Broadband & Telecoms
Broadband and telecoms providers are regulated by Ofcom, and since 2022, automatic compensation applies when they fail to deliver. If your speeds are below what you were promised, or you're being charged to leave a contract, there's a strong case to make.
The law that applies
Communications Act 2003
The primary legislation governing telecoms regulation. Gives Ofcom powers to set licence conditions.
Ofcom Automatic Compensation Scheme (2022)
Broadband providers signed up to the scheme must pay: £8.40/day for slow repairs, £26.24 for a missed engineer appointment, £5.25/day for delayed activation.
Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
Rights to cancel distance contracts. Applies to telecoms contracts sold online or over the phone.
The process — step by step
Formal complaint to the provider
Write to the provider citing the specific breach — advertised speeds, missed appointments, or mis-sold contract terms. Claim automatic compensation where applicable.
8-week clock or deadlock letter
If unresolved after 8 weeks, or following a deadlock letter, you can escalate to an ADR scheme.
CISAS or Ombudsman Services: Communications
Two approved ADR (Alternative Dispute Resolution) schemes handle telecoms complaints. Free, independent, and binding on the provider.
Escalation path
CISAS or Ombudsman Services: Communications
Your provider will belong to either CISAS (Communications and Internet Services Adjudication Scheme) or Ombudsman Services: Communications. Check the provider's website to confirm which scheme they use.
Important warnings
Early termination fees (ETFs) are sometimes unlawful — especially if the contract was mis-sold. Challenge the fee as well as seeking to leave.
Automatic compensation must be claimed — it isn't always paid automatically, despite the name. A formal letter triggering the claim is often needed.
Speeds 'up to' advertised speeds are a minimum guaranteed standard for many providers — check your contract.
What Fight My Corner covers for this dispute
What's included
- Speed below advertised minimum guarantee
- Missed engineer appointments
- Delayed activation
- Billing errors
- Early termination fee disputes
- Mis-sold contract terms
What's not included
- Physical infrastructure repairs (contact the provider's engineering team)
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Legal disclaimer · Fight My Corner provides letter generation tools, not legal advice.