Step 1: Contact your network directly
State clearly you are making a formal complaint. Request a reference number. Networks must acknowledge and attempt resolution.
Step 2: Wait 8 weeks or deadlock
If unresolved after 8 weeks, or if the network issues a final position (deadlock letter), you can escalate to an Alternative Dispute Resolution (ADR) scheme — free for consumers.
Step 3: ADR scheme
- 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 applies. Decisions are binding on the network. Free for consumers.
Common scenarios
- Unexpected price rise: If rise was not disclosed at sign-up, you may have grounds to exit penalty-free
- Coverage worse than advertised: Check Ofcom independent data — escalate via ADR if materially different
- PAC/STAC refused: Networks must provide within 60 seconds — any refusal is an Ofcom breach
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