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Communications industry regulator

Ofcom logo
Ofcom is the independent regulator and competition authority for the UK communications industries.

We meet regularly with the regulator at both Wales and UK levels to discuss policy, consumer and regulatory issues.  Ofcom publishes the results of all its consultations including responses from the Welsh Government.

How to complain to Ofcom

If you're a consumer, viewer or listener and you want to complain to Ofcom, there is a step-by-step guide on their website (External link)

Telecommunications providers complaints code of practice

Telecommunications providers are required to publish a complaints code of practice that has been approved by Ofcom and provide access to an alternative dispute resolution (ADR) service. 

If you have problems with customer service you should, follow the company’s code of practice.  If, however, the problem is not resolved then you should refer the case to the relevant ADR service.  The ADR scheme acts as an independent middleman between the company and the customer.  If the company’s in the wrong, the ADR scheme can order the company to fix the problem and, if needed, pay compensation.  You should find details of the company’s ADR scheme either on the back of your phone bill, or available from the company’s customer services staff.