How to dispute a mobile phone contract charge UK
You opened your bill and the number was wrong.
Maybe it's a charge you never agreed to. Maybe the price rose mid-contract — an email buried in your inbox, a vague reference to “CPI adjustment”. Maybe you cancelled months ago and they're still billing you. Whatever happened, one thing is clear: the charge is not right, and you know it.
You have legal rights. The Consumer Rights Act 2015, Ofcom's General Conditions of Entitlement, and the Consumer Contracts Regulations 2013 give you enforceable protections — not just goodwill policies the network can withdraw at any time. This guide explains exactly how to use them.
Your legal rights as a mobile customer
Mobile networks are not above the law. They operate under a framework of legislation that creates enforceable obligations — not suggestions.
Consumer Rights Act 2015
Under section 49 of the Consumer Rights Act 2015, any service provided to a consumer must be carried out with reasonable care and skill. Under sections 50–52, the service must match what was described at the point of sale.
If you were sold a contract at a stated monthly price and you're being charged something different — without your informed consent — that's a statutory breach. Not a billing misunderstanding. A breach of law.
Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
Regulation 40 requires that traders obtain your explicit consent before imposing additional charges. If your network has added fees you didn't clearly agree to — a data overage charge, a bolt-on you didn't activate, a fee in the small print you were never shown — they are required to refund it. Additional charges must be opt-in, not opt-out.
Regulation 13 requires that all material information is provided clearly before you enter a contract. Charges not properly disclosed at sign-up are a strong basis for dispute on their own.
Communications Act 2003 and Ofcom's General Conditions
The Communications Act 2003 establishes Ofcom as the regulator for UK telecoms. Ofcom issues General Conditions of Entitlement — binding rules every UK communications provider must follow.
General Condition C7 governs complaint handling and dispute resolution. Networks must operate accessible complaints procedures and participate in approved Alternative Dispute Resolution (ADR) schemes. This is the mechanism that lets you escalate past the network entirely if they refuse to resolve your dispute.
Mid-contract price rises — Ofcom's 2023 ruling
If your network raised your monthly price mid-contract citing CPI inflation, you may have grounds to exit the contract without penalty — or to dispute the increase entirely.
In 2023, Ofcom investigated mid-contract price rises tied to CPI+3.9% formulas used by EE, Vodafone, and others. Ofcom found these rises were not being presented to customers with sufficient clarity at the point of sale. Following regulatory intervention, several networks were required to change how they sell contracts. Many customers locked into CPI+3.9% terms had exit rights they were never told about.
If your price rose mid-contract and this wasn't clearly disclosed at sign-up, that triggers your right to exit under General Condition C7.8 — see the FAQ section below.
The escalation path: three steps
Follow this sequence. Every step builds on the last and creates a documented record.
Formal written complaint to the network
Not a phone call or live chat — a formal letter or email marked clearly as a formal complaint, sent to the network's official complaints address. This starts the 8-week clock under Ofcom General Condition C7. State the charge you dispute, the legislation that applies, what remedy you want, and a 14-day deadline for a substantive response.
ADR — Ombudsman Services: Communications or CISAS
If 8 weeks pass without a satisfactory resolution — or you receive a deadlock letter — refer the dispute to the approved ADR scheme. Free for consumers. The scheme's decisions are binding on the network. It can award compensation, require refunds, and direct the network to take corrective action.
Small claims court
If your financial loss exceeds what the ADR scheme covers, or the scheme can't resolve your type of dispute, issue a claim in the small claims court. For England and Wales, claims up to £10,000 go through the small claims track — no solicitor needed. The 6-year limitation period applies under the Limitation Act 1980, section 5.
Which ADR scheme covers your network
Before you refer to a scheme, check which one your network is registered with. Using the wrong scheme wastes time and delays your complaint.
| Network | ADR Scheme |
|---|---|
| EE | Ombudsman Services: Communications (OS:C) |
| BT | Ombudsman Services: Communications (OS:C) |
| Vodafone | Ombudsman Services: Communications (OS:C) |
| Sky Mobile | Ombudsman Services: Communications (OS:C) |
| Virgin Media | Ombudsman Services: Communications (OS:C) |
| giffgaff | Ombudsman Services: Communications (OS:C) |
| iD Mobile | Ombudsman Services: Communications (OS:C) |
| O2 | CISAS |
| Three | CISAS |
| Lebara | CISAS |
| Utility Warehouse | CISAS |
Both OS:C and CISAS are approved by Ofcom under the General Conditions. Referral to either is free for consumers. The network is bound by the decision.
⚠ The 8-week clock — don't let it drift
The moment you raise a formal complaint, the 8-week clock starts under Ofcom General Condition C7. Your network has 8 weeks to resolve it to your satisfaction. If they haven't — or if they issue a deadlock letter — you can refer immediately to the ADR scheme.
If you've been calling or live chatting without a formal complaint being logged, write today — clearly stating: “I am raising a formal complaint as of [date].” The 8-week period starts from that date.
Networks rely on delay. Pin the start date down in writing.
Fight My Corner
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Write my letter now →What to put in your complaint letter
A complaint letter that gets results is specific, legal, and sets a hard deadline. A frustrated message to customer services is not a complaint letter. Here is what the letter must contain:
Account number
Confirms your identity and pins the dispute to the specific contract. Don't skip this — it's the first thing their complaints team will check.
The exact charge disputed
The amount, the date it appeared on your bill, and what it was described as. Vague complaints get vague responses.
What you expected
Your agreed monthly amount, what was promised at sign-up, or what your contract states. This is the baseline you're holding them to.
Legislation that applies
Consumer Rights Act 2015 (section 49 or 50), Consumer Contracts Regulations 2013 (Regulation 40), or Ofcom General Condition C7 — whichever fits your situation. Named legislation tells them this is a legal dispute, not a customer service complaint.
The remedy you want
A refund of the disputed amount, correction of your tariff, removal of an unauthorised charge, or early termination without penalty. Be specific — it removes their ability to offer you something less.
A 14-day deadline
"Please confirm the resolution of this matter within 14 days. If I do not receive a satisfactory response, I will escalate this complaint to [OS:C / CISAS] under Ofcom General Condition C7." The deadline creates a record. The escalation path tells them this doesn't end with customer services.
Fight My Corner writes this letter for you
Getting every element right — the correct legislation, the right remedy, the right tone — matters. A vague or legally thin letter gives the network an easy way out. Fight My Corner generates formally grounded dispute letters for mobile phone contract disputes, citing the exact legislation and your network's own contract terms. Ready to send in under a minute.
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Dispute your mobile charge now →Frequently asked questions
Can I cancel my contract if my network raised the price mid-contract?
Yes — in most cases. Ofcom General Condition C7.8 gives you the right to exit your contract without paying an early termination fee if your provider makes a change that is to your material detriment. A mid-contract price rise qualifies if it wasn't clearly disclosed at the point of sale. You must act within 30 days of being notified of the change. If the network refuses to let you exit penalty-free, that refusal is itself a breach of C7.8 and the basis for a formal complaint.
What if I'm still within my minimum contract term?
Being in-contract does not mean you have no rights. Dispute the specific charge — your obligation to pay the agreed monthly amount doesn't extend to additional charges you didn't agree to. If your price rose mid-contract without proper disclosure, that may trigger your exit right under C7.8 regardless of how much time remains on your contract.
Is there a time limit for making a complaint?
For the ADR schemes: you must refer within 12 months of receiving a deadlock letter, or 12 months after 8 weeks have passed since your formal complaint was raised. Don't let this drift. For small claims court: 6 years from the date of the breach, under the Limitation Act 1980 (section 5) in England and Wales. Wrongful charges from 2020 onwards may still be claimable today.
Do I need a solicitor?
No. The ADR schemes — OS:C and CISAS — are free for consumers to use. The small claims court is designed for self-representation. Court fees are low (starting at £35 for claims under £300) and the hearing is informal. Fight My Corner's letters give you the same legally grounded starting position without the cost of professional legal advice.
What if the network just ignores my complaint?
Silence doesn't protect them. If 8 weeks pass with no satisfactory resolution — including no response at all — you are entitled to refer to the ADR scheme immediately. Under Ofcom General Condition C7, the network cannot simply wait you out. Log the date you sent your formal complaint and set a reminder for 8 weeks from that date.
Fight My Corner provides dispute letter generation tools and guidance — not legal advice. For complex disputes involving large financial losses or potential court action, consider seeking independent legal advice from a solicitor or your local Citizens Advice bureau.