This advice is designed to provide basic guidance to consumers. It is not a complete or authoritative statement of the law. A large print version is available.
Recent developments in wireless technology have resulted in almost half the population owning and using a mobile 'phone. Unfortunately, recent experience suggests the service you receive may not be all that its cracked up to be.
If you've already bought a mobile 'phone, or are just about to buy one, read this advice thoroughly to help you avoid the mobile blues.
If you have problems with your mobile 'phone after you've bought it, keep calm. The top causes for complaint are:
These complaints are matters of contract, and can only be settled between you and the telephone company. You should use the telephone company's complaints procedure. If you can prove your complaint is justified you should be compensated by refunding all or part of your subscription charges. If you are on a prepay service, usually called "pay as you go" or "prepay" then your 'phone should be credited with call time. The Office of the Telephone Regulator (OFTEL) may be able to advise you with these problems, but does not have powers to impose a settlement for you. The address and contact point for OFTEL is given below.
Complaints in the above categories should be referred direct to OFTEL for specific advice, after you have made a complaint to the telephone company. In certain cases OFTEL may refer you to other advice or enforcement agencies, or deal entirely with the matter themselves.
Where a manufacturer takes responsibility for a faulty 'phone, you should make sure the 'phone company is notified so that your bill can be credited for any period you were without your 'phone and unable to use it.
The Office of Telecommunications (OFTEL)
50 Ludgate Hill
London, EC4M 7JJ
The Advertising Standards Authority (ASA)
2-16 Torrington Place,
London, WC1E 7HW
The Office of Fair Trading (OFT)
1st Floor, Fleetbank House
2-6 Salisbury Square
London, EC4Y 8JX
Mobile Phone leaflet 38kb
Reviewed November 2010
C/uti/106/001 July 2000