How to complain and get it fixed
Complain to your provider first. If a phone or broadband complaint isn’t sorted within 6 weeks, or an energy or insurance complaint within 8 weeks, you can take it to a free ombudsman scheme, which can make the provider put things right. Here’s how, step by step, and how to complain about billsqueeze.
Facts checked: 31 October 2026 · Updated:
- Always complain to the provider first, in writing if you can, and keep a note of dates.
- Phone and broadband: escalate after 6 weeks. Energy, insurance and credit: after 8 weeks. Or sooner if you get a deadlock letter.
- Ombudsman schemes are free, and their decisions bind the provider if you accept them.
- Broadband customers of most big providers get automatic compensation for faults and missed appointments.
Step by step
- Contact the provider’s complaints team. Say clearly that you’re making a complaint, what went wrong and what you want: a refund, a repair, compensation or leaving without a fee.
- Keep a record. Note dates, names and reference numbers, and keep emails, letters and chat transcripts.
- Ask for a deadlock letter if the provider says it can’t do any more. You can then go to the ombudsman straight away.
- Go to the ombudsman once the waiting time has passed. Your provider must tell you which scheme it belongs to, usually on its complaints page and in its final letter.
Which ombudsman, and when
| Your bill | Wait before you can escalate | Free scheme to take it to |
|---|---|---|
| Phone and broadband | 6 weeks (complaints raised from 8 April 2026) | Communications Ombudsman or CISAS, whichever your provider belongs to |
| Energy | 8 weeks | Energy Ombudsman, within 12 months of a deadlock letter |
| Insurance and credit | 8 weeks | Financial Ombudsman Service, within 6 months of the final response |
Automatic compensation for broadband
If your home broadband or landline goes down, an engineer misses an appointment or your new service starts late, providers signed up to Ofcom’s scheme must pay you without you asking. They include BT, EE, Hyperoptic, Plusnet, Sky, NOW, TalkTalk, Utility Warehouse, Virgin Media, Vodafone and Zen.
| What went wrong | Compensation |
|---|---|
| Loss of service not fixed after two full working days | £10.34 a day |
| Engineer doesn’t turn up, or cancels with less than 24 hours’ notice | £32.31 |
| New service not started on the agreed date | £6.46 a day |
Complaints about billsqueeze
If something on our site is wrong, a link doesn’t work or you’re unhappy with how we’ve dealt with you, email partners@billsqueeze.co.uk with “Complaint” in the subject line. We aim to reply within 5 working days.
What we can and can’t do
We compare deals; we don’t sell them. Your contract is with the provider, so we can’t see or change your account, bills or orders. For problems with a deal you took out through our site, contact the provider. Tell us too, so we can check whether the deal was shown correctly.
Common questions
How long does a provider have to sort out a complaint?
Phone and broadband providers have 6 weeks for complaints raised since 8 April 2026. Energy, insurance and credit firms have 8 weeks. After that, you can go to the ombudsman.
What is a deadlock letter?
A letter saying the provider can’t resolve your complaint. It lets you go to the ombudsman before the waiting time is up.
Does the ombudsman cost anything?
No. The Communications Ombudsman, CISAS, the Energy Ombudsman and the Financial Ombudsman Service are free for consumers.
Can I leave my contract because of a complaint?
Sometimes. If your broadband speed falls below the minimum you were promised and isn’t fixed within 30 days, most big providers must let you leave without a fee. The ombudsman can also let you leave as part of a decision.