UK broadband complaint letter
A formal UK complaint for a broadband fault, missed engineer appointment, billing problem, or service that has not been put right.
A UK broadband complaint letter should identify your account, set out a short timeline, refer to useful evidence, and ask for a specific remedy. Send it through the provider's formal complaints route. If an eligible complaint stays unresolved for six weeks or reaches deadlock sooner, Ofcom says free alternative dispute resolution may be available.
Sample letter
Formal complaint about broadband service, account BB-1049287
Amelia Morgan 22 Rowan Close, Bristol BS4 7QH 27 August 2026 Example Broadband Ltd Customer Complaints, PO Box 800, Manchester M60 3AB Re: Formal complaint about broadband service, account BB-1049287 Dear complaints team, I am making a formal complaint about my broadband service at 22 Rowan Close, Bristol BS4 7QH. The service and problem are: a fibre service that has been disconnected since 20 August 2026. The key dates and support references are: fault reported on 20 August; engineer appointment missed on 22 August; complaint reference 44182. The issue has affected me in this way: I have been unable to work from home and have had to use mobile data. The supporting records I can provide are: speed tests, the missed-appointment message, and the August bill. Please tell me how to send copies if needed. Please repair the service, correct the August bill, and confirm any credit due. Please explain what you will do and when. If you cannot resolve this complaint, please send me a deadlock letter and tell me which approved alternative dispute resolution scheme handles your complaints. I look forward to your written response. Yours faithfully, Amelia Morgan
Download the files
Download the sample letter as a Word file or PDF and adapt it yourself.
What to keep in mind
Use this guide when a broadband fault, missed engineer appointment, billing problem, or service failure needs a formal response. The letter gives the provider the account details and timeline it needs to investigate, then records the remedy you want. Check the provider's current complaints code or complaint page for the correct contact details before sending it.
- 01
Use the provider's formal complaints route rather than a general head-office address. Ofcom says the provider's complaints code must include a postal address and an email address or webform.
- 02
Give the provider a short, dated timeline. Include the fault start date, missed appointments, promised repair dates, calls, and complaint references. For a billing problem, quote the bill date and exact amount.
- 03
Ask for a specific outcome. It may be a repair, a corrected bill, an account credit, a refund, or an explanation. If you are asking for a credit or refund, state the amount if you know it and explain how you calculated it.
- 04
This composer does not upload attachments. List the records you can provide, arrange a separate submission through the provider's accepted channel, and keep the originals and proof of delivery.
- 05
If the complaint is still unresolved six weeks after you first raised it, or the provider gives you a deadlock letter sooner, Ofcom says an eligible customer can use the provider's approved alternative dispute resolution scheme for free. Check the provider's and scheme's current eligibility and time limits before applying.
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Adapt the template to your situation, then choose to send it with FrankKi. At checkout, you see the live price and the postal methods available for the recipient country. FrankKi prints the letter and mails it for you.
Give the provider a checkable timeline
The provider needs enough detail to connect the complaint to your service and earlier support contacts. Put the main problem first, then show when it began and what happened after you reported it. If the complaint is about a bill, identify the bill and amount as well as the error.
- The service address and account or customer number.
- The start date, key symptoms, and whether the problem is continuing.
- Engineer appointments, promised repair dates, case numbers, and earlier replies.
- For a billing issue, the bill date, exact amount, and part of the bill you dispute.
- The practical effect on work, study, communication, or household use.
- Records you can provide on request, such as bills, speed tests, and appointment messages. Keep the originals.
Ask for a decision
Name the outcome you want, such as a repair, a corrected bill, an account credit, or a written explanation. If the facts support more than one remedy, list them separately. Ask the provider to say what it will do and when, so the response can be checked against a clear request.
Keep the complaint focused on the service problem. A request to cancel a contract or leave without a charge can depend on the contract and service facts, so explain it as a separate request when it applies.
If nothing changes
Ofcom says residential customers, small businesses with up to 10 employees, and not-for-profit organisations with up to 10 workers, excluding volunteers, may use the provider's approved alternative dispute resolution scheme for free when the complaint is unresolved after six weeks or the provider has issued a deadlock letter sooner. A scheme may also have a time limit after deadlock, so check the current provider and scheme details before applying. Ofcom does not decide individual complaints on this route.
Frequently asked questions
Where should I send a broadband complaint?
Use the postal address in your provider's complaints code, on your bill, or on its current complaint page. Ofcom says providers must publish contact details for making a complaint, including a postal address and an email address or webform.
When can I take a broadband complaint to ADR?
Ofcom says a residential customer, small business with up to 10 employees, or not-for-profit organisation with up to 10 workers, excluding volunteers, can use free ADR when the complaint is unresolved after six weeks or when the provider has issued a deadlock letter sooner. Check the provider's current approved scheme and any scheme time limit before applying.
Can I ask for compensation in the complaint?
You can ask for a specific remedy and explain why it is fair. Ofcom's automatic compensation scheme applies only to participating providers and covered situations, which can include delayed repairs after a loss of service and missed engineer appointments. Check the current scheme and your facts before relying on it.
What should I include if the complaint is about a bill?
Name the bill date and account, quote the exact amount or line you dispute, explain what is wrong, and say what correction or credit you want. Keep a copy of the bill and any supporting record, and ask the provider how to send copies if needed.
Should I combine a broadband fault and cancellation in one letter?
Keep them separate unless the same incident supports both requests. A fault complaint should explain the service problem and remedy. A cancellation request depends on your contract, provider terms, and any applicable right to leave without penalty.
Does complaining to Ofcom resolve my individual case?
Ofcom says it does not investigate individual complaints on this route. It uses information about faults and complaints to monitor the sector and may investigate wider problems. Your first route is the provider, followed by ADR where the conditions are met.
Sources
These official sources show what the template is based on.
How to Send a Letter Online (No Printer, No Post Office)
Last reviewed 8/27/2026.