Consumer rights and complaints

Consumer rights: the complaints procedure in full

Every UK network answers to a free ombudsman whose determinations bind the network and not the customer. Most customers never invoke it, chiefly because no one has told them the ladder exists.

Published: Northgate Review editorial deskLast reviewed: July 2026Reading time: 4 minutesJurisdiction: United Kingdom

Summary of key points

Since January 2025, mid-contract rises must be stated in pounds and pence before signature.
Complaints proceed to the network first, in writing, with dates and references retained.
Eight weeks unresolved — or an earlier deadlock letter — opens the ombudsman.
The ombudsman is free, independent, and binding upon the network alone.

I.The 2025 pricing rules

Ofcom's rules effective January 2025 ended the indeterminate "inflation plus a percentage" rise on new contracts: any mid-contract increase must now be disclosed in currency before signature. An increase departing from the disclosure shown at signup constitutes a complaint of substance; the signup documentation should be retained accordingly.

II.The procedure

The network first, in writing

One matter, stated factually with dates, accompanied by the remedy sought — a refund figure, penalty-free departure, a fault's correction. Every reference number logged.

Eight weeks, or deadlock

The matter unresolved after eight weeks, or the network conceding deadlock in writing earlier: either opens the third stage.

The ombudsman, free of charge

Every UK network belongs to an approved scheme — the Communications Ombudsman or CISAS. Independent, free to consumers, binding upon the network. No paid representative is required by a procedure built for unassisted use.

III.Evidence

Dated captures: coverage checkers, bills, correspondence, signup disclosures.
A written chronology prevails over a remembered grievance without exception.
For failed coverage: failed-call logs and checker captures across weeks, not days.
Where a service materially fails, a written request for penalty-free departure is a reasonable remedy, and one the ombudsman can order where justified.

Character of this guidanceGeneral information, not legal advice. The ombudsman route is constructed for direct, unassisted, free consumer use; entities charging fees to conduct free procedures merit suspicion.