Telecoms firms are legally required to belong to an independent complaints scheme with binding powers, and it's free to you. The eight-week clock starts the day you first complain, which is why complaining in writing, today, matters.
"the handling of complaints made to public communications providers by any of their domestic and small business customers , where the complaint relates to contractual conditions, or to the performance of a contract for the supply of an electronic communications network or service ; (b)the resolution"…
For some failures (missed engineer appointments, delayed activations, total loss of service beyond set periods) automatic compensation schemes pay fixed daily amounts without you even claiming, if your provider is signed up. Check what you were paid against what the outage actually was.
Tell us what happened in your own words. We check it against the law above, free, and give you a straight answer either way. If the law is on your side, your formal letter, citing the exact provisions, is £2.99.
Check where I stand, free →This guide covers England and Wales; Scottish and Northern Irish rules can differ. This is guidance to help you understand your rights, not formal legal advice, and we're entirely independent: no affiliation with Citizens Advice, GOV.UK or any law firm. Every quotation above links to the official text so you can check us. Law verified current at July 2026.