Ofcom's advice on your next step

Problems with your landline phone -
Switched company without permission or given misleading information during the sales process

There are now lots of phone companies offering telephone services to consumers. However, in some instances consumers are given incorrect or misleading information to encourage them to switch providers.

If you were given false or misleading information by a phone company to convince you to switch telephone supplier it is possible the company has mis-sold you their service. Additionally if you have received a bill from a company you haven’t signed up to, it’s possible you’ve been “slammed”. In other words, the new company has switched your account without first obtaining your permission.

There are a number of safeguards built into the switching process for fixed-line voice services which have been designed to ensure that consumers are protected from the risks of mis-selling and slamming.

The current process works on the basis of consumers being notified by letters which are sent by both the losing and gaining telephone companies informing the consumer of the impending switchover.

There is a 10-day switchover period during which time the consumer is able to stop the order going ahead where they simply change their mind or in cases of mis-selling or slamming. This can be done by simply contacting either the losing or gaining telephone companies and requesting that the switchover does not go ahead.

Ofcom can take action against companies that engage in mis-selling and slamming and can fine these companies up to ten per cent of their turnover.

Please help us take action by completing our complaint form, where you can tell us what has happened. It’s important that you give as much information as possible. Please do not use this form to complain about other problems with your phone company; this form is to report mis-selling and slamming cases only.