Can my business use the Communications Ombudsman?

Communications Ombudsman can accept disputes from micro-businesses who have an unresolved dispute with their mobile phone provider, internet provider or landline provider. Companies with fewer than 10 employees (whether as employees or volunteers or otherwise) can access our free, impartial, independent dispute resolution service.

Communications Ombudsman can also accept disputes from not-for-profit organisations who have an unresolved dispute with their mobile phone provider, internet provider or landline provider. A “not-for-profit” organisation is defined as a person, or entity for which no more than ten individuals work (not including volunteers) in respect of an undertaking carried on by them or it.

What is classed as a micro-business?

If your business meets certain criteria, it may be classed by Ofcom as a micro-business (or “Micro Enterprise”). According to Ofcom's definition, a micro-business communications consumer must meet the following conditions:

• The business has fewer than 10 employees (whether as employees or volunteers or otherwise) or their full-time equivalent
• AND turnover up to £1.7 million

What is classed as a not-for-profit organisation?

In relation to a communications provider, a not-for-profit organisation is a customer of that provider, for which no more than 10 individuals work (whether as employees or otherwise but excluding volunteers) and which, by virtue of its constitution or any enactment:

• (a) is required (after payment of outgoings) to apply the whole of its income, and any capital which it expends, for charitable or public purposes; and
• (b) is prohibited from directly or indirectly distributing among its members any part of its assets (other than for charitable or public purposes)

How can my business get help from Communications Ombudsman?

If you are satisfied that your business is a qualifying micro-business or not-for-profit organisation, we may be able to investigate any unresolved disputes you have with your communications provider. You will have to follow their complaints process first and give them six weeks to provide a resolution. If they are unable to resolve your complaint in six weeks or offer you a deadlock letter or "final response" before then, we may be able to offer dispute resolution.

We are one of two dispute resolution services approved by Ofcom to handle disputes in communications. Find out if your provider is part of our scheme here.