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Communications Act 2003 - Framework for telecoms regulation
Ofcom General Conditions of Entitlement - Rules all telecoms providers must follow
Consumer Rights Act 2015, Part 1 - Services must be performed with reasonable care and skill
Consumer Contracts Regulations 2013 - 14-day cooling-off period for distance sales
Ofcom Voluntary Code of Practice on Broadband Speeds - Speed guarantees
Under Ofcom's code, if your provider cannot deliver the minimum speed guaranteed at point of sale, you have the right to exit the contract without penalty. The provider must attempt to fix the issue first, but if they cannot, you can leave.
Providers must make contract terms on price increases clear and prominent at the point of sale. From April 2024, Ofcom requires providers to state price rises in pounds and pence rather than percentages linked to inflation.
The One Touch Switch process (for broadband) means your new provider handles everything. You should not face double billing or service gaps. Early termination charges must be reasonable and proportionate.
Providers must credit your account for extended outages. Under Ofcom's automatic compensation scheme (if your provider has signed up), you receive £9.33/day for loss of service (after 2 full working days).
Put your complaint in writing. Reference the specific Ofcom General Condition breached and what remedy you expect.
The provider has 8 weeks to issue a final response.
Escalate to either CISAS or Ombudsman Services: Communications (check which one your provider belongs to). The ADR scheme is free and can award compensation.
For systemic issues, report to Ofcom. They do not resolve individual complaints but use complaint data to take enforcement action.
Utilities
Telecoms & Broadband Disputes
Overview
Mobile phone, broadband, and landline disputes are regulated by Ofcom and resolved through dedicated ADR schemes. Whether your provider has failed to deliver the speed promised, overcharged you, or made it difficult to leave, you have clear rights under UK consumer law and Ofcom's General Conditions.
Key Legislation and Regulation
Common Issues
Broadband Speed
Under Ofcom's code, if your provider cannot deliver the minimum speed guaranteed at point of sale, you have the right to exit the contract without penalty. The provider must attempt to fix the issue first, but if they cannot, you can leave.
Mid-Contract Price Increases
Providers must make contract terms on price increases clear and prominent at the point of sale. From April 2024, Ofcom requires providers to state price rises in pounds and pence rather than percentages linked to inflation.
Switching and Leaving
The One Touch Switch process (for broadband) means your new provider handles everything. You should not face double billing or service gaps. Early termination charges must be reasonable and proportionate.
Service Outages
Providers must credit your account for extended outages. Under Ofcom's automatic compensation scheme (if your provider has signed up), you receive £9.33/day for loss of service (after 2 full working days).
Step-by-Step
Step 1: Complain to the Provider
Put your complaint in writing. Reference the specific Ofcom General Condition breached and what remedy you expect.
Step 2: Allow 8 Weeks
The provider has 8 weeks to issue a final response.
Step 3: ADR Scheme
Escalate to either CISAS or Ombudsman Services: Communications (check which one your provider belongs to). The ADR scheme is free and can award compensation.
Step 4: Ofcom
For systemic issues, report to Ofcom. They do not resolve individual complaints but use complaint data to take enforcement action.
EvenStance Can Help
EvenStance can check your broadband speed rights, generate your formal complaint, identify the correct ADR scheme for your provider, and guide you through the process.
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