How to resolve broadband complaints using independent dispute resolution services

Broadband internet access is something we tend to take for granted until it begins to underperform or malfunction.

Few of us would ever run a broadband line speed check unless web pages were struggling to load, and we rarely reboot a router until connectivity has slowed down or stopped altogether.

In a similar fashion, consumers don’t usually investigate the service standards and reputation of a particular ISP before committing to a fixed-term contract.

Yet ISPs operate highly complex services over a patchwork quilt of national infrastructure with varying reliability, to consumers who often lack even basic awareness of these services.

And broadband companies are far from infallible when it comes to delivering reliable service provision, accurate billing or acceptable levels of customer support.

Large ISPs often struggle to communicate effectively between departments, while smooth-tongued salespeople may as well be describing a different company to the one some customers recognise.

If broadband billing disputes have arisen in three successive months, or you’ve waited in twice for engineer visits, it may be time to make a formal complaint.

And if the ISP itself is either unable or unwilling to admit its culpability, there are organisations who will independently arbitrate on such disputes.

These dispute resolution services are free to approach and request support from, and they’re also surprisingly effective at achieving satisfactory outcomes…

Sticking to their resolutions

Every ISP operating in the United Kingdom is required to register with an independent dispute resolution agency.

ISPs may sign up to one of two ADRs – CISAS or the Communications Ombudsman, which changed its name from Ombudsman Services back in 2023.

Consumers have no choice about which organisation their ISP is signed up to, though most brands listed here on BroadbandDeals.co.uk are governed by the Communications Ombudsman.

Exceptions include NOW, Sky, TalkTalk and Vodafone, all of whom entrust client disputes to CISAS.

Both dispute resolution services have the power to force ISPs into action – cancelling contract periods, waiving cancellation fees, insisting on compensation and so on.

However, the word ‘independent’ is key. ADRs are not consumer-oriented, and they will approach failings by either party impartially.

If you blamed an ISP for something which was actually caused by your own actions (or inactions), the ADR will take this into account when making its final judgement.

Nonetheless, they’re highly adept at making ISPs acknowledge and address their own failings.

Crucially, you can only raise an ADR complaint when your ISP has tried and failed to resolve an issue.

In reality, this typically means at least eight weeks since an initial complaint was raised.

The only exception to the eight-week rule tends to come if the ISP has already declared its inability to reach an agreement, by sending something called a deadlock letter.

ADRs themselves have a further eight weeks to reach a resolution, which happens in over 99 per cent of cases according to the latest data from industry regulator Ofcom.

How can I make my case effectively to an ADR?

Firstly, and most importantly, remain calm at all times. Agitation often precedes anger, exaggeration and inaccurate reporting, all of which could hinder your case.

If an ISP has a telephone recording of you shouting and swearing at its customer service staff, this behaviour is unlikely to impress a dispassionate observer reviewing it months later.

Secondly, keep detailed notes of every broadband issue you experience. Times, dates, durations, symptoms and – in particular – how the ISP reacted should all be recorded.

Ensure any correspondence with the ISP is saved. Flag emails, file letters, take screenshots of web chats and write down summaries of phone calls as accurately as you can.

It’s vital to present your case as concisely and factually as possible, particularly if part of your complaint revolves around an ISP not communicating effectively (with you or itself).

ADRs don’t care if consumers became frustrated or upset, but they do care about tangible losses – a day’s wasted annual leave awaiting an engineer’s visit, or a job interview missed because the broadband cut out yet again…