• Discount for life

    Case Studies

    The customer bought a phone plan online which included a “discount for life” in the order summary.

  • Ts & Cs in the 2020’s

    Case Studies
    A customer claimed that the phone provider had misled her, breached its contractual obligations and was being unreasonable.

  • Disconnected but still charged - upheld

    Decisions
    Jurisdiction 

    This is essentially a billing dispute.

  • Change of plan

    Case Studies
    A customer brought a complaint to TDR about a price increase during his 12-month contract.

  • Purchase of new phone - partially upheld

    Decisions
    Jurisdiction

    This dispute essentially is about customer service.

  • Vulnerable consumer application

    Case Studies
    Following the removal of copper services in his area, James' family wanted him to be classified as a vulnerable consumer and to be given a similar landline phone so he could contact 111 in an emergency.

  • Form over function – move from paper to online portal

    Case Studies
    A landline customer no longer received physical bills via the mail and now had to login to an online system to access her information.

  • Problems with family plan

    Case Studies
    TDR was contacted by a customer who had experienced two separate issues throughout the year.

  • Hotspotting – not upheld

    Decisions
    Jurisdiction

    The customer raised a number of issues in his complaint.

  • Terms and Conditions

    Guides

    The relationship between a scheme member and its customers is primarily contractual, with the rights and obligations of both parties set out in the