Complaining to Ofcom
How to complain to Ofcom, the UK regulator for broadcasting, telecoms, post, and online safety, and when it investigates directly versus refers a dispute to an ombudsman. Explains the difference between individual consumer complaints and broadcasting-standards or online-safety complaints under the Communications Act 2003 and the Online Safety Act 2023.
Overview
Ofcom — the Office of Communications, established under the Communications Act 2003 — is the UK regulator responsible for broadcasting, telecoms, post, and, since the Online Safety Act 2023 conferred new functions and powers on it, online safety duties placed on internet platforms. Its role differs by complaint type. For an individual dispute with a telecoms, broadband, or postal provider — a billing error or poor service, for example — Ofcom does not investigate directly; once the provider has had a fair opportunity to resolve the issue, the consumer can escalate free of charge to an independent Alternative Dispute Resolution scheme, such as CISAS or the Communications Ombudsman, which can make a binding decision requiring the provider to act or pay compensation. For broadcasting standards — complaints about offensive content, inaccuracy, or unfairness on TV or radio — Ofcom investigates directly against its Broadcasting Code, though it cannot award compensation to the complainant. Under the Online Safety Act 2023, Ofcom has been given new duties to regulate the safety of services such as social media platforms and search engines, though the complaints processes in this area are still being developed and phased in.
Who Can Use This Process
- You are likely eligible to use this guide if your situation involves complaining to ofcom.
- You have a genuine legal basis for the matter (contract, tort, statutory right, etc.).
- You have made reasonable attempts to resolve the matter directly with the other party first.
Step-by-Step Process
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
Costs
Important Warnings
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.
Useful Links
Frequently asked questions
- How long does the complaining to ofcom process take?
- The end-to-end timeline depends on which stage you're at. Common steps run on these timeframes: "Up to 8 weeks"; "Varies — typically 6-8 weeks"; "20 working days for broadcast complaints". Add court / counterparty response time on top — disputed matters can run months longer than the bare minimum.
- How much does it cost?
- Main outlays are: Ofcom complaint — Free; ADR scheme — Free for consumers. Court fees often qualify for Help with Fees remission if you're on a low income. Solicitor fees are extra and vary widely — many matters can be done as a litigant in person.
- What are the most common mistakes to avoid?
- Watch out for: 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.. If you're unsure on any of these, get advice from a regulated solicitor or a free service like Citizens Advice before acting.
- Where can I find the official forms and guidance?
- The official sources are: Ofcom — Make a Complaint; Communications Ombudsman. Always use the forms / guidance from the issuing authority's own site — third-party copies can be out of date.
- Can I do this myself without a solicitor?
- Yes — many people complete this kind of matter as a litigant in person. The site walks through each step in plain English. A solicitor is recommended if: large sums are at stake, the other side has legal representation, the matter involves criminal liability, children, immigration, or you're unsure on any procedural deadline. Free advice is available from Citizens Advice, Law Centres, and (for some matters) LawWorks pro bono clinics.