4Com Complaints: Current Escalation Route (2026)

How to make a complaint to 4Com

Start with 4Com's published complaints procedure. Explain what happened, identify the relevant account and agreement, attach copies of the documents you rely on, and state the outcome you are asking 4Com to consider. Keep a dated copy of what you send and of each response.

4Com's current Code of Conduct identifies Communications Ombudsman as its alternative dispute resolution service. Older versions of this article incorrectly named CISAS.

When an external escalation may be available

Ask 4Com for its final response or a deadlock letter if it says that its internal process is complete. Under the current telecoms complaint timetable, an eligible complainant may be able to approach the provider's approved ADR scheme after a deadlock letter or after six weeks without resolution.

Eligibility is not automatic. It can depend on the type and size of the organisation, the service complained about, when the complaint arose and the scheme's current rules. Check the provider's current code and the Communications Ombudsman eligibility rules before applying.

What to include

• your account and contact details;
• the date the problem began and a short timeline;
• the agreement, order form, bills and correspondence relevant to the issue;
• the specific points you dispute; and
• the outcome you want 4Com to consider.

Written records make it easier for both sides and any later reviewer to understand the chronology. You can still speak by phone, but confirm important points and any proposed settlement in writing before deciding whether to accept it.

Ofcom and individual disputes

Ofcom regulates the communications sector and uses complaint information to monitor wider patterns. It does not normally decide an individual customer's contractual dispute or award that customer a remedy. The provider's complaints process and its approved ADR scheme are the relevant escalation path for an eligible individual case.

Separate equipment or finance agreements

A telecoms service agreement and an equipment finance or lease agreement may be separate contracts with different counterparties. Ending, disputing or obtaining an ADR outcome about one agreement does not automatically suspend or cancel the other.

If finance documents are involved, request a complete copy and write separately to the named finance provider. Do not stop payments or cancel a Direct Debit solely because of this article. Ask the finance provider for its complaint procedure, check whether any external scheme covers the particular agreement and organisation, and obtain independent legal or financial advice where the sums or consequences are significant.

Frequently asked questions

Which ADR scheme does 4Com currently name?

4Com's current Code of Conduct names Communications Ombudsman. Check the live code again before escalating because provider membership and scheme rules can change.

When can I consider external ADR?

An eligible complainant may be able to escalate after receiving a deadlock letter or after six weeks without resolution. Confirm the current timing and eligibility rules with the provider and scheme.

Does an ADR complaint cancel a separate equipment lease?

No automatic cancellation should be assumed. A lease or finance agreement may be a separate contract and needs to be addressed with its named counterparty.

Should I keep complaint records?

Yes. Keep the complaint, agreements, bills, attachments and responses together, and confirm important phone discussions in writing.

Checked against 4Com's published Code of Conduct on 16 July 2026. This is general information, not legal or financial advice.