Your rights as a
UK mobile customer.

The pounds-and-pence rule (from January 2025)

Since 17 January 2025, any planned annual price rise must be stated upfront in exact pounds and pence at sign-up — not as a vague CPI+% formula. For contracts signed after this date:

• The network must tell you exactly how much your bill will rise
• E.g. "your bill will rise by £2.50/month each April" must be clearly disclosed
• If not properly disclosed, you have the right to exit penalty-free within 30 days of notification

Annual price rises in 2026

Maximum contract length: 24 months

No UK mobile contract can exceed 24 months as the initial term. Optional 36-month device plans exist, but the airtime agreement cannot exceed 24 months.

Phone unlocking

Since 1 December 2021, all phones sold by UK networks must be sold unlocked. If you have an older locked phone, your network must unlock it free of charge within 72 hours of your request.

Your switching rights

• Text PAC to 65075 — provided within 60 seconds
• Text STAC to 75075 — switch without keeping your number
• Text INFO to 85075 — check contract end date and exit fees
• Networks cannot refuse or delay these codes — it's a breach of Ofcom regulations

How to complain

1. Contact your network first — give them a chance to resolve within 8 weeks
2. If unresolved after 8 weeks (or if you receive a 'deadlock letter'), escalate to:
3. Communications Ombudsman — covers EE, O2, Sky Mobile, TalkTalk, Virgin Media
4. CISAS — covers Three, Vodafone, iD Mobile, giffgaff, and others
5. Both services are free for consumers and decisions are binding on the network