Consultation: Review of ADR in the telecoms sector
Published: 15 January 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.
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.
Latest telecoms and pay-TV complaints figures revealed
Published: 14 November 2024
Today we’ve published the latest figures for complaints we’ve received about the UK’s major providers of landline, mobile, broadband and pay-TV services.
Report: Complaints about broadband, landline, mobile and pay-TV services
Published: 25 January 2024
Last updated: 14 November 2024
We publish the number of complaints we have received about landline, broadband, pay-monthly mobile and pay-TV services.
Making a complaint and using ADR schemes
Published: 8 March 2024
Last updated: 5 November 2024
You can use this page to see which ADR scheme your provider belongs to.
ADR schemes' performance
Published: 26 January 2024
Last updated: 17 October 2024
Every quarter we publish key performance results for the two main ADR schemes, CISAS and Communications Ombudsman.
Call for inputs: review of ADR in the telecoms sector
Published: 29 November 2023
Last updated: 15 October 2024
We are inviting stakeholder comments on our review to consider whether consumers and small businesses are receiving accessible, fair and consistent outcomes from the ADR procedures established under the Act.
Customers to get clearer broadband information
Published: 16 September 2024
Consumers must be told in clear terms about the technology that underpins their broadband service when signing up to a new deal, under new Ofcom guidance for providers that comes into force today.
Latest telecoms and pay-TV complaints figures revealed
Published: 25 July 2024
Today we’ve published the latest figures for complaints we’ve received about the UK’s major landline, mobile, broadband and pay-TV providers.
Mobile coverage data availability
Published: 18 July 2024