Ofcom's advice on your next step

Landline Phones -
If you need advice about privacy, security issues and unwanted calls

The term ‘mis-selling’ covers a range of sales and marketing activities that can work against the interests of both consumers and competition and undermines confidence in the industry as a whole. It can include:

• the provision of false and/or misleading information (for example, about potential savings or promising offers or gifts which do not actually exist);
• applying unacceptable pressure to change phone company, such as refusing to leave until the customer signs, or using threatening or otherwise intimidating behaviour; and
• 'slamming', an extreme form of mis-selling, where customers are simply switched from one company to another without their express knowledge and consent. Forms of slamming can include:
  
  
  • Where there has been no customer contact at all e.g. the forging of customers’ signatures on contracts.
  • "passing off" - where representatives companies claim to represent a different company from the one they are actually working for
  • When a customer is told they are merely signing for information and are then switched from one provider to another

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.

If you have been mis-sold a phone service or slammed - perhaps you have received a phone bill from a company you’ve not signed up to or even heard of – please see http://www.ofcom.org.uk/complain/landline/slamming/

Back to previous page