Mis-sold Mobile phone contracts


Important points to remember when taking out a mobile phone contract:

  • Always make sure you are given a copy of the contract
  • Make sure that the contract tariff is clearly explained, i.e. how many minutes, texts and data usage you are entitled to under the contract and how much will be charged monthly inclusive of VAT. Many providers fail to inform the consumer of the full monthly payment as they find VAT is later added on top of the monthly payment with insurance etc
  • Check whether insurance has been added onto the product (did you consent to this?), if it has been added you are usually given only 14 days for cancellation so you should check for this immediately if not checked at the time of purchase
  • You should ensure that any agreed phone insurance policy covers you for what you require by requesting the policy document and reading through it before agreeing to accept it i.e. does it cover theft, loss, damage, theft abroad, will the phone be replaced with a new phone or a re-conditioned phone and what is the policy excess etc
  • There may be instances where providers misrepresent the product to consumers i.e. having been told that there is good network coverage in your area where there is not or informing you that you can receive an upgrade after 12 months which may limit you in other ways.

How to make a complaint

If you have a complaint about a mis-sold mobile phone contract you should initially deal with the matter through the provider's internal complaints procedure. If the matter is still not resolved after 8 weeks, you can refer the matter to The Ombudsman (if the provider is a member of the Ombudsman Service) who will investigate both sides of the disagreement and provide their decision. This is a free service for consumers and The Ombudsman can be contacted on:

Telephone: 0330 440 1614
Textphone: 0330 440 1600

In writing to:
Ombudsman Services: Communications
PO BOX 730

Website: http://www.ombudsman-services.org/communications.html

You can also contact Advice Guide at the Citizens Advice Bureau who are able to offer free advice and help find a solution to the matter. See: http://www.adviceguide.org.uk/england/consumer_e/phones_tv_internet_and_computers_index_e.htm

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