Guides › Broadband, Phone and Mobile Contracts › My Provider Changed My Contract: Can I Leave?
My Provider Changed My Contract: Can I Leave?
Phone and broadband providers can change contract terms, but they must give you at least one month's notice, and you have the right to leave without penalty if the change does not benefit you. You cannot leave over changes that only benefit you, are purely administrative or are imposed by law, such as a VAT change.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Changes to Your Contract
Changes to Your Terms
Providers can change contract terms, but they must give at least one month's notice, and you have the right to leave without penalty if the change does not benefit you. You cannot leave over changes that only benefit you, are purely administrative or are imposed by law, such as a VAT change. source
Rises That Were Not Made Clear
If a scheduled price rise was not made clear when you signed, you can leave without penalty. If you think a rise was not shown clearly, complain to your provider. source
Rises Your Contract Does Not Allow
If your contract does not say how much the price can rise, or the rise is bigger than the contract allows, your provider must give you at least 30 days' notice before it takes effect. You then have 30 days to leave without exit fees, either to a new contract with the same provider or by switching. source
If Your Provider Says No
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.
- 1 monthNotice of other contract changes that do not benefit youAt least one month, with a right to leave without penalty
- 30 daysNotice before a price rise that was not clear in your contractAt least 30 days before it takes effect
- 30 daysLeave without exit fees after a price rise noticeWithin 30 days of that notice
- 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 4
Read the notice of the change and note the date you received it.
Step 2 of 4
Decide whether the change benefits you. If not, tell your provider in writing that you want to leave without penalty. Our free letter templates can write it for you.
Step 3 of 4
Act quickly, before the change takes effect.
Step 4 of 4
If the provider refuses, complain. After six weeks, or with a deadlock letter, use its free 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.
Ofcom's Monitoring Form
To report a problem. Ofcom does not investigate individual complaints, but reports can inform its action against companies.
Good to Know
Small things that make your complaint stronger.
Price rises have their own rules: see our page on phone and broadband price rises.
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: 12 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/complaints/complain-about-phones-or-internet-services/contracts Checked 12 October 2026
- ofcom.org.uk/phones-and-broadband/saving-money/telecoms-price-rises-what-are-your-rights Checked 12 October 2026