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Consumer rights guide
Complaints and your rights in 2026
UK telecoms rules have tightened. Every network must belong to a free ombudsman scheme whose decisions bind the network — here is how to use the ladder.
Independence notice
Thirdgreenovo is an independent third-party information service. We are not affiliated with, authorised by, or acting for any network named on this page. Trade marks belong to their owners and identify the subject of guidance only. For account, billing or contract matters, contact your network's official customer service. Calls to our line are standard geographic rate and provide general guidance only.
Clear pricing rules
Under Ofcom rules that took effect in January 2025, networks must state — in pounds and pence, before you sign — exactly what mid-contract price rises will apply. Vague "inflation plus a percentage" rises are no longer permitted on new contracts. If your price rises unexpectedly, compare your contract paperwork against what you were told at signup; a mismatch is strong complaint grounds.
The complaints ladder
- Complain to the network first, in writing where possible. State the problem, the resolution you want, and keep dates and reference numbers for everything.
- Give it 8 weeks — or get a deadlock letter. If the network cannot resolve the issue within 8 weeks, or issues a deadlock letter sooner, you gain the right to escalate.
- Escalate to the free ombudsman. Every UK network belongs to an approved Alternative Dispute Resolution scheme (Communications Ombudsman or CISAS). It is free to consumers, independent, and its decisions bind the network — not you.
Strong complaint hygiene
- One issue per complaint, stated factually with dates.
- Say what outcome you want: refund amount, penalty-free exit, fault fix.
- Keep screenshots of coverage checkers, bills and chat transcripts.
- Persistent total loss of service can ground penalty-free exit where the service materially fails — put that request in writing.
This page is general information, not legal advice. The ombudsman process is designed for consumers to use without any paid representative — be wary of firms charging fees to "handle" free processes.