• Consumers will access ADR resolution faster
• Some telecom providers warn rules may strain operations
What happened: Ofcom mandates complaint escalation after six weeks
Ofcom announced a rule change affecting how telecom complaints are handled. Starting April 2026, customers can escalate unresolved complaints to an Alternative Dispute Resolution (ADR) scheme after six weeks. Previously, providers had eight weeks before customers could take further action.
Ofcom’s internal data shows that most complaints are resolved earlier, with nearly 87% settled within one week and 98% within six weeks. Despite this, some major telecom operators expressed concern. Companies such as Virgin Media O2 and Sky argued the six‑week rule is too strict. They said that unresolved cases are often caused by factors outside their control, including delays from third-party contractors. Meanwhile, BT Group noted that it supports the six‑week rule. It explained that its internal performance already meets that timeline. The change aims to push providers to resolve complaints quickly and reduce customer frustration.
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Why it’s important
The shortened timeline gives consumers faster access to independent resolution. This move is intended to help customers deal with long‑running complaints more effectively. It also puts pressure on telecom operators to improve their internal handling systems. If disputes are not resolved in time, providers may see more cases escalate to ADR. This could increase administrative burden and legal costs.
Providers have also raised concerns about delays caused by external contractors or infrastructure partners. These factors can slow progress on complaints, even when the provider follows internal deadlines. Ofcom believes the change will only affect a small portion of unresolved cases. Yet operators warn that the rule may shift focus from fixing problems to avoiding penalties. The overall effect of this change will depend on how companies adjust their complaint workflows.
