Complaints & Your Rights · 4 min
Your Rights as a Telecoms Customer
UK telecoms customers have strong protections. Here's a quick guide to the ones that matter most, and how OCCTA meets them.
Clear information before you buy
You get a Contract Summary and full contract information before you're asked to agree. Your agreement only starts when you accept.
Cooling-off
Normally 14 days to cancel a contract made online, by phone or off-premises.
Easy switching
One Touch Switch for broadband and home phone, and text-to-switch for mobile numbers.
Speed remedies
If performance is significantly and persistently below what your contract states, remedies required by law are available, which can include the right to leave without penalty.
Price changes
No inflation-linked price rises built into our residential contracts. Where a change gives you a right to leave without penalty, you'll be told in writing in advance.
Complaints and ADR
A clear complaints process and free access to independent ADR after 6 weeks or deadlock.
About Ofcom
Ofcom regulates UK communications and publishes guidance on your rights at ofcom.org.uk. It doesn't normally decide individual disputes — that's what ADR is for.