Complaining to Ofcom
How to make a complaint about broadcasting, telecoms, postal services, or online safety to Ofcom.
Visión general
Ofcom is the UK's communications regulator. It handles complaints about TV and radio broadcasting standards, telecoms and broadband services, postal services, and (under the Online Safety Act 2023) online safety. For individual consumer disputes with telecoms/broadband providers, Ofcom directs you to use Alternative Dispute Resolution (ADR) schemes. For broadcasting standards complaints, Ofcom investigates directly.
Proceso paso a paso
Complain to the provider first
For telecoms, broadband, or postal complaints, you must first complain to the service provider directly and allow them 8 weeks to resolve the issue (or until they issue a deadlock letter).
- Keep records of all contact with the provider
- Ask for a deadlock letter if they cannot resolve it
Use ADR for consumer disputes
If unresolved, escalate to the relevant ADR scheme: either CISAS or the Communications Ombudsman. These are free, independent services that can make binding decisions on the provider.
- Check which ADR scheme your provider belongs to on Ofcom's website
- ADR is free for consumers
Complain to Ofcom for broadcasting/online safety
For broadcasting standards complaints (offensive content, inaccuracy, fairness), complain to Ofcom directly using their online form. Ofcom assesses complaints against the Broadcasting Code. For online safety concerns under the OSA 2023, Ofcom is developing new complaints procedures.
- You usually have 20 working days from the broadcast to complain about TV/radio content
- Ofcom cannot award compensation — it regulates standards
Costes
Advertencias importantes
Ofcom cannot resolve individual billing disputes — use ADR for those.
Broadcasting complaints should be made promptly — there are time limits.
Ofcom's role is changing under the Online Safety Act — new duties are being phased in.