Your rights compared
What the rules say, against what you are told.
Photo from a free stock library — illustration only.The rule
Codes are issued free, unconditionally, within minutes, valid thirty days, with exit sums itemised.
- No call required
- No conditions permitted
- No delay permitted
The script
“An adviser will call you back to discuss your options.”
- Implies a required step
- Creates delay
- Applies time pressure
The rule wins, every time. Send the text yourself and the script becomes irrelevant.
Not sure which side of a comparison you fall on?
Ask us. We are independent — nothing for sale, no access to your account, and we will never ask you for a security code. We will read an offer with you, explain a clause, or talk a switch through.
Call 020 3896 5248WhatsApp usEscalating
Written complaint, dated evidence, then free referral at eight weeks or on a final response.
- Free to you
- Binding on the provider
- Requires a file
Giving up
Abandoning the complaint after weeks of calls.
- Costs nothing further
- Also achieves nothing
- Most common outcome
Escalating, and most people stop two stages short of it. The determination binds the provider and never binds you.
The protections in full
Making evidence that counts
Status-page captures, usage screens, bills, chat transcripts and a simple dated log constitute a file; telephone conversations do not. Start the record on the first bad day, before it is clear whether escalation will be needed.
If you were sold something on a promise the product does not deliver, use the word mis-selling explicitly in writing — it engages a specific review lane.