How to Complain to Your Broadband Provider

How to Complain to Your Broadband Provider

Thursday, 15 September, 2016

Contacting customer service or filling in an official complaint are the two ways most broadband consumers complain about their service or lack thereof. However, while these should be your first point of call any complaint to a broadband provider can be escalated further if no solution is forthcoming.

The Provider

Complaining to the provider is the very first step. Each broadband company has a slightly different complaints procedure, so contact customer service before escalating a complaint, as they will be able to pass you on to the relevant department. If their solution proves inadequate or is non-existent, it’s time to move your complaint on to a higher authority.

Internet Service Providers’ Association (ISPA)

The Internet Service Providers’ Association (ISPA) is a body that most providers are members of – TalkTalk is the one exception to this rule. It will independently assess your complaint and recommended a solution. All you need to do is fill out the simple form on the website to get things started. It will respond to your complaint in five days and aims to solve it in ten.

Alternative Dispute Resolution

As required by Ofcom, all Internet Service Providers (ISPs) must be signed up to an Alternative Dispute Resolution (ADR) scheme. If it’s been eight weeks since your initial complaint and there is no solution in sight or if the proposed remedy is unsatisfactory, you’re entitled to contact the ADR scheme and seek a resolution that way. Get in touch with either CISAS or the Ombudsman Services for Communications.


If the problem is still continuing at this point, then a complaint to Ofcom (the communications regulator) must be made. You can complain to Ofcom even if a solution has been found. It regulates the industry so any complaint could lead to changes in the law. The Ofcom website makes it easy to make such a complaint but you are not guaranteed a response or a solution.
If none of this works, approach a consumer watchdog such as the Citizen’s Advice Bureau. It will advise you on whether legal action is required and the best way of pursuing such a claim.

What you need to do

Before you go through this complaints procedure you need to ensure you have met your responsibilities and can prove your complaint –


  1. Keep records of the fault – times, dates and speed measurements
  2. Check for obvious problems – check your ISP’s troubleshooting page
  3. Re-read the small print – check limits, speed offered and length of deals
  4. Write your complaint out to make it easier when on the phone
  5. Keep copies of written complaints as evidence



News What's the story?

Keep up with the latest developments in UK broadband.

Half a million homes without 10 Mbps broadband

Over 570,000 premises lack the basics for Universal Service Obligation.

Half a million homes without 10 Mbps broadbandHalf a million homes without 10 Mbps broadband Read more

The next generation of streaming technology is here

Read more

New study shows UK 5G is the slowest in the world

The fastest wireless broadband just isn't fast enough.

Read more

Openreach change lanes and abandon

All current plans for deployment are officially under review.

Read more

Help Learn with us

Make the most of the internet with our broadband library.

Dealing with bad behaviour online

Dealing with bad behaviour onlineDealing with bad behaviour online Read more

Ways to reduce domestic data usage

Read more

Moving House? How to sort out your broadband

Follow our guide to move broadband to a new address without all the stress!

Read more
Back To Top