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Independent regulator and competition authority
for the UK communications industries.

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Telecoms complaints

Customer serviceThese days we spend more time than ever before surfing the web and using our phones.

So it’s not surprising that problems sometimes occur.

But what do you do when something goes wrong – and who do you complain to?

Problems with customer service is one of the issues we receive most complaints about.

Customer service

Although there are no direct Ofcom regulations covering this part of a company’s service, Ofcom is keen to monitor consumer experience.

Our customer service guide explains more about this issue including what you need to do if you want to complain.

We also have a guide on disputing your phone bill, as well as a video guide on how to complain if you have a problem with your communications provider.

The guide will help you through the complaints process and tell what you need to do each step of the way.

It also explains more about Alternative Dispute Resolution (ADR) schemes, which act as an independent middleman between the service provider and the customer when things go wrong.

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Ask us

Advice and complaints

  • Your fixed line, mobile and internet

    Our job is to make sure that phone companies treat you fairly.
    Our advice and monitoring forms

  • TV and Radio Programmes

    Are you concerned about a programme you have seen on television or listened to on the radio?
    Find out how to complain

  • TV and Radio reception problems

    The BBC are responsible for investigating complaints of interference to domestic radio and television.
    Advice and how to report a problem