Use the complaint route effectively

Identify the service, date, problem and requested outcome. Use the official complaint route and keep its reference. Include the relevant bill or contract excerpt rather than sending every document without explanation.

Share private documents only through an appropriate secure channel. Redact unrelated identifiers when information must be shown elsewhere.

Ofcom shortened the waiting period for alternative dispute resolution from eight weeks to six, effective 8 April 2026. A deadlock letter can permit earlier referral. Check the approved scheme covering the provider and its requirements.

The regulator and an individual dispute-resolution scheme have different functions. Do not assume that reporting a concern to Ofcom automatically opens an account-level resolution case.

thfrmol Mobile can explain general steps. It does not submit complaints, represent users, determine compensation or access provider records. We are not an ombudsman.

Where an individual issue needs legal or financial advice, seek appropriate qualified help. No caller needs to disclose a password or one-time code to receive a general explanation.