Broadband compensation and complaints: your rights
Automatic compensation
Most large providers have signed up to Ofcom's voluntary automatic compensation scheme. You don't have to claim, and the payment should be credited automatically for:
- Faults: loss of service not fixed after two full working days, per day until fixed.
- Missed appointments: an engineer doesn't turn up, or the appointment is cancelled with less than 24 hours' notice.
- Delayed start: per day the new service is late.
The amounts rise with inflation each year. Check your provider's or Ofcom's website for current rates. Some smaller providers aren't in the scheme, so check their own terms.
Slow speeds
Many providers follow Ofcom's broadband speeds code, which means they must give you a minimum guaranteed speed at sign-up. If speeds fall below it and they can't fix it within a set time, you can leave without penalty.
How to complain
- Contact the provider and use their complaints process. Keep notes and reference numbers.
- If it's not resolved within 8 weeks, or you get a "deadlock letter", go to the provider's ADR scheme: the Communications Ombudsman or CISAS. It's free.
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Frequently asked questions
How much compensation do I get for no broadband?
Under Ofcom's scheme you get a fixed daily amount for each day after two working days that the fault isn't fixed. The amount is updated each year with inflation.
Do I have to claim broadband compensation?
No. Providers in the scheme should pay automatically, usually as a bill credit.
Who do I complain to about my broadband provider?
First the provider. After 8 weeks or a deadlock letter, go to its ombudsman scheme (Communications Ombudsman or CISAS) for free.