Broadband Consumer Rights Guide

DISCLAIMER: This guide is not legal advice. Please speak to a qualified legal advice service, (i.e. Which? Legal Service) or your solicitor for specific legal advice.

We have received many requests asking how you can resolve a dispute with a current or previous broadband provider. In response to this we’ve created this guide to better inform you and suggest some ways to tackle the problem.

The first part talks about how to resolve a problem with your ISP using their internal complaints procedure and what steps you can take to get your case heard by a third party if you’re not happy with their internal complaints procedure.

The second part examines consumer law that relates to the broadband market and how you can use it to help resolve a dispute with your broadband provider.

The third part of the guide is a list of useful organisations you can contact who might be able to help you resolve your dispute and the final section lists our contact details if you want to speak to one of our broadband experts via Ask the Experts.

You can download a PDF version of the Consumer Rights Guide here.