Most broadband and phone problems are sorted out quickly. Sometimes, though, a complaint drags on and you feel you are getting nowhere. For those cases, UK rules give home customers and small businesses, including small charities and other not for profit organisations, access to a free, independent dispute resolution scheme. In 2026 Ofcom shortened the time you have to wait before you can use it.
This guide explains the new six week rule, what a deadlock letter is, the two approved schemes, and how to make a complaint that is more likely to be resolved quickly.
What changed on 8 April 2026
Under Ofcom's new complaints rules, from 8 April 2026 you can take an unresolved complaint to alternative dispute resolution, usually called ADR, six weeks after you first raised it with your provider. Before then, you had to wait eight weeks.
Two weeks may not sound like much, but when your broadband is not working properly or you are being charged for something you dispute, it makes a real difference. The change also encourages providers to deal with complaints promptly, because a case can reach an independent adjudicator sooner.
What is ADR?
Alternative dispute resolution is a way of settling a disagreement without going to court. An independent scheme looks at the evidence from you and your provider and reaches a decision. It is free for you to use.
ADR is available to home customers and to small businesses, and that includes charities and other not for profit organisations of that size. The rules usually treat a small business as one with 10 or fewer people working for it. Larger organisations normally rely on the terms of their contract instead.
The two approved schemes
Ofcom approves two ADR schemes for phone and broadband complaints:
- the Communications Ombudsman;
- CISAS, the Communications and Internet Services Adjudication Scheme.
Every provider must belong to one of them. You cannot choose which one hears your case: it is the scheme your provider belongs to. Your provider should tell you which scheme that is, and it is usually shown in its complaints code.
What is a deadlock letter?
You do not always have to wait the full six weeks. If your provider writes to you to say it cannot agree a solution with you, that is known as a deadlock letter. Once you have one, you can go straight to the ADR scheme.
A deadlock letter is not a bad outcome in itself. It simply means both sides accept they see things differently and an independent view is the sensible next step.
How to complain well
The quickest resolution usually comes from a clear complaint made to the right place. These steps help.
- Use the provider's complaints process. Check its complaints code to see how to raise a complaint, whether by phone, email or in writing.
- Say clearly that it is a complaint. Use the word complaint, so it is logged and the six week period starts.
- Explain what went wrong. Keep it factual: what happened, when it started and how it has affected you.
- Say what you want. A repair, a refund, a corrected bill, an apology, or the right to leave without charges. Being specific helps the provider act.
- Keep a record. Note dates, times, names and reference numbers. Save emails, letters, bills and any speed test results.
- Give them a fair chance. Many problems are fixed within days. If you are not happy with the response, say so and ask what happens next.
- Know when to escalate. If six weeks have passed since you first complained, or you have a deadlock letter, contact the ADR scheme.
Check whether compensation is due
Some problems come with compensation even without a complaint. Many large providers have signed up to a voluntary Ofcom scheme that pays set amounts for delayed repairs, missed engineer appointments and delays starting a new service. If you are switching home broadband with One Touch Switch, you may also be entitled to compensation if you are left without service for more than one working day. Our guide to One Touch Switch explains more.
What happens at ADR
When you contact the scheme, it will check that your complaint is eligible and that your provider has had the chance to resolve it. It then asks both sides for information and makes a decision. If it finds in your favour, it can require the provider to take action, such as fixing a problem, correcting a bill, apologising or paying compensation.
The details of each scheme's process are set out on its own website, so it is worth reading before you apply.
How Cyber Fibre handles complaints
We would always rather hear about a problem early and put it right. If something is wrong, contact our team in Sunderland and tell us it is a complaint. We will log it, keep you updated and aim to resolve it as quickly as we can.
If we cannot agree a solution, we will write to you to say so. Cyber Fibre is a member of CISAS. If you are a home customer or an eligible small business, you can take an unresolved complaint to CISAS free of charge. Our complaints code sets out the full process and how to contact CISAS.
Need help with your broadband?
If you are thinking of switching because of an unresolved problem with another provider, check your address to see what Cyber Fibre can offer, or call us on 0191 543 3432 for a straightforward conversation.