An unexplained charge on your bill, a connection that never hits the speed you were promised, a fault that has dragged on for weeks: disputes with a broadband or mobile provider are common, and they are exhausting. When the customer service line leads nowhere, plenty of people simply give up, assuming the only alternative is an expensive legal fight. It isn't. There is a free, independent route that can settle the matter and force your provider to act, the rules changed this year to let you use it sooner, and the whole thing works best if you follow the steps in the right order.

Start with a formal complaint to your provider

Before anything else, you have to complain to your provider directly, and skipping this step is the most common mistake. Do it in writing where you can, keep a note of dates, reference numbers and who you spoke to, and hang on to any emails. This paper trail matters later. If the provider fixes the problem, the process ends there. If it doesn't, that record becomes the backbone of your case.

Once the complaint is logged, the escalation follows a clear sequence. Here is how to take a stalled dispute all the way to an independent decision.

  1. Complain to your provider in writing, setting out the problem, the dates and the resolution you want, and keep a copy.
  2. Gather your evidence: contract, bills, screenshots, fault reference numbers and any replies you have received.
  3. Wait six weeks, or ask for a deadlock letter if the provider says nothing more can be done internally, which lets you escalate straight away.
  4. Check which Ofcom-approved scheme your provider uses and file your case free with the Communications Ombudsman or CISAS.
  5. Accept or reject the ruling: the provider is bound by it, but you are not, so the courts remain an option if you are unhappy.

Knowing your rights before you complain makes a real difference, and it is worth reading up on what you are actually entitled to under your contract. Our broadband comparison guide can also help you weigh up the alternatives if the relationship has soured.

Escalate free to an Ofcom-approved ombudsman

If your provider has not resolved the complaint, you can take it to an independent Alternative Dispute Resolution (ADR) scheme, and it costs you nothing. Since 8 April 2026 you can escalate after six weeks, down from the previous eight. You do not even have to wait that long if the provider issues a "deadlock letter", which confirms nothing more can be done internally and lets you go to ADR straight away.

There are two Ofcom-approved schemes: the Communications Ombudsman and CISAS, the Communication and Internet Services Adjudication Scheme. Every provider must belong to one of them, so check which scheme yours uses before you file. The ADR body looks at both sides and reaches an independent decision, typically within a few weeks. The table below sets out the stages, the timing and who ends up bound by the outcome.

From complaint to ruling: the three stages
Stage How it works Timing Binding on
Formal complaint In writing to your provider Provider's own timescales Required first step
ADR escalation Communications Ombudsman or CISAS, free From 6 weeks, or sooner with a deadlock letter —
ADR decision Independent adjudicator reviews both sides Usually a few weeks Provider, not you

A tidy, well-argued case is far more likely to succeed, so it pays to know what helps and what gets in the way.

  • Put your complaint in writing and keep every reference number: a clear paper trail is what makes your case stand up.
  • Be specific about the resolution you want, whether that is a refund, a bill correction or compensation.
  • Ask for a deadlock letter if talks have clearly stalled, rather than waiting out the full six weeks.
  • Don't file with ADR before you have complained to the provider: the scheme will send you back to square one.
  • Don't rely on phone calls alone: without a written record it is hard to prove what you asked for and when.

The decision is binding on the provider, not on you

This is the part that gives the process real teeth. An ADR ruling is binding on your provider, so if the scheme orders a refund, a bill correction or compensation, the company has to comply. Crucially, it is not binding on you: if you are unhappy with the outcome, you can reject it and still take the matter to court. In practice, that balance is why so many disputes are settled at this stage.

Good to know: the six-week rule applies to complaints raised on or after 8 April 2026 and covers consumers as well as small businesses and small charities. It is not applied retrospectively, so older complaints still follow the previous eight-week timeline.

If the relationship with your provider has broken down for good, switching may be the cleaner fix, and our guide on how to switch broadband provider walks you through it. Either way, knowing this free route exists means a stalled complaint no longer has to be the end of the road. You can start comparing deals any time on our broadband hub.