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Mobile Phone Locked to a Network
Since 17 December 2021, mobile companies in the UK have been banned from selling locked handsets, so phones bought from them since then should work with any network. Ofcom said unlocking had been complicated and could cost around £10.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
The Rules
The Ban
From 17 December 2021 mobile companies have been banned from selling locked handsets. Ofcom said unlocking had been complicated for customers and could cost around £10. source
Switching
Free Dispute Resolution
If your complaint is not resolved, you can use a free alternative dispute resolution (ADR) scheme once six weeks have passed since your initial complaint, or earlier if you receive a deadlock letter. The two schemes are the Communications and Internet Services Adjudication Scheme (CISAS) and the Communications Ombudsman. All providers must belong to one. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 17 Dec 2021Ban on selling locked handsetsApplies to mobile companies
Steps to Take
Step 1 of 5
Check when and where you bought the phone.
Step 2 of 5
If bought from a mobile company after 17 December 2021, ask it to fix the lock.
Step 3 of 5
For older phones, ask your network how to unlock.
Step 4 of 5
Complain in writing if refused. Our free letter templates can write it for you.
Step 5 of 5
After 6 weeks, use the provider's ADR scheme.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
Your Provider's Complaints Team
Always start here, in writing, and keep a copy.
CISAS or the Communications Ombudsman (ADR)
Six weeks after your complaint, or when you receive a deadlock letter. Free for you. Your provider will say which scheme it belongs to.
Good to Know
Small things that make your complaint stronger.
Phones bought from other retailers may have been locked before sale; check before you buy second-hand.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 13 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- ofcom.org.uk/phones-and-broadband/mobile-phones/mobile-companies-now-banned-from-selling-locked-handsets Checked 13 October 2026
- ofcom.org.uk/complaints/complain-about-phones-or-internet-services/contracts Checked 12 October 2026