They said this… · Telecoms & broadband

“You must always wait eight weeks before taking a telecom complaint to ADR”

Generally incorrect

That is outdated for current UK telecom complaint handling: the general ADR waiting period was reduced to six weeks from 8 April 2026.

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Why this answer

What actually matters

  • Deadlock can allow earlier referral where the provider has reached its final position.
  • Check the provider’s correct ADR scheme and eligibility.
  • Preserve the date the formal complaint began.

What you could say

Keep the response tied to the actual rule.

Evidence

What to have beside you

  • Contract/order summary and price information
  • Bills and payment history
  • Fault reports, outage records and engineer visits
  • Complaint start date, final response/deadlock and ADR scheme details

If they still refuse

Move the dispute forward.

  1. Use the provider’s formal complaint route and preserve the complaint start date.
  2. Telecom ADR can normally become available after deadlock or once the applicable waiting period has elapsed.
  3. Ofcom is the sector regulator but is not normally the body that awards individual redress.

Read the full rules

Go deeper before escalating.

Primary guideRead the detailed ConsumerWise guidance.Telecom complaintsRead the full guide.Billing disputesRead the full guide.Deadlock & ADRRead the full guide.