Step 1: Contact your network directly
All UK mobile networks have a formal complaints process. Contact customer service and state clearly that you are making a formal complaint. Request a complaint reference number. Networks are required by Ofcom to acknowledge complaints and attempt resolution.
Step 2: Wait 8 weeks (or deadlock)
Give the network 8 weeks to resolve your complaint. If they cannot resolve it within 8 weeks, or if they issue a "deadlock letter" (final position), you can escalate to an Alternative Dispute Resolution (ADR) scheme.
Step 3: ADR scheme — free for consumers
Two Ofcom-approved ADR schemes cover UK mobile operators:
- Communications Ombudsman (commsombudsman.org) — covers EE, TalkTalk, and most MVNOs
- CISAS (cisas.org.uk) — covers O2, Three, Vodafone, Sky Mobile, Tesco Mobile
Check your network's complaints page to confirm which scheme applies. ADR is free for consumers. Decisions are legally binding on the network.
Ofcom complaints
Ofcom (ofcom.org.uk) does not handle individual consumer complaints directly — they investigate systemic issues and set regulations. However, reporting a persistent issue to Ofcom helps build their evidence base for regulatory action.
Common complaint scenarios
- Unexpected price rise: Check if rise was properly disclosed at sign-up. If not, you may have grounds to exit penalty-free.
- Coverage worse than promised: Check independent coverage data at checker.ofcom.org.uk. If materially worse than advertised, escalate via ADR.
- Refusing PAC/STAC: Networks must provide PAC/STAC within 60 seconds. Any refusal is a breach of Ofcom regulations — escalate immediately.
- Mid-contract changes: Any material changes to your contract give you a right to exit penalty-free under Ofcom rules.
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