TalkTalk

Company Overview

What customers complain about

Complaint categories

1. 1
   Broadband faults, service and provisioning40%

   Loss of service, intermittent faults, and problems with installation, activation and provisioning of new broadband lines.

   TalkTalk stated around 40% of its broadband complaints were driven by faults, service and provisioning (Ofcom Q1 2026 data, reported via ISPreview).
2. 2
   Complaint rate above the industry average

   TalkTalk attracts more complaints to Ofcom, per customer, than the industry as a whole for both broadband and landline.

   Ofcom Q1 2026: broadband 10 vs 6 average; landline 6 vs 3 average.
3. 3
   Billing, price rises and getting issues resolved

   Reported difficulty getting faults and account issues resolved at first contact, and concerns about mid-contract price changes.

   Reported, not verified — TalkTalk itself acknowledges it is transforming customer service to resolve root causes of complaints.

Contact methods

• Complaints — TV, phone line and broadband0345 172 0088
• Complaints — mobile service0345 172 0044
• Complaints by postTalkTalk Correspondence Dept, PO Box 675, Salford, M5 0NL. Include your name, the date the problem occurred, your TalkTalk home telephone number, any advisors/managers you dealt with, and a description of your complaint.
• CISAS (independent ADR scheme)0207 520 3814
• Ofcom (regulator)Ofcom regulates telecoms and enforces rules but does not resolve individual disputes — use CISAS for that.

Complaint journey

1. 1

   Contact a TalkTalk advisor

   Raise the complaint with customer service first.

   Typical responseFirst contact
   What happens

   Contact TalkTalk's Customer Service advisors by live chat (Mon–Fri 9am–8pm via the Contact Us page), phone (0345 172 0088 for TV, phone line and broadband; 0345 172 0044 for mobile), email (HereToHelp@talktalkplc.com) or post (TalkTalk Correspondence Dept, PO Box 675, Salford, M5 0NL). Advisors will try to resolve the issue on first contact; if they cannot, they should explain why and set a timescale.

2. 2

   TalkTalk investigates

   TalkTalk reviews your account and works to resolve the issue.

   Typical responseWithin 10 working days
   What happens

   TalkTalk reviews the details it holds and passes your complaint to the most suitable department. Its Customer Complaints Code says it aims to respond to complaints within 10 working days, though it notes this may not always be possible depending on the nature of the complaint. Service-affecting issues are treated as a priority.

3. 3

   Ask to speak to a manager

   Escalate internally if you are not satisfied with the first response.

   Typical responseCallback within 3 working days
   What happens

   If you are unhappy with the initial response, ask to speak to a manager. If a manager is not available immediately, TalkTalk says they will try to contact you within 3 working days.

4. 4

   Escalate to CISAS

   Take the dispute to the independent ADR scheme.

   Typical responseAfter 8 weeks or a deadlock letter
   What happens

   If you are still not satisfied, you can ask CISAS (the Communications and Internet Services Adjudication Scheme, run by CEDR) to review your complaint independently and for free. CISAS will not accept cases less than 8 weeks old unless you have received a deadlock letter from TalkTalk's CEO's Office. Contact: www.cedr.com/consumer/cisas/, cisas@cedr.com, 0207 520 3814, or CISAS, 100 St Paul's Churchyard, London EC4M 8BU.

Response times

If your complaint isn’t resolved

If TalkTalk can’t put things right, you can escalate — free of charge — to an independent body:

• Communications Ombudsman

Recent news

• 1 July 2026

  Ofcom's Q1 2026 (Jan–Mar 2026) data named TalkTalk the most complained-about UK broadband provider, at 10 complaints per 100,000 customers versus a 6 industry average, and joint-worst for landline at 6 versus 3. TalkTalk said around 40% of its broadband complaints were driven by faults, service and provisioning and that it is transforming its customer service.

  Read more
• 1 September 2025

  TalkTalk group carried out a further distressed debt restructuring, which ratings agency Fitch treated as a distressed debt exchange, alongside reports of a shrinking consumer base and talks over selling its consumer and wholesale (PXC) divisions.

  Read more
• 4 September 2024

  TalkTalk completed a roughly £400m refinancing with lenders and shareholders (including Toscafund, Ares Management and founder Sir Charles Dunstone), averting a debt default and extending maturities.

  Read more

Know your rights

• Consumer Rights Act 2015

  Broadband, landline and TV are services (and any supplied equipment is goods) that must be provided with reasonable care and skill and match what was agreed. If service is not as described or repeatedly faulty, you can require it to be put right. This is general information, not legal advice.

• Ofcom General Conditions and the automatic compensation scheme

  Ofcom's rules require providers to handle complaints fairly and offer ADR. As a scheme signatory, TalkTalk should pay set automatic compensation for delayed repairs, missed engineer appointments and delayed installations, without you having to claim.

• Alternative Dispute Resolution for Consumer Disputes Regulations 2015

  Underpins your right to a free, independent ADR review — for TalkTalk that is CISAS — once a complaint is 8 weeks old or deadlocked.

Frequently asked questions