If something goes wrong
Compensation if a broadband switch goes wrong
What automatic compensation and complaints routes can mean if a UK switch is delayed or missed.
Last reviewed 8 September 2026. Last fact-checked 8 September 2026.
Start with the new provider
If activation is late, an engineer misses an appointment, or you lose service, contact the gaining provider first. They own the order. Keep dates, reference numbers and a simple log of calls.
Automatic compensation
Ofcom’s automatic compensation scheme can apply to delayed repairs, delayed activations and missed appointments for qualifying residential services. Eligibility and amounts are set by the scheme and the provider, not by OneTouchSwitch. Check the current Ofcom summary rather than treating this page as a legal right.
If you cannot resolve it
Use the provider’s complaints process, then an Ofcom-approved alternative dispute resolution scheme if the complaint is unresolved. We are not a regulator and cannot adjudicate a switch.