Got a communications problem? Try our advice guides
These days we spend more time than ever before surfing the web and using our phones.
Most people enjoy a reliable service from their provider but sometimes an issue can crop up.
The following guides will tell you what you need to do if you get a problem with your communications service.
As well as an overall guide to the complaints process, they also explain what to do if you experience a particular problem – such as receiving a silent call or if you end up being mi-sold a service.
Telecoms complaints
What do you do when something goes wrong – and who do you complain to?
Ofcom has a guide which will help you through the complaints process and tell you what you need to do each step of the way.
As well as advice on how to complain, it also explains who to complain to and what you need to do before taking your problem to an Alternative Dispute Resolution (ADR) scheme.
You can also watch our advice video on the complaints process.
Silent calls
Silent calls are annoying, irritating and can be very frightening, particularly for people who live alone.
That’s why in 2006 Ofcom introduced rules to crack down on silent calls, which has lead to a significant reduction in consumer complaints about this problem.
Learn more about those rules – and what you can do if you’ve received a silent call.
How to avoid being ’slammed’
There are now lots of phone companies competing to offer telephony services to consumers.
This increase in competition has led to greater choice and lower prices – but it’s also led to a growth in mis-selling.
There are various forms of mis-selling, one of which is known as ’slamming’ which is where customers are switched from one company to another without their knowledge or consent.
Disputing your phone bill
There are times when you may receive a phone bill which has charges that you don’t recognise or that you dispute having made.
Phone companies have a duty to provide their customers with a correct bill.
Customer service problems
The customer service you receive is often a matter of opinion – what one customer finds acceptable, another will not.
Customer service is one of the most complained about issues and Ofcom is keen to monitor consumer experience.
Mis-selling – mobile
If a company has mis-led you in to agreeing to their services, this may breach Ofcom regulations.
Advice and complaints
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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
Stay up to date
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Ofcom Consultations
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The Communications Market
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The Consumer Experience
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Enforcement Bulletins
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Audience complaints