Faster access to dispute resolution as Ofcom confirms rule change

Today Communications Ombudsman welcomed Ofcom’s decision to reduce the time consumers must wait before escalating an unresolved complaint to an Alternative Dispute Resolution (ADR) service.

The change, which comes into effect from April 2026, shortens the period from eight weeks to six. It follows a sector-wide consultation and aims to ensure that the ADR process remains effective, and helps consumers resolve issues with their communications providers quickly.

The review by the regulator into the current process found that while many complaints are resolved quickly, some consumers continue to experience harm or detriment while waiting eight weeks before being able to access ADR. By reducing this timeframe to six weeks, it will help consumers reach a resolution sooner and improve trust with consumers.

Speaking on today’s announcement Ed Dodman, Chief Ombudsman for Communications Ombudsman, said: “This is good news for consumers. The reduction in the escalation timeframe is a welcome step towards improving access to redress and delivering faster resolutions for consumers. Over the coming months we will work with providers to support them in the transition and continue to drive positive change in the sector.”

Communications Ombudsman remains committed to supporting a fair and effective communications sector for everyone.

Ofcom has also confirmed the reapproval of Communications Ombudsman as an ADR provider for mobile, broadband and landline services.