Introduction to Complaining About Your Phone, TV or Internet Bill
When you receive a phone, TV, or internet bill that doesn’t seem right, it’s important to know you have the right to challenge it. Common reasons for complaining include being charged for services you didn’t use, unexpected fees or price increases, mistakes in your bill, or ongoing poor service that doesn’t match what you were promised. Sometimes, charges appear for calls or data you never used, or you might be billed after cancelling a contract.
As a consumer in the UK, you’re protected by laws such as the Consumer Rights Act 2015 and the Communications Act 2003. These laws mean your provider must bill you accurately, deliver the service you’re paying for, and handle complaints fairly. If you spot an error or feel you’ve been treated unfairly, you have the right to ask for a correction or a refund. Providers are also required to make their complaints process clear and accessible.
Writing a clear, polite, and detailed complaint letter is often the best way to resolve billing problems. A well-written letter helps you explain exactly what’s wrong, what you’d like done to fix it, and provides a record of your concerns. Make sure to include key details such as your account number, dates, and copies of any relevant bills or correspondence. Sticking to the facts and keeping your tone professional can help your complaint be taken seriously and resolved more quickly.
This page offers a simple template and guidance for writing your complaint letter, making it easier to explain your situation and request a fair outcome. You’ll also find practical tips and advice on what to include, how to send your letter, and what to do if you don’t get the response you need. If you’re dealing with other service issues, you can also explore our full range of letter templates for problems with services for more support.
When to Write a Complaint Letter About Your Bill
When to Write a Complaint Letter About Your Bill
It’s important to know when writing a complaint letter about your phone, TV, or internet bill is the right step. If you spot something wrong on your bill, acting quickly can help you resolve the issue before it gets worse.
Common reasons to complain about a bill include:
Incorrect charges: This could be a charge for a service you didn’t use, double billing, or an amount that doesn’t match what was agreed in your contract.
Unclear or hidden fees: Sometimes, bills include charges that aren’t explained or were not mentioned when you signed up.
Billing for services not received: If you’re being charged for a package, channel, or feature you never had, or for a period when the service wasn’t working, you have grounds to complain.
Unexpected price increases: If your bill goes up without proper notice or explanation, especially within the minimum contract period, you may have the right to challenge it.
Service quality and delays can also affect your bill. For example, if you experienced long periods without service or repeated faults, you shouldn’t have to pay the full amount. In these cases, you might want to use a letter to complain about the poor standard of a service or a letter to complain about a delay to a service alongside your billing complaint.
Before writing your complaint letter:
Check your contract: Review the terms and conditions you agreed to, including pricing, notice periods, and what happens if services are interrupted.
Compare recent bills: Look for changes or unexpected charges by comparing your current bill to previous ones.
Gather evidence: Make a note of dates, amounts, and any communication with your provider about the issue.
Why act quickly? Most companies have a time limit for raising billing disputes – often within a few months of the issue appearing on your bill. Acting promptly helps you protect your rights and increases your chances of a fair outcome. If you leave it too long, you may lose the opportunity to challenge the charges or claim a refund.
Taking these steps ensures your complaint letter is clear, accurate, and more likely to get results.
How to Write Your Complaint Letter
When writing a complaint letter about your phone, TV, or internet bill, following a clear structure can help make your concerns easier to understand and resolve. Here’s how to organise your letter and what to include:
1. Start with your contact and account details
Begin your letter with your name, address, and contact information. Include your account number or reference, so the company can quickly identify your case.
2. Clearly describe the billing issue
State the problem simply and politely. For example, you might say, “I have noticed an unexpected charge of £30 on my most recent bill dated 10 June 2024, which I do not recognise.” Stick to the facts – mention dates, amounts, and any previous contact you’ve had with the company. Avoid emotional language, as a calm and factual approach is more likely to lead to a positive outcome.
3. Attach supporting documents
Enclose copies (not originals) of any relevant documents, such as recent bills, your contract, or previous correspondence. This evidence can help the company understand your complaint and check their records.
4. State what you want to happen next
Be clear about the resolution you are seeking. For instance, you might request a refund for incorrect charges, a corrected bill, or an explanation of the charges. If you want the service improved, explain what changes you expect.
5. Set a reasonable deadline for a response
To encourage a timely reply, politely ask the company to address your complaint within a specific timeframe – usually 14 days is reasonable. For guidance on how to make your deadline clear and legally significant, see our letter to make time of the essence services.
6. Keep a copy for your records
Always save a copy of your complaint letter and any documents you send. This will be useful if you need to follow up or escalate your complaint later.
By following these steps, you make it easier for your service provider to understand your complaint and take action. If you need a ready-made template or further advice on what to include, explore our other resources for practical support.
Sample Complaint Letter Template
Sample Complaint Letter Template
If you’ve spotted a problem with your phone, TV, or internet bill, writing a clear and formal complaint letter is an important first step. Below is a template you can use to make your complaint. Remember to fill in the details that apply to your situation, such as your account number, the date, and a description of the issue.
[Your Name]
[Your Address]
[Postcode]
[Phone Number]
[Email Address]
[Date]
Customer Services
[Name of Provider]
[Provider’s Address]
[Provider’s Postcode]
Subject: Complaint About [Phone/TV/Internet] Bill – Account Number: [Your Account Number]
Dear Sir or Madam,
I am writing to formally complain about an issue with my [phone/TV/internet] bill dated [date of bill], for account number [your account number].
Description of the Problem:
On reviewing my recent bill, I noticed [describe the issue clearly, e.g. “I have been charged twice for the same service,” “I was billed for calls I did not make,” or “I am being charged for a package I did not request”]. According to the Consumer Rights Act 2015, I am entitled to receive services as described and to be billed accurately for any charges.
What I Expect:
I kindly request that you review my bill and provide a full explanation for these charges. If a mistake has been made, I expect the incorrect charges to be removed or refunded as soon as possible.
Supporting Information:
I have attached copies of my bill and any relevant correspondence for your reference.
Desired Outcome and Response Time:
Please confirm in writing that you have received this complaint and let me know the outcome of your investigation. I would appreciate a full response within 14 days, as recommended by Ofcom’s General Conditions of Entitlement for communications providers.
If I do not receive a satisfactory reply within this time, I may consider taking my complaint further, including contacting the relevant ombudsman service.
Yours faithfully,
[Your Name]
Tips for Using This Template:
Be clear and factual. Avoid emotional language and stick to the details.
Keep copies of all letters and any replies you receive.
Include any evidence, such as copies of bills or previous correspondence.
If your provider has a specific complaints process, follow their steps as well.
Common Questions:
Do I have to write a letter, or can I complain by phone or email?
While you can often complain by phone or email, having a written record is important. A formal letter provides proof of your complaint and the date you raised it.
How long should I wait for a response?
Most providers are required by Ofcom to respond within 8 weeks, but it’s reasonable to request a response within 14 days. If you don’t get a reply, you can escalate your complaint.
What laws protect me if I’ve been unfairly charged?
You are protected by the Consumer Rights Act 2015, which says services must be as described, and by Ofcom’s rules for fair billing and complaint handling.
Use the template above to help make your complaint clear and effective. Adjust it to suit your personal circumstances and the details of your billing issue.
What to Include in Your Complaint Letter
When writing a complaint letter about your phone, TV, or internet bill, it’s important to include all the key details so the company can quickly understand and resolve your issue. Here’s what you should cover in your letter:
1. Your Personal Details
Begin your letter by clearly stating your full name, address, and preferred contact details (such as your phone number or email address). This helps the company identify your account and get in touch with you about your complaint.
2. Account or Customer Number
Include your account or customer number, which you can usually find on your bill or in your online account. Providing this number ensures your complaint is linked to the correct account.
3. Bill Details
Specify which bill you’re complaining about. Mention the date of the bill, the amount you were charged, and the invoice or reference number if you have it. This makes it easier for the company to locate the exact bill in question.
4. Explain the Problem Clearly
Describe what is wrong with your bill. For example, you might have been charged for a service you didn’t use, noticed unexpected fees, or found incorrect charges. Be as specific as possible – list the charges you’re disputing and explain why you believe they are incorrect. If you need help understanding your charges, you can find more advice on managing call costs.
5. Reference Previous Communication
If you have already spoken to customer service or sent emails about the issue, mention this in your letter. Include the dates and details of any previous contact, and the names of any representatives you spoke with, if possible. This shows you have tried to resolve the issue before and provides useful context.
6. State What You Want the Company to Do
Be clear about what outcome you are seeking. For example, you may want the company to correct the charges, issue a refund, or improve the service going forward. If you expect a response by a certain date, mention this as well.
Including these details in your complaint letter will make it easier for the company to investigate and resolve your issue promptly. Remember to keep a copy of your letter and any responses you receive for your records. If you need more guidance, you can explore related advice and templates elsewhere on our site.
Your Rights Under UK Consumer Law
When you pay for phone, TV, or internet services in the UK, you are protected by a range of consumer laws and regulations. Understanding your rights can help you resolve billing issues confidently and ensure you are treated fairly by your provider.
Your Right to Accurate Billing
UK law requires service providers to bill you correctly for the services you use. Under the Consumer Rights Act 2015, you are entitled to receive services as described in your contract, at a reasonable cost, and with reasonable care and skill. This means your bills should be clear, accurate, and reflect only the charges you have agreed to. If you spot mistakes – such as unexpected charges, double billing, or services you did not receive – you have the right to challenge these with your provider.
For more detailed information about how billing and charges are regulated, you can visit Ofcom, the UK’s communications regulator. Ofcom sets out clear rules to protect consumers and explains what you can do if you think your bill is wrong.
Fair Treatment and Service Standards
Your provider must treat you fairly and deliver the service as promised in your contract. If they fail to meet agreed standards – such as providing a reliable connection, delivering the correct package, or charging you the agreed price – they may be in breach of contract. In these cases, you have the right to ask for a correction, a refund, or another form of resolution.
If you believe your provider has misrepresented the service (for example, promising speeds or features that were never delivered), you may be able to claim compensation. You can use our letter to claim damages for misrepresented goods and services as a template to help you explain your situation and request a fair outcome.
Your Right to Complain and Escalate
If you find a problem with your phone, TV, or internet bill, you have the right to complain to your provider. Providers are required by Ofcom to have clear complaints procedures and must respond to your concerns within a reasonable time. If you are not satisfied with their response, you can ask for a "deadlock letter," which allows you to take your complaint to an independent ombudsman for a free, impartial decision.
For more guidance on making a complaint and the steps you can take, Ofcom provides practical advice on their billing and charges page.
The Importance of Contract Terms
Always check your contract for details about prices, service levels, and cancellation terms. If your provider has broken the contract – such as by repeatedly overcharging you or failing to deliver the agreed service – you may have the right to end the agreement early. Our letter to cancel a contract that’s been breached template can help you formally notify your provider if you choose to take this step.
By knowing your rights and using the right approach, you can resolve billing issues more effectively and ensure you get the service you’re paying for. If you need help drafting a complaint letter or taking further action, explore our templates and advice for step-by-step support.
What to Do If Your Complaint Is Not Resolved
If your complaint about a phone, TV, or internet bill is not resolved after sending your letter, there are several steps you can take to escalate the issue and seek a fair outcome.
Escalating Your Complaint Within the Company
Start by checking your provider’s official complaints policy. Most companies have a clear process for dealing with unresolved complaints. This usually involves:
Contacting their customer service team again and asking for your complaint to be escalated to a manager or the dedicated complaints department.
Clearly explaining the problem, what you have already done to try to resolve it, and what outcome you are seeking.
Requesting a written response or a reference number for your complaint, which can help you track progress.
For detailed guidance on how to move your complaint forward within the company, you can review the consumer service complaints procedure.
Keeping Records
It’s important to keep a record of all communications with your service provider. This includes copies of letters or emails you’ve sent and received, notes of phone conversations (including the date, time, and the name of the person you spoke to), and any bills or documents related to your complaint. These records will be useful if you need to escalate your complaint further.
Contacting an Ombudsman or Regulator
If your provider does not resolve your complaint within eight weeks, or if you receive a “deadlock letter” stating they cannot do anything more, you have the right to take your complaint to an independent ombudsman. For phone, TV, and internet services, you can contact Ombudsman Services.
The Ombudsman can review your case and make a decision that the provider must follow. Their service is free for consumers, and they can order the company to correct billing errors, issue refunds, or take other appropriate action.
Alternative Dispute Resolution
Ombudsman schemes are a form of alternative dispute resolution (ADR), which means resolving disputes without going to court. Using ADR can save you time and stress, and often leads to a quicker solution. Most major telecoms providers are required by law to be a member of an ADR scheme, as set out in Ofcom’s General Conditions of Entitlement.
If you’re unsure whether your provider is covered, you can ask them directly or check their website for details about their ADR membership.
Taking these steps ensures your complaint is handled fairly and increases your chances of a satisfactory resolution. If you need more support or want to understand the next steps in detail, refer to the consumer service complaints procedure or visit Ombudsman Services for further information.
Additional Advice and Related Issues
If you’re facing issues with your phone, TV, or internet bill, there are often related concerns that can affect your rights and next steps. Here’s some additional advice to help you handle common problems and find further support.
Spotting and Avoiding Scams
Scams are increasingly common in the phone, TV, and internet sector. Fraudsters may contact you pretending to be your provider, offering bill discounts or requesting payment details to “fix” an issue. Always be cautious if you receive unexpected calls, texts, or emails about your account. Double-check contact details using your provider’s official website and never give out personal or banking information unless you are certain who you’re dealing with. For more on how to protect yourself, see our spotting and avoiding scams expert tips.
Struggling to Pay Your Bills
If you’re having trouble paying your phone, TV, or internet bill, don’t ignore the problem – contact your provider as soon as possible. Many companies have support schemes, such as payment plans or temporary pauses on service restrictions. You may also be able to switch to a cheaper tariff or access social tariffs if you receive certain benefits. For more general advice that also applies to utility bills, read our guide on struggling to pay your energy bills.
Cashback Disputes with Phone Companies
Some phone contracts offer cashback deals, but these can sometimes lead to disputes if the company delays or refuses payment. If you’re owed cashback and haven’t received it, you have the right to complain and request the money you’re entitled to. For a step-by-step approach, use our letter to complain to a phone company about cashback template to help you make your case clearly.
Ending Your Contract Due to Poor Service
If billing issues are part of ongoing poor service – such as repeated faults, missed appointments, or broken promises – you may have the right to end your contract early. Under the Consumer Rights Act 2015, services must be provided with reasonable care and skill. If you’ve lost faith in your provider, you can use our letter to end contract due to poor work and lost faith to formally request cancellation and explain your reasons.
Complaints About Poor Quality Work
Sometimes, problems with your bill are linked to poor installation, repairs, or maintenance work. If you believe the work carried out by your provider or their contractors is below standard, you have the right to complain and ask for it to be put right. The law says services must be performed to a reasonable standard – if not, you can request a repeat performance or a partial refund. For guidance and a template, see our letter to complain to a trader about poor quality work.
By understanding your rights and knowing where to get help, you can resolve billing problems more effectively and protect yourself from related issues. If your situation doesn’t fit the scenarios above, explore our other templates and advice for further support.
