If something has gone wrong, tell us. We read every complaint, we respond to committed timescales, and we use what you tell us to make the site better. Start by choosing who your complaint is about, because the right route depends on the answer.
Our website, our comparison service, our content, or how we have handled something. We deal with this ourselves, to the timescales promised below.
Use our complaints form → Route twoYour service, your bill, or your contract with a provider, whether or not you found the deal through us. Your contract is with them, so the route starts there, and we will walk you through it.
See the steps →Spotted something wrong on our site? A price, a date, a fact that does not look right? You can report it in under a minute and we will check it against the original source, fix it if we got it wrong, and record the change in our public corrections log.
These are the service standards we hold ourselves to for every complaint about BroadbandSwitch.uk.
Your complaint goes into our complaints log the day we receive it, with a unique reference so nothing gets lost.
We confirm we have your complaint and tell you who is looking at it.
A substantive answer: what we found, what we are doing about it, and why. If we need longer, we tell you why and when.
Ask, and your complaint is reviewed personally by our Director, Dr Alex J. Martin-Smith.
These timescales apply to complaints about BroadbandSwitch.uk and our service. Complaints about a broadband provider follow the provider route below, because only the provider, and if needed the free telecoms ombudsman, can put those right.
Tell us what happened in your own words. The more detail you can give, the faster we can put it right.
Prefer not to use a form? Email hello@searchswitchsave.com, call 0330 122 1223 (Mon to Fri, 9am to 5pm UK), or write to BroadbandSwitch.uk, Sycamore House, Glen Duff, Lezayre, Isle of Man, IM7 2AT. Every route gets the same committed timescales, and we are happy to take complaints in whatever format is accessible for you: see our accessibility statement.
Your contract is with your provider, so the route runs through them first, then to a free independent ombudsman if they do not put it right. Here is the whole journey, with the timescales the rules set.
Many provider complaints are about speed or a dead connection, and a little evidence makes your complaint far stronger.
Every provider must have a complaints code of practice that is easy to find and explains exactly how to complain. Search the provider’s name and "complaints code" or look in the help section of its website. Make your complaint in writing where you can, keep a note of the date, and keep copies of everything. Say clearly what went wrong and what you want done about it.
If your provider has not resolved a complaint you first raised on or after 8 April 2026 within 6 weeks, you can take it to an independent ombudsman at no cost. Complaints first raised before that date keep the previous 8 week rule. You can go sooner at any point if your provider gives you a deadlock letter, its written confirmation that it cannot resolve the complaint, and you then have 12 months from that letter to refer your dispute.
Our step by step guide, Broadband complaints: how to complain and escalate to the ombudsman, walks through this with template wording.
Paid automatically by participating providers, no claim needed. Work out what you are owed with our compensation calculator, or read the full detail in our automatic compensation guide and our guide to complaints and your rights.
Ofcom does not adjudicate individual complaints, but it collects them to monitor providers and can take enforcement action where it sees patterns. You can tell Ofcom about your experience through the consumer pages at ofcom.org.uk, where it also publishes the full list of which ombudsman scheme each provider belongs to. Curious how your provider compares? Our analysis of Ofcom complaints by provider shows the complaint rates across the market.
Not sure which route applies, or stuck partway? Send us a message through the form and we will point you to the right next step. We cannot decide the dispute, but we will never leave you guessing where to go.
Every statistic we publish carries its value, date and source, and we still want to know the moment something looks wrong. Use our submit a correction route, or the complaints form above with the category "Information or content on our site". We check the point against the original source, correct the page where we got it wrong, and record the change in our public corrections log, so you can see exactly what we changed and when.
Understanding how the site works often answers the question behind a complaint, so here it is in three plain facts.
When you search, the comparison table queries our data partner stickee’s platform at that moment. We hold no deals database of our own, so what you see is the current feed, drawn from a panel of over 30 providers and 450 deals.
Results open sorted by Cost per month (Low to High), the lowest initial monthly charge first. You can re-sort by total contract cost, speed or contract length in one click, and how we rank is published in full.
We earn a commission when you switch through the site, which keeps it free for you. We are typically paid around 90 days after your order, and only once you choose to stay past your 14 day cooling off period, so our incentive is a deal you are genuinely happy to keep. Commercial payments never influence any ordering, and our affiliate disclosure explains the model openly.
From comparing to contract end: what to expect from us, what to expect from your provider, and where the handover between the two happens.
Drag sideways to explore the full map on a smaller screen, or use the printable guide below.
Drag sideways to explore the full chart on a smaller screen, or use the printable guide below.
Download the printable complaints guide (PDF)Three pages, free to print and share: the journey map, the top 10 complaints, and the essentials including our committed timescales.
Recorded on the day it arrives, with a unique reference, in our complaints log.
We look at what happened and why, checking pages, data and process rather than just the symptom.
A full response within 10 working days, and a Director review if you remain unhappy.
Root causes feed our audits and, where content was wrong, the fix is recorded in the public corrections log.
Your complaint is logged the day it arrives with a unique reference. We acknowledge it within 2 working days and send a full response within 10 working days. If we ever need longer, we tell you why and when to expect our answer.
A member of our team investigates and responds. If you are not satisfied with our response, your complaint is reviewed personally by our Director, Dr Alex J. Martin-Smith.
Ask for a Director review, which is our final internal stage. The telecoms ombudsman schemes cover communications providers rather than comparison websites, so they do not apply to complaints about us, but our final response will always set out any further options open to you.
No. Your contract is with the provider, so only the provider, and if needed the free telecoms ombudsman, can put it right. The provider route above walks you through every step, and we will happily point you to the right one if you get stuck.
For complaints first raised on or after 8 April 2026, after 6 weeks if your provider has not resolved it. Complaints raised before that date keep the previous 8 week rule. A deadlock letter lets you go sooner, and you have 12 months from that letter to refer your dispute.
A deadlock letter, sometimes called a final response, is your provider’s written confirmation that it cannot resolve your complaint. You can request one. It lets you go straight to the ombudsman without waiting out the 6 week period, and you then have 12 months from the letter to refer your dispute. There is a fuller entry in our broadband glossary.
Every provider must belong to the Communications Ombudsman or CISAS, and must tell you which when you ask or in its complaints code. Ofcom publishes the full membership list on its website, and both schemes are free for consumers.
No. Complaining to us is free, complaining to your provider is free, and both ombudsman schemes are free for consumers and eligible small businesses. The provider pays the scheme’s fees, not you.
Yes, with their permission. For a complaint to us, tell us who you are helping and we will keep both of you informed. For provider account matters, the provider will usually need the account holder’s authority before discussing the account with you, and our guide to acting for an elderly relative covers the practicalities.
You complain to us and we take responsibility for the answer. Where the root cause sits with our data partner, we pursue it with them ourselves and tell you the outcome. You will never be passed around.
Your new provider. Under One Touch Switch, in force since 12 September 2024, the provider you are joining manages the whole switch including cancelling your old service, so switch problems are theirs to fix. Automatic compensation may apply if your start date is delayed.
Your options depend on the circumstances, including who owns the network your service runs on. Our guide to what happens if your broadband provider goes out of business walks through the steps to take.
No fixed limit, though sooner is always better because the detail is fresher. For the provider route, note the 12 month window that runs from a deadlock letter.
Where we are at fault we put it right, and the right remedy depends on what happened. Our final response always explains what we found and the reasoning behind the outcome.
Typically around 90 days after your order, and only once you have chosen to stay past your 14 day cooling off period. Cancel within cooling off and we are usually paid nothing at all, so our incentive is simple: a deal you are genuinely happy to keep.
Tell us through the corrections route or the complaints form. We check the point against the original source, correct the page where we got it wrong, and record the change in our public corrections log.
We use it only to investigate and respond to your complaint, and to keep the complaint records our processes require. It is handled in line with our privacy policy and applicable data protection law.
0330 122 1223
Mon to Fri, 9am to 5pm UK
hello@searchswitchsave.com
Marked "Complaint" helps us route it fastest
BroadbandSwitch.uk
Sycamore House, Glen Duff,
Lezayre, Isle of Man, IM7 2AT
Prefer paper? Download the printable complaints guide (PDF), three pages covering the journey map, the top 10 complaints and the essentials.
How to cite this page (APA 7th edition): Martin-Smith, A. J., & James, A. (2026, August 14). Make a complaint: Our process and your rights. BroadbandSwitch.uk. https://broadbandswitch.uk/make-a-complaint.html
This page describes how to complain about BroadbandSwitch.uk and how to escalate a complaint about a communications provider under the rules in force at the date below. The 6 week ombudsman escalation period applies to complaints first raised with a provider on or after 8 April 2026; earlier complaints keep the previous 8 week period unless a deadlock letter is issued. Automatic compensation rates shown are those effective from 1 April 2026 at participating providers. Page reviewed 14 August 2026.