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Huge Phone Bill After My Phone Was Lost or Stolen
Tell your provider as soon as possible, ideally within 24 hours, so it can bar the SIM and block the phone. You may be liable for charges until you report it, but Ofcom says EE, O2, Three, Virgin Mobile and Vodafone limit what you pay for unauthorised use to £100 if you report it within 24 hours.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Reporting It
Tell Your Provider
Contact your provider as soon as possible, ideally within 24 hours. It can bar your SIM and block your IMEI, a unique 15-digit number (dial *#06# to find it). You may be liable for all charges run up until you report it. source
The £100 Limit
For Three, Virgin Mobile, Vodafone, EE and O2, if reported within 24 hours you should pay a maximum of £100 for unauthorised use beyond your allowance. Vodafone: up to £500 if reported within five days. source
After Reporting
Insurance
Some mobile insurance policies cover unauthorised use, so check your policy and tell your insurer as soon as possible. You can also register your phone with Immobilise. source
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.
- 24 hoursReport a lost or stolen phoneTo get the £100 limit at the big networks
- 6 weeksWait before going to a free ADR schemeSix weeks from your complaint, or earlier with a deadlock letter
Steps to Take
Step 1 of 5
Call your provider straight away from another phone and ask it to bar the SIM and block the IMEI.
Step 2 of 5
Note the time you reported it and the reference number.
Step 3 of 5
Report a theft to the police, and tell your insurer if you have insurance.
Step 4 of 5
If you are billed more than the limit for use after the theft, complain to your provider. Our free letter templates can write it for you.
Step 5 of 5
If not sorted in 6 weeks, go to its 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.
Write down your IMEI number now (dial *#06#), so you have it if the phone goes missing.
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/lost-or-stolen-phone Checked 13 October 2026
- ofcom.org.uk/complaints/complain-about-phones-or-internet-services/contracts Checked 12 October 2026