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Broadband Social Tariffs: Cheaper Deals on Benefits
If you are eligible for a social tariff, for example because you receive Universal Credit or Pension Credit, you can switch to it without a penalty, even during a contract. Ask your provider whether it offers one. If it will not help, complain in writing; after six weeks, or with a deadlock letter, you can use a free ADR scheme.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Social Tariffs
Social Tariffs
If you are eligible for a social tariff (for example because you receive Universal Credit or Pension Credit), you can switch to it without a penalty, even during a contract. source
Information Before You Sign
Before you are bound, residential customers and small businesses with ten employees or fewer should receive a written one-page summary of the contract (three pages for bundled services) covering charges, contract length and how to cancel, followed by the fuller written contract information. source
If Your Provider Will Not Help
Free Dispute Resolution
If your complaint is not resolved, you can use a free alternative dispute resolution (ADR) scheme once six weeks have passed since your initial complaint, or earlier if you receive a deadlock letter. The two schemes are the Communications and Internet Services Adjudication Scheme (CISAS) and the Communications Ombudsman. All providers must belong to one. source
Ofcom
Ofcom does not investigate individual complaints, but you can report problems through its monitoring form, which may inform investigations into companies. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 6 weeksWait before going to a free ADR schemeSix weeks from your complaint, or earlier with a deadlock letter
Steps to Take
Step 1 of 4
Check whether you receive a qualifying benefit, such as Universal Credit or Pension Credit.
Step 2 of 4
Ask your provider whether it has a social tariff and how to switch.
Step 3 of 4
If it says you must pay to leave your contract, remind it that eligible customers can switch without a penalty. Our free letter templates can write it for you.
Step 4 of 4
If it will not help, complain in writing. After six weeks, or with a deadlock letter, use its free ADR scheme.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
Your Provider's Complaints Team
Always start here, in writing, and keep a copy.
CISAS or the Communications Ombudsman (ADR)
Six weeks after your complaint, or when you receive a deadlock letter. Free for you. Your provider will say which scheme it belongs to.
Good to Know
Small things that make your complaint stronger.
Not every provider offers a social tariff, so you may need to switch provider to get one.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 12 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- ofcom.org.uk/phones-and-broadband/saving-money/telecoms-price-rises-what-are-your-rights Checked 12 October 2026
- ofcom.org.uk/complaints/complain-about-phones-or-internet-services/contracts Checked 12 October 2026