Do I need to complain to my provider before contacting Ofcom?

If you are complaining about telecoms or postal services, you must first complete the provider's own complaint process. This usually takes eight weeks. Only after this internal process is finished can you escalate the matter to Ofcom for further investigation or resolution.

How do I submit a complaint to Ofcom and are there deadlines?

Complaints are submitted using the online form available on the Ofcom website. For broadcast content specifically, you must submit your complaint within 20 working days from the date of the broadcast. Missing this deadline may prevent Ofcom from investigating the matter.

How long does an Ofcom complaint take to resolve?

The process typically takes between three and twelve months. Ofcom investigates serious matters and publishes its findings in the Broadcast Bulletin. If a breach is upheld, Ofcom may impose sanctions such as directions, fines, licence variation, or criminal referral.

What can Ofcom do if my complaint is upheld?

If Ofcom finds a breach, it can impose various sanctions. These include issuing directions, imposing fines (up to 10% of turnover for Online Safety Act breaches), varying a licence, or making a criminal referral. If no breach is found, the complaint is resolved without sanction.

All Legal Journeys

Public Law

UK-wide

5 stages

3–12 months

Reviewed 2026-05-22

Ofcom complaint journey

Broadcasting Code, telecoms, postal, and Online Safety Act complaints to Ofcom.

This page covers UK-wide law. Where local procedure differs (e.g. courts or tribunals), this is noted in the relevant section.

Who Uses This Journey

Viewers, listeners, and platform users complaining about broadcast content or telecoms / postal services. Online Safety complaints since OSA 2023 commencement.

Stage-by-Stage Timeline

Identify the regulated activity

Broadcasting (Code), telecoms (consumer protection), postal services, or online safety (OSA 2023 codes).

Provider complaint (telecoms/postal)

For telecoms/postal, must first complete the provider's process — usually 8 weeks.

Submit to Ofcom

Online form on Ofcom website. Broadcast complaints: 20 working days from broadcast.

Investigation / publication

Ofcom investigates serious matters; publishes findings in the Broadcast Bulletin.

Enforcement

Sanctions: directions, fines (up to 10% of turnover for OSA breaches), licence variation, criminal referral.

Possible Outcomes

Upheld + sanction
Resolved
Not in breach

Official Sources

Ofcom complaints

Frequently asked questions

Do I need to complain to my provider before contacting Ofcom?: If you are complaining about telecoms or postal services, you must first complete the provider's own complaint process. This usually takes eight weeks. Only after this internal process is finished can you escalate the matter to Ofcom for further investigation or resolution.
How do I submit a complaint to Ofcom and are there deadlines?: Complaints are submitted using the online form available on the Ofcom website. For broadcast content specifically, you must submit your complaint within 20 working days from the date of the broadcast. Missing this deadline may prevent Ofcom from investigating the matter.
How long does an Ofcom complaint take to resolve?: The process typically takes between three and twelve months. Ofcom investigates serious matters and publishes its findings in the Broadcast Bulletin. If a breach is upheld, Ofcom may impose sanctions such as directions, fines, licence variation, or criminal referral.
What can Ofcom do if my complaint is upheld?: If Ofcom finds a breach, it can impose various sanctions. These include issuing directions, imposing fines (up to 10% of turnover for Online Safety Act breaches), varying a licence, or making a criminal referral. If no breach is found, the complaint is resolved without sanction.