Ofcom Accelerates Complaint Process for UK Telecom Customers

On July 8th, 2025, Ofcom confirmed that it will reduce the waiting period for consumers to access ADR schemes from 8 to 6 weeks. These schemes serve as third-party ombudsmen that help resolve complaints with phone, broadband, and mobile providers, and are free for consumers to use. Currently, telecom providers are required to be members of approved ADR schemes such as CISAS (CEDR) and the Communications Ombudsman, which operate alongside providers’ internal complaint procedures.

The move aims to address the delay many consumers face. Between January 2022 and 2024, Ofcom found that 79% of complaints made to major telecom companies were resolved in less than a week, and 94% within six weeks. However, at the six-week mark, only 19% of unresolved complaints were referred to ADR, causing some consumers to wait unnecessarily longer. Ofcom noted that this delay could potentially lead to continued harm or dissatisfaction.

Alongside reducing the threshold, Ofcom re-approved both the Communications Ombudsman and CISAS as approved ADR providers, confirming they remain effective under statutory criteria. The regulator also adjusted KPIs for these schemes, with changes to be formally enforced from April 8th, 2026. Reporting on new KPIs is expected to start in Q4 2025. These measures reflect Ofcom’s commitment to improving consumer protection and ensuring quicker resolution for telecom disputes.

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