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Complaining to your ISP: A Step-by-Step Guide to Escalating to Ofcom & CISAS.

Tired of bad broadband? Our guide shows how to escalate complaints to CISAS & Ofcom for compensation and contract freedom.

By Top Providers Published

We’ve all been there. The endless buffering, the dropped Zoom calls, the frustrating hours on hold with customer service, only to be told to “turn it off and on again.” Poor internet service isn’t just an inconvenience; for many, it’s a barrier to work, education, and connection.

But here’s a secret most Internet Service Providers (ISPs) don’t advertise: you have powerful rights. If your provider is failing you, there is a clear, formal process to get justice. You can secure compensation, a fixed service, or even a penalty-free exit from your contract.

This guide will walk you through the entire journey, from that first frustrating call all the way to escalating your complaint to the free, independent ombudsman—CISAS—and when to involve the regulator, Ofcom.

Part 1: The Foundation – Before You Complain

Rushing in without preparation is the number one reason complaints fail. Before you even pick up the phone, do this:

  1. Gather Your Evidence: This is your ammunition.

    • Speed Tests: Use sites like Speedtest.net or the official Ofcom Speed Checker. Conduct tests at different times of the day, over several days. Take screenshots, noting the date and time.

    • Outage Logs: Keep a simple diary. Note down the date, time, and duration of every dropout or period of unusable service.

    • Contract & Bills: Have your latest bill and a copy of your contract handy. This shows your promised speeds and your payment history.

    • Communication Records: Save copies of live chats and note the time, date, and name of the advisor for every phone call.

  2. Know Your Rights: Your ISP is bound by the Ofcom Code of Practice. This means they must:

    • Give you a realistic estimate of the speed you can expect.

    • Allow you to leave without penalty if they consistently fail to meet this minimum speed.

Part 2: The Official Complaints Process – A Step-by-Step Guide

Follow these stages in order. Do not skip ahead.

Stage 1: The Initial Contact (Do It Right)

Your goal here is to be logged as an official complaint, not just a general query.

  • How to Contact: Use web chat or phone. Web chat is best as it provides a written record.

  • What to Say: Be calm, clear, and firm.

    • “Hello, I am making a formal complaint about my internet service.”

    • “My speeds are consistently below the minimum guaranteed in my contract.” (Quote your evidence).

    • “I have experienced [X] outages in the last month.” (Refer to your log).

    • “What are you going to do to fix this, and what compensation will you offer for the service failure to date?”

If they don’t resolve it here, you must demand to escalate the complaint to a manager or the dedicated complaints team.

Stage 2: The Formal, Written Complaint

If Stage 1 fails, you must put your complaint in writing. This creates a formal paper trail and is often the trigger for a more senior team to get involved.

  • How to Send It: Email is perfect. Find the official complaints or CEO’s office email address on your ISP’s website.

  • What to Include (Your Complaint Template):

    Subject: Formal Complaint – [Your Account Number]

    Dear [ISP Name] Complaints Team,

    I am writing to formally escalate my complaint regarding the persistent poor performance of my broadband service at [Your Address].

    My account number is [Your Account Number] and my contact number is [Your Phone Number].

    The Problem:

    • I am experiencing consistently slow speeds. My contract guarantees a minimum of [X] Mbps, but my speed tests (attached) show I am receiving an average of [Y] Mbps.

    • I have also experienced frequent dropouts. My log shows [Z] incidents in the last [Time Period].

    Previous Attempts to Resolve:

    • I first raised this on [Date] via [Phone/Chat] with [Advisor Name, if you have it]. The issue was not resolved.

    My Desired Resolution:

    • I require a permanent fix to this issue by [Reasonable Date, e.g., 14 days].

    • I require compensation for the period of sub-standard service, in line with your automatic compensation scheme.

    • If you are unable to provide the service I am paying for, I require a penalty-free exit from my contract, as per my rights under the Ofcom Code of Practice.

    I look forward to your response within the stipulated 14 days. If you are unable to resolve this, please provide me with a deadlock letter so I may refer my case to the independent ombudsman, CISAS.

    Sincerely,
    [Your Name]

Stage 3: The Deadlock Letter

This is your golden ticket to the ombudsman.

  • What is it? A formal letter from your ISP stating that they cannot resolve your complaint and that you have reached a “deadlock.”

  • How to get it: If your ISP hasn’t resolved your complaint after 8 weeks, OR if they send you a “final response” you’re unhappy with, you can demand one. Often, just mentioning “deadlock letter” in your formal complaint will prompt action.

Part 3: The Nuclear Option – Escalating to CISAS & Ofcom

This is where you take the power back. It’s free and designed for non-lawyers.

Escalating to CISAS (For YOUR Dispute)

CISAS (Communications and Internet Services Adjudication Scheme) is an independent, government-approved ombudsman. They adjudicate disputes between you and your provider.

  • When can you use it?

    1. 8 Weeks Have Passed: You’ve complained and it’s been 8 weeks with no resolution.

    2. You Have a Deadlock Letter: Your ISP has sent you a final response you disagree with.

  • What can they do? CISAS can legally bind your ISP to:

    • Award you financial compensation (often hundreds of pounds).

    • Allow you to leave your contract without any early termination fees.

    • Order the ISP to fix the problem.

  • How to do it:

    1. Go to the CISAS website.

    2. Fill out the online application form. You will need all your evidence (bills, speed tests, logs, and the deadlock letter).

    3. Explain your case clearly, just as you did in your formal complaint.

    4. Submit it. The process is free for you.

Reporting to Ofcom (For EVERYONE’S Benefit)

It’s crucial to understand the difference.

  • Ofcom is the regulator. They do not handle individual complaints or award you compensation.

  • Their Role: They monitor the industry, create rules, and fine ISPs for widespread failures.

  • When to report to Ofcom:

    • When you want to report a widespread issue (e.g., “This ISP is systematically mis-selling broadband speeds to all its customers”).

    • To help Ofcom identify industry-wide problems and hold providers to account.

  • How to do it: Use the simple form on the Ofcom website. It takes 5 minutes. While it won’t fix your personal problem directly, it is a civic duty that helps improve the market for everyone.

A Quick Guide: CISAS vs. Ofcom

Feature CISAS Ofcom
Role Ombudsman / Judge for your case Industry Police / Regulator
Solves Your individual dispute Widespread, industry problems
Outcome for You Compensation, contract release No direct outcome, but shapes policy
Cost Free Free
When to Use After 8 weeks or with a deadlock letter Anytime you see a pattern of bad practice

Conclusion: Arm Yourself with Knowledge and Process

You are not powerless in the face of poor service. The path from frustration to resolution is clearly marked:

  1. Document Everything.

  2. Follow the ISP’s Process Firmly.

  3. Demand a Deadlock Letter.

  4. Escalate to CISAS for Justice.

By following this guide, you shift from being a frustrated customer to an informed consumer. You force your ISP to take you seriously and, if they don’t, you have a free and powerful path to a fair outcome. Stop complaining and start claiming your rights.