Communications Ombudsman Reviews 935

I was clear from the outset that I would accept the adjudication but the review report suggested that major factors were not taken into consideration in reaching the conclusion, despite this information being made available to the ombudsman.

I had ongoing network issues with Three, including very poor signal and unreliable calls. Despite multiple contacts and being given repeated fix dates, the problem was never resolved.

My complaint was mishandled and only properly addressed after I escalated it to the Communications Ombudsman. The Ombudsman upheld my complaint and required Three to release me from my contract without penalty, refund the affected charges, provide compensation, and issue a written apology.

It shouldn’t take Ombudsman involvement for a customer to be treated fairly. I would strongly advise others to keep records and escalate their complaint if it is being ignored.

A great and professional service. Timely, human and supportive.
A beacon of light in an otherwise failing UK regulatory sector.

My issues were with the Three network and the constant loss of usable signal for internet connection. Three's responses were basically useless at best and generally seemed to souuround around my purchasing other items from them; such a a Three mobile phone handset etc.
When he issues continued to occur and began losing me work contracts, I contacted Three and their only suggestion was that I consider moving to another network provider.
They continued to happily take th monthly fees for th eservice that was not being supplied and tried every trick in the book, so as to not take responsibility for these errors, "move the router to a North, North-Easterly facing location", "Try connecting at a different time of day", "Try holding the router above your head, whilst standing on one-leg in a rain-free location" that sort of thing.
Finally after a lengthy timescale, I was advised to take this matter to the Commuications Ombudsman, which I have recently complied with. To date and if for nothing else; this has proven to me how come I was not receiving calls and texts from Three, as the number they were usingwas the contact number for the sim-card that was inserted within the Broadband Router and which was not capable or receiving calls or text as it was a router.
I can only hope now that the interventions of the Communications Ombudsman, bring this matter to an acceptable conclusion.

Very helpful in resolving my issue with Virgin Media. The person assigned to my case explained everything clearly and the process was simple.

My case handler was very helpful in taking me through the process of registering my complaint.

It was initially a good experience to get involved with these guys but when it comes to a decision they just agree with the provider.. ie they cannot always guarantee a service 🤷🏻‍♂️ shocking and it took 4 months not to resolve my issue

Im flabbergasted why communication onbudsman has such a low rating..they were fantastic at helping me with my complaint and resolved it within days. Thanks Peter W....

I had the usual Virgin Media problems that you cannot cancel a contract with them by email or by telephone and they do everything to stop you cancelling. Virgin Media claimed in defence that I had agreed to extend my contract with them over the telephone, which I clearly did not, when I had in fact attempted to cancel with a member of their sales team. I requested a copy of this call but Virgin did not supply it. The Communications Ombudsman, despite the evidence, agreed with Virgin Media. The reason that I am so disappointed with the Ombudsman is that a written note on Virgin's evidence to the Ombudsman showed that I had cancelled the contract, allegedly taken out over the telephone, within 7 days, so within the time limit under the distance selling regulations but the Ombudsman ignored this. I believe they are funded by companies like Virgin. Clearly they are not so independent as they claim. 2024/25 Still awaiting Ombudsman/Ofcom investigation report on this very issue.

It was easy to make the claim and forced my ISP into action, whereas before they were 100% useless.

Ombudsman progress was both glacial and crucially totally ignored material points raised - on several occasions. Couple with buck passing between the OM and in this case BT, it was a total waste of time and public money. (For balance a previous issue was dealt with very well).

I had already compiled a considerable body of evidence before contacting the Ombudsman, thanks to advice from the CAB, but had to change the file format for much of it to suit the Ombudsman. The effort required, plus the thought of having to do it again for Small Claims Court, put me off pursuing proper action against my broadband provider - who had already admitted they could not supply the service promised when I signed up.

The Ombudsman website is possibly the least user-friendly customer interface in the world. Monochrome, uniform text size and style, multiple boxes with nothing to indicate which areas are important, … and nowhere to find a brief summary, or to highlight changes since the previous visit.

I don’t like that the Ombudsman is referred to as a ‘company’. For a customer to have to ask a company to investigate a company immediately conjures ideas of a stitch-up. This was compounded by the Ombudsman seemingly doing nothing but hand my evidence to the telecoms company, then come back with an offer of hush money. I was alleging breaches of consumer law, possibly even criminal law, but the Ombudsman seemed concerned only with a rapid settlement.

I am not convinced, given the strength of my evidence, the the Ombudsman achieved anything I would not have if acting alone. I AM convinced, though, that the effort required to submit my case to the Ombudsman put me off pursuing the broadband provider through the Small Claims Court, and gave tacit consent to the possibly illegal complaints handling process at my provider.

I can’t claim the Ombudsman failed me, because I cannot say for certain that my personal outcome was worse than I alone could have achieved, but I am certain that they did not stop some very poor practice by the telecoms firm, so failed customers in general.

Comms Ombudsman. Not impartial at all and don't reply to calls or emails
Disgusting.

My experience with the Communications Ombudsman has been extremely disappointing. My dispute with O2 has been ongoing for over 8 weeks — involving misleading information and even debt collectors being instructed during an active dispute, which raises serious FCA concerns.

Despite clearly explaining this and providing all the details, the Ombudsman only sent scripted, copy-and-paste replies with no acknowledgement of the timeline or the seriousness of the situation. As a vulnerable customer, this lack of human response has caused even more stress.

In my personal opinion, if an Ombudsman cannot support consumers in situations involving possible regulatory breaches or distress, then I genuinely question their purpose. Based on my experience, I personally believe the government should review their effectiveness — and if they cannot deliver the service they were created for, they should consider shutting the service down and replacing it with one that actually supports the public.

This isn’t meant to be offensive, just honest. The public deserves protection, not automated responses.

The Ombudsman are waste of time. They reinterpreted my claim and responded to a claim I hadn't made and ignored the claim I had made (which I submitted with a painstaking amount of audio evidence I was obliged to collect) They are there to serve the industry not the consumer.

Evidence was provided that was ignored, one party playing itself off against the other and pulling the wool over the Ombudsmans eyes, please understand that My complaint was upheld against one party, but the Ombudsman has no power, they are toothless and do not pose a tangible enough threat to make a difference.

BT; A SHAMBOLIC DISGRACE AND A FAILED COMPLAINT TO THE COMMUNICATIONS OMBUDSMAN - A SUMMARY.

I am a single man of 85 with little knowledge of the digital world and use public library computers for information only.
I February 2025 I moved into a new retirement flat and asked BT to provide a landline and a new number which the repeatedly failed to do and a letter of complaint of 21,3,25 cancelling my contract was ignored, then to the Chief Executive (8.4.25) also ignored, then 11.5.25.
That should have been the end of the matter but instead - a nightmare began
BT harassed me with 42 emails over 4 months sent to the public library (but none mentioned my letters) - what the Ombudsman laughingly described as
"...actively corresponding.." with {no} "..significant impact on the resolution of the issues..."
apart from ignoring my cancellation of the contract on 21.3.25!!
I find it quite extraordinary that they can write such nonsense. My letters to BT are more than adequate evidence.of their masssive failings and shocking incompetence and one must question if the Ombudsman read them!
I completely fail to understand how such an ill informed conclusion was reached accompanied by a refusal to admit error or give reasons with no appeal.
This matter has ruined my life for 8 months and still no closure! The last thing I needed at my time of life.
There are c18,00 negative complaints on Trust Pilot re BT which reflects a huge dissatisfaction and a failed Ombudsman system but OFCOM shows no interest. It is clear that this is major reason why BT carries on regardless and nothing changes.
A complete breakdown in meaningfull communication that seems to affect so many aspects of life today.

There reply sums up the lack of accountabilty - I spent over 100 hours fighting this nonsense and more hours on complaint to the Ombudsman who decide BT has done nothing wrong in spite of substantial evidence to the contrary. They never spoke to me to clarify matters and failed to answer most calls went I tried to contact the advisor. They completely ignored the stress, frustration and sleepless nights as a result of BT.
It comes to something when you then have to complain about the 'judge'. (but I note others have had similar problems)

Had a complaint with Youfibre. Had to wait the 8 weeks but it was dealt with efficiently and timely within a week and they got Youfibre to offer me a great settlement.

After months of trying to resolve an issue with virgin media i had almost given up.However after contacting the communications ombudsman I recieved a settlement offer within days .Many thanks 👍🏻