Common problems
The most common type of complaint that we get about mobile phones tend to be where the supplier of the handset blames the airtime provider and the airtime provider blames the supplier of the handset.
For example, a consumer goes into a shop and signs up to an 18 month contract (with the airtime provider). The shop gives the handset to the customer as part of the deal. Who is to blame if the handset is defective?
In such a circumstance it will be the airtime provider – it comes as part of the 18 month contract with them. The shop will be acting as agent for the airtime provider.
For pay-as-you-go phones the defective handset is the responsibility of the shop you bought it from although you may also have an additional manufacturer’s warranty that you could use.
What are my rights?
The Citizens Advice website provides useful information on your rights in relation to mobile phones.
How can I resolve the issue?
Sometimes you will simply have a difference of opinion with your mobile phone company, in which case you should put your complaint in writing to them.
Where you reach “deadlock” with them, you can complain to one of two independent bodies that will help you resolve your dispute. One is called Ombudsman Services: Communications
. The other is called CISAS which stands for Communications and Internet Services Adjudication Scheme. Your mobile phone provider will agree to be bound by the decision of whichever of these bodies they are registered with.
The list of which mobile phone provider is registered with Ombudsman Services: Communications or CISAS can be seen from their websites on the links provided above.
How can I get more advice?
For further advice on a particular issue, you can contact our partner agency, The Citizens Advice Consumer Service, on 0845 4040506.