Telephone

What can I do if I have been mis-sold a telephone/broadband service?

telephone keupadThere are various ways that a company can mis-sell to you.

These include pretending to be another company; not giving you correct package costs; and not giving you the full story on minimum contract periods, or penalty charges if you close the contract early.

Ofcom has strict rules which ban all forms of mis-selling and companies which break these rules can be fined up to 10 per cent of their turnover.

How you can help us tackle mis-selling

Consumers continue to play a vital role in helping us tackle mis-selling.

Although we can’t investigate individual cases, your complaints can lead to us launching investigations and ultimately to us taking action.

By working with us to tackle slamming, you can help bring about much wider benefits for millions of consumers and ensure that others don’t fall victim to this problem.

I have been mis-sold a service and want to complain to Ofcom

Next steps to take

Complain to the provider involved. If you’re switching from your current provider, you can get the order cancelled during the switchover period. If the provider refuses to cancel the transfer, you can contact your current provider and ask them to cancel the order. You can do this up to 24 hours before the transfer takes place but it is best to do this at least 48 hours before the scheduled transfer date.

If you can’t stop the transfer and you become a customer of the company, you should follow its complaints procedure.

Click here for details of how to make a telecoms complaint. Our guide explains what you need to do each step of the way.