Ombudsman Services: Communications
Ombudsman Services: Communications provides dispute resolution for UK consumers and small businesses experiencing issues with mobile phone, broadband, landline, and Pay TV services. This service is available to those whose providers are members of the scheme. Consumers must first attempt to resolve their complaint directly with their provider. If unresolved after eight weeks or if a 'deadlock' letter is issued, they can escalate to the Ombudsman. Typical wait times for case resolution can vary, especially during peak complaint periods. It is advisable to call during non-peak hours to potentially reduce wait times.
Updated 15 Dec 2025
Expected outcomes
- Investigate service disputes
- Resolve billing issues
- Address service interruptions
- Handle contract disputes
- Process compensation claims
Call preparation
Assemble everything before you dial. These requirements are verified by our call analysts and updated as organizations change their scripts.
- Provider name
- Account details
- Complaint description
- Evidence of prior complaint
- Deadlock letter
- Supporting documentation
Known issues
Users occasionally report long wait times for case resolution, particularly during peak periods. To minimize delays, ensure all documentation is complete when submitting a complaint. Additionally, not all communications providers are members of the Ombudsman scheme, which can limit eligibility for some consumers. It is recommended to verify your provider's membership before proceeding with a complaint. Providing thorough and accurate information can help expedite the resolution process.
