Ofcom's advice on your next step

Problems with your internet service -
Internet service bill and contract issues

If you’ve gone through the company’s formal complaint process and your concerns still aren’t resolved, the next thing to try is the company’s Alternative Dispute Resolution (or ADR) scheme. The ADR scheme acts as an independent middleman between the company and the customer. If the company’s in the wrong, the ADR scheme can order the company to fix the problem and, if needed, pay compensation.

You should find details of the company’s ADR scheme either on the back of your bill, or available from the company’s customer services staff.

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The information you provide below will be used for monitoring purposes only.

Ofcom does not investigate individual consumer complaints and we will not respond to you about your individual complaint. However, we monitor all consumer issues and may investigate a company if monitoring data reveals a particular problem. You can help us by filling in our consumer monitoring survey form.

Please note that this survey form is for monitoring purposes only and you should not expect Ofcom to address your individual case. Individual complaints should be raised with your provider first, then with its Alternative Dispute Resolution service if the issue has not been resolved.