Ofcom is inviting consumers who have recently tried to, or succeeded in, terminating their phone, broadband or pay TV contract to get in touch and
tell Ofcom about their experience.

Ofcom receives a significant number of complaints about the difficulties experienced by consumers trying to exit their contracts. In June this year, it launched a monitoring and enforcement programme to look closely at the cancellation and termination arrangements of different providers, identifying where they seem to be making it difficult for customers to leave.

To help it understand these difficulties, Ofcom also conducts industry research and analyses complaints data. To support that work, it would like to hear directly from consumers about their own experiences. Ofcom will not publish responses to the questionnaire, but will use them to inform its monitoring and enforcement work.


Ofcom cannot handle individual complaints, but provides advice on how to make a complaint.