Complaints

Communications Ombudsman Complaint Letter Template

Write a clear escalation letter about an unresolved phone, mobile or broadband complaint. First check whether your provider uses Communications Ombudsman or CISAS.

When to use this template

After complaining to your telecoms provider and meeting its ADR scheme's eligibility rules. Use the scheme your provider belongs to, not whichever name appears in a search result.

Who handles phone, mobile, broadband and internet complaints?

People searching for the phone ombudsman, telecommunications ombudsman or internet ombudsman are usually looking for telecoms alternative dispute resolution. The two Ofcom-approved schemes are Communications Ombudsman and CISAS. Check your provider's complaints code or Ofcom's guidance to identify the correct scheme.

Use this template to organise the facts for the correct scheme. Change the recipient and follow its submission requirements. Ofcom is the regulator, not the organisation that resolves your individual complaint through these ADR schemes.

The six-week rule and deadlock letters

For complaints first raised on or after 8 April 2026, unresolved telecoms disputes can normally be referred after six weeks. Complaints first raised before that date normally retain the eight-week rule. A written deadlock letter can allow earlier escalation, subject to scheme eligibility.

Record when you first complained, not simply when a fault began. A requested reply date in your own letter does not shorten the formal waiting period. Keep the provider's complaint reference and final response.

What evidence should I attach?

For broadband or internet faults, provide outage dates, fault references, relevant speed-test records and what was promised in the contract. For mobile or phone billing disputes, identify the disputed charges, bills and dates. For cancellation or switching, include the request, confirmation and any later bills.

Summarise the effect on you and ask for a specific remedy. Refer to automatic compensation only if the service, incident and provider qualify under the applicable rules; do not assume a guaranteed award.

For a step-by-step explanation, read how to complain about your phone or internet provider.

Still at the provider stage? Adapt the formal complaint letter template before escalating.

Understand the waiting period and final response in our deadlock and ombudsman guide.

For a different type of dispute, see how to choose the right ombudsman.

The template

[Your full name]
[Your postal address]
[Your email or telephone]
[Date]

To: [Communications Ombudsman / CISAS, as applicable]
Re: Complaint about [phone/mobile/broadband provider], reference [reference]

Dear [scheme's case team],

I ask you to consider my unresolved complaint about [provider and service].
I first raised this complaint with the provider on [date].
[The applicable six-week/eight-week waiting period has passed / A deadlock letter was issued on date, attached.]
I have checked that [provider] uses your scheme.

The service/account concerned is [reference and relevant service address].
The problem is [fault, charges, cancellation, switching or another issue].

Timeline:
- [Date: issue and supporting record]
- [Date: contact with provider and fault/complaint reference]
- [Date: response or promised action]

The provider's position is [summary]. What remains unresolved is [facts].
This has affected me by [actual loss, disruption or inconvenience].
I ask you to consider [specific correction, refund, explanation or other remedy, with reasons].

I attach copies of [contract, bills, complaint correspondence, relevant fault records and final response if available].
Please tell me if an official form or further evidence is needed.

Yours faithfully,
[Your full name]

Prefer to write your own from scratch? write a letter online.

Tips for using this template

1Replace every placeholder and remove any paragraph that does not describe your experience. Keep the wording factual and in your own words.
2Include a dated timeline, your original complaint reference, the business's response and an indexed list of relevant evidence. Send copies, not irreplaceable originals.
3Explain the effect on you and the practical outcome you want. Do not invent legal arguments, promise a compensation amount or include unnecessary sensitive information.
4Check the scheme's current eligibility, address and submission instructions. Keep copies of your submission and confirmation.
5The ombudsman's service is free. Our printing and postage is optional, not a fee to open or win a complaint. This template is general information, not legal advice.

Frequently asked questions

How do I write to the broadband or internet ombudsman?

Identify your provider's ADR scheme, state the original complaint date, explain the unresolved issue and include relevant contract, billing or fault evidence. Use Communications Ombudsman or CISAS according to provider membership.

Do phone and mobile complaints have an eight-week waiting period?

For complaints first raised on or after 8 April 2026, the normal telecoms ADR waiting period is six weeks. Earlier complaints normally retain eight weeks. A written deadlock letter may allow earlier referral.

Can I send my complaint directly to Ofcom?

Ofcom can receive reports and regulates providers, but individual dispute resolution is handled through the provider's complaints procedure and the appropriate ADR scheme.

Does it cost money to use Communications Ombudsman or CISAS?

These consumer ADR routes are free. If you choose our physical letter service, you pay only for optional printing and postage, not to register a dispute.

Ready to send? Post it without leaving home.

Personalise this template in our editor. We print on 100gsm paper, fold, seal and post via Royal Mail. From £2.99, with same-day despatch normally available before 2:30 pm UK time on working days. Review the final quote before paying.

The ombudsman service is free. You do not need to pay us to complain. We offer optional printing and postage, not legal advice or representation.

Use this template