Out-of-contract mobile complaint letter

If your mobile contract has ended and your price went up, this letter asks why, using Ofcom's end-of-contract notice rules, and asks for your best deal and a refund if you weren't told.

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[Your name]
[Today's date]

To: [Provider] Customer Services
Account number: [Account number]

Subject: Formal complaint – mobile overcharging

Dear [Provider],

I am writing to make a formal complaint about the price I am paying for mobile. My contract ended on [date] and I am being charged [current amount] a month. Your best comparable deal is around [new or correct amount] a month.

Ofcom's General Condition C1 requires providers to send an end-of-contract notification 10–40 days before a contract ends, setting out the current and future price and your best deals, and to remind out-of-contract customers of their best deals every year.

Please:
1. Confirm when and how you sent me my end-of-contract and annual best-deal notifications.
2. Move me onto your best available tariff for my service.
3. Refund any amount I have overpaid if you did not notify me as required.

If this is not resolved within 6 weeks, or you send a deadlock letter, I will take my complaint to the relevant ombudsman scheme (Communications Ombudsman or CISAS).

Yours faithfully,
[Your name]

Tips

Send it through your provider's complaints email, web form or post, and keep a copy with the date you sent it.
Note the date: you can usually go to the free complaint scheme (CISAS or the Communications Ombudsman) after 6 weeks, or sooner with a deadlock letter.
Read our guide: Ofcom end of contract notifications.

Sources

Last checked 02/11/2026. This is a template with general information, not legal or financial advice. Check your own contract and the linked pages before you send it.

Out-of-contract mobile complaint letter

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2. Copy, print or download

Tips

Sources

Other mobile letters

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