Services and Billing

What is Ofcom’s role in relation to consumer complaints about products and services supplied by communications providers?

Phone keypadOfcom doesn’t resolve individual consumer complaints.

However, it regulates communications providers’ complaints handling procedures.

At the moment it does this by requiring that a communications provider has a Complaints Code of Practice that is approved by Ofcom and that it complies with that Complaints Code of Practice.

It regulates for Alternative Dispute Resolution (ADR) – this is where an independent third party makes a decision about a dispute if it can’t be resolved directly with a communications provider.

It does this by requiring that communications providers are a member of an ADR scheme and by approving the ADR schemes.

Watch our video guide to telecoms complaints