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Company Information

Company information

How were funded comms

How we’re appointed

We’re approved by Ofcom (the UK telecommunications regulator) to handle service disputes in the communications sector.

How we’re funded

Our services are free to consumers as we are funded by providers who pay us a fee for each dispute we have to review, regardless of the resolution. This means the more disputes the provider can resolve in-house, the less they have to pay us, which is an incentive to improve their customer service.

Our associations, accreditations and memberships
Andy Eadle 288x288

ADR officials

Andy Eadle is our Chief Ombudsman and Business Unit Director for the communications sector.

Andy oversees the dispute resolution procedure as our ADR Official, along with members of his Senior Leadership Team.

The implementation of the dispute resolution procedure is carried out by our operational teams and case handlers, with each colleague selected based on their experience after a thorough assessment and interview process. Their training ensures that they have the appropriate industry knowledge and understanding of consumer law to provide a quality, impartial, effective service. We maintain high standards through use of our quality checking framework.

In total, around 288 case handlers are in place to resolve disputes received by the Communications Ombudsman and Energy Ombudsman. Approximately 22% of them work in the communications sector and 78% work in the energy sector. Many colleagues are dual skilled and can move between sectors to meet demand.

Our purpose and values

The Communications Ombudsman is part of Trust Alliance Group. We exist to build, maintain and restore trust and confidence between consumers and businesses.

We deliver our purpose through a set of core values: Openness, Balance, Empathy and Courage

Our board

Our board members

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Contact us

If you have a question you’d like to ask us, you can get in touch via our online enquiry page.

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