How to Complain to the Communications Ombudsman
The Communications Ombudsman settles disputes with phone, broadband and pay TV providers such as BT, EE and Plusnet, once the provider has had 6 weeks to put things right. It is free, and it takes disputes by post. Write your letter, and we print it and post it for you by Royal Mail.
From £2.49 including printing and postage
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Quick Answer
- Complain first to
- Your provider
- The provider has
- 6 weeks
- Then you have
- 12 months
- Cost
- Free
- Phone
- 0330 440 1614
A deadlock letter from your provider lets you go sooner. If you first complained before 8 April 2026, the old 8 week wait still applies.
Where to Send It
Complain to your phone or broadband provider first, at the address on your bill or its complaints page. If it does not sort it out, write to the Communications Ombudsman.
Communications Ombudsman
Registering a dispute, or sending evidence, by post.
Communications OmbudsmanPO Box 730WarringtonWA4 6WUYou can also register a dispute online, by email to enquiry@commsombudsman.org, or by phone on 0330 440 1614, Monday to Friday 8am to 6pm.
Write to this addressYour phone or broadband provider
Your complaint to your provider, which comes first.
The address on your billor your provider's complaints pageSay what went wrong and what you want your provider to do, and keep a copy.
Write your complaint letterIf your provider uses CISAS
O2, Sky, Three, TalkTalk, Virgin Media, Vodafone and some others use CISAS instead.
CISASa different free schemeOur CISAS guide explains how to apply, including by post.
Read the CISAS guideChecked against the Communications Ombudsman and Ofcom websites on 19 October 2026.
Why Send It With PostRight
Proof It Arrived
Choose Tracked 24 and you can see when your letter was delivered, with a photo on delivery. Useful when a deadline or reply time counts from the day it arrives.
No Printer, Envelope or Stamp
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Posted Today
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The Address Done for You
Press Write to this address and we fill in the address exactly as it is shown on this page.
How It Works
- 1Complain to your providerWrite to your provider first, saying what went wrong and what you want it to do. Keep a copy.
- 2Write to the Communications OmbudsmanAfter 6 weeks, or once you have a deadlock letter, press Write to this address and we fill in the Communications Ombudsman's address. To send copies of your evidence with it, upload your letter and the copies together as one PDF.
- 3We print it and post itOrder by 2.30pm on a working day and we post it the same day by Royal Mail. Choose a tracked service for a record of when it arrived.
Complain to Your Provider First
The Communications Ombudsman only looks at a dispute once your provider has had the chance to sort it out. Since 8 April 2026, your provider has 6 weeks. If you first complained before 8 April 2026, the old 8 week wait still applies. If your provider sends you a deadlock letter, saying it will not do any more, you can go to the Communications Ombudsman straight away.
Put your complaint in writing and keep a copy. A tracked letter shows the date it arrived, which helps you count the 6 weeks.
Which Providers It Covers
Ofcom lists BT, EE, giffgaff, iD Mobile, Lebara, Lyca Mobile, Plusnet, Tesco Mobile and Utility Warehouse as using the Communications Ombudsman. NOW, O2, Sky, SMARTY, TalkTalk, Three, Virgin Media, Vodafone and VOXI use CISAS instead. If your provider is not on either list, Ofcom suggests checking with the schemes directly.
Time Limit
You must take your dispute to the Communications Ombudsman within 12 months of your provider's deadlock letter.
What It Covers
It handles disputes about mobile, broadband, landline and pay TV services from providers in its scheme. Ofcom says small businesses with up to 10 staff can use it too. It does not look at fraud itself, streaming services such as Netflix or Amazon Prime, mis-sold consumer credit or providers that do not trade in Britain, and handsets are usually not covered.
What Happens Next
Its decisions are legally binding on your provider, which has 28 days to carry them out. The most it can award is £10,000. If you reject its decision, you can still take your complaint elsewhere, such as to court.
Other Ombudsman Guides
Frequently Asked Questions
Communications Ombudsman, PO Box 730, Warrington, WA4 6WU. You can also register a dispute online, by email or by phone.
Send your phone or broadband complaint today.
Write or upload your letter, choose your service at checkout, and we print it and post it by Royal Mail.