How to escalate a broadband complaint

1. Complain to your provider using their published complaints process. Keep a record of dates and reference numbers.
2. Wait for a final response. If the complaint isn’t resolved after eight weeks, or you get a “deadlock” letter, you can go to ADR.
3. Use the provider’s ADR scheme. Every UK broadband provider must belong to an Ofcom-approved scheme — currently the Communications Ombudsman or CISAS. It’s free for you.

Billing dispute template

Subject: Formal complaint – incorrect bill (Account [number])

I am disputing the charge of £[amount] on my bill dated [date].
[Explain briefly why the charge is wrong.]
Please correct the bill and confirm in writing within 14 days.
If this is not resolved within eight weeks I will refer it to your ADR scheme.