- Mis-selling includes being sold a speed you cannot realistically get, undisclosed costs, or a misrepresented contract length or terms.
- Evidence such as the original sales information, advertised claims and your speed results supports a mis-selling complaint.
- Remedies can include correction, compensation, and in some cases release from the contract.
- If the provider does not resolve it, escalate to the ombudsman after six weeks or at deadlock.
Mis-selling is when the deal you were sold is materially different from the one you received, a speed that never materialises, costs that were never mentioned, or terms that turn out not to match what you were told. It is a recognised basis for complaint with real remedies. Knowing what counts, and how to evidence it, lets you hold a provider to what it actually promised.
What counts as mis-selling
Common forms include being promised a speed your line cannot realistically deliver, being signed up without clear disclosure of upfront or ongoing costs, or being misled about the contract length, the price after any introductory period, or what the package includes. The common thread is a gap between what you were led to believe and what was true, on a point that mattered to your decision.
The evidence to gather
Mis-selling complaints turn on what you were told versus what you got. Gather the original sales information, order confirmation and any advertised claims you relied on, along with evidence of the reality, your actual speed results, the costs that appeared, or the true contract terms. If a verbal promise was made, note when and by whom, and any call reference. The contrast between the two is your case.
How to complain
Raise a formal complaint with the provider, setting out clearly what you were sold, how it differed from what you received, and the remedy you want. Reference your evidence. Keep it factual and specific. Put it in writing so there is a record, and note the date, which starts your escalation clock.
Mis-selling complaint process
| Step | Action |
|---|---|
| 1 | Identify the gap between what was sold and delivered |
| 2 | Gather sales information, claims and evidence of reality |
| 3 | Complain in writing, stating the remedy you want |
| 4 | Escalate to ADR after six weeks or at deadlock |
Remedies available
Depending on the case, remedies can include correcting the issue, compensation for what you have lost or suffered, and in some circumstances release from the contract, for instance where a speed guarantee is unmet or you were materially misled. If the provider does not put it right, the ombudsman can consider the complaint after six weeks or at deadlock and order a remedy. Your evidence of what you were sold is what makes the claim succeed.
Frequently asked questions
What is broadband mis-selling?
It is when the broadband deal you were sold is materially different from what you received, such as a speed you cannot realistically get, undisclosed upfront or ongoing costs, or a misrepresented contract length, price or package. The key is a gap on a point that mattered to your decision.
What counts as being mis-sold broadband?
Being promised a speed your line cannot deliver, being signed up without clear disclosure of costs, or being misled about the contract length, the price after an introductory period, or what is included. Anything where what you were led to believe differs materially from the truth.
How do I complain about being mis-sold broadband?
Raise a formal complaint in writing, setting out what you were sold, how it differed from what you received, and the remedy you want, supported by your evidence. Note the date, as it starts your escalation clock, and escalate to the ombudsman if it is not resolved.
What compensation can I get for broadband mis-selling?
Depending on the case, remedies can include correcting the issue, compensation for losses or inconvenience, and in some circumstances release from the contract. If the provider does not put it right, the ombudsman can order a remedy after six weeks or at deadlock.
Can I exit my broadband contract if I was mis-sold?
In some circumstances, yes, for example where a speed guarantee is unmet or you were materially misled about the terms. Set out the basis in your complaint and the remedy you seek. If the provider refuses and the case is strong, the ombudsman can consider ordering release.
