisfaction.
Choosing the best mobile, home broadband and landline provider - Interactive report 2025
Published: 22 May 2025
This interactive report covers customer service levels and experiences for residential telecoms customers in 2024, and compares them with levels in 2022 and/or 2023.
Comparing customer service: choosing the best home broadband, mobile and landline provider
Published: 18 May 2023
Last updated: 22 May 2025
This is Ofcom’s eighth report on how customer service levels for residential customers compare across the telecoms industry.
Report: Complaints about broadband, landline, mobile and pay-TV services
Published: 25 January 2024
Last updated: 1 May 2025
We publish the number of complaints we have received about landline, broadband, pay-monthly mobile and pay-TV services.
Latest telecoms and pay-TV complaints figures revealed
Published: 1 May 2025
Today we’ve published the latest figures for complaints we’ve received about the UK’s major telecoms and pay-TV providers.
ADR schemes' performance
Published: 26 January 2024
Last updated: 23 April 2025
Every quarter we publish key performance results for the two main ADR schemes, CISAS and Communications Ombudsman.
Automatic compensation: What you need to know
Published: 12 March 2024
Last updated: 1 April 2025
Our automatic compensation scheme means broadband and landline customers will get money back from their provider when things go wrong, without having to ask for it.
Latest telecoms and pay-TV complaints revealed
Published: 13 February 2025
Today we’ve published the latest figures for the complaints we’ve received about the UK’s main landline, broadband, mobile and pay-TV services.
Consumers to be able to escalate telecoms complaints to dispute resolution sooner, under Ofcom plans
Published: 15 January 2025
Consumers would only have to wait six instead of eight weeks before they can escalate their unresolved telecoms complaints to an alternative dispute resolution scheme, under plans put forward by Ofcom today.