Phone and broadband: faster complaints and more compensation

Since 8 April 2026 you can take an unresolved phone or broadband complaint to a free ombudsman after 6 weeks, down from 8. Automatic compensation for broadband and landline problems also rose on 1 April 2026.

Published 8 October 2026Written by the MyBillChecker team

Complaints: 6 weeks, not 8

Complain to your provider in writing first. If it isn't sorted after 6 weeks, or the provider sends a deadlock letter sooner, you can go to its ombudsman scheme for free.

Automatic compensation from 1 April 2026

ProblemYou get
Service lost and not fixed in time£10.34 for each day
Engineer misses an appointment£32.31
New service starts late£6.46 for each day

The amounts rise each April. If your provider isn't in Ofcom's scheme, you can still claim, but it won't be automatic.

Sources

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