Transferring your service
We can help with your complaint about problems that happened when you transferred an existing service from one provider to another. To resolve your complaint about a transfer problem, we’ll consider the law, good industry practice and fairness.
Types of transfer complaints
We deal with complaints about transfers such as:
- providers not explaining what a transfer would mean for the consumer
- transfers that take too long
- only some parts of a bundled service being transferred
- transfers that the consumer didn’t agree to
- transfers made during the cooling off period
- providers not telling consumers once a transfer was complete.
What you should expect from your provider: the law and industry practice
Your service can’t be transferred unless you agree
Before transferring a service, providers must take all reasonable steps to make sure the consumer is authorised to transfer the service, and has agreed to the transfer. If you find out about a transfer that you didn’t agree to, you should contact the provider straight away.
Your service can’t be transferred until after the cooling off period
After agreeing to transfer during a telemarketing call or door-to-door sale, consumers have a 10-day cooling off period to change their mind. Providers can’t charge you or transfer your service until the cooling off period has ended.
You should be kept informed about how your transfer is going
Your new provider must tell you about any delays, problems or important changes during the transfer. They must also tell you when the transfer is completed – preferably on the same day, or otherwise within five working days.
For more information read our guidance on Transfer of services - in detail.