Free broadband or mobile contract cancellation letter template

Who this letter is for

Cancel a broadband, mobile or TV contract and challenge exit fees. It is written in the formal register companies, landlords and card issuers expect, and it records the facts, the remedy sought and the deadline in a way that supports any later escalation to an ombudsman or the courts.

How to use this template

1. 1Check the date you were told about any price rise or contract change.
2. 2Download the template and pick the ground that applies to you.
3. 3Ask for written confirmation that no early termination charge applies.
4. 4Request a prepaid label for returning any equipment.
5. 5Cancel the direct debit only once the final bill is settled.

What to include before you send it

• If you are leaving after a price rise, say so and quote the notification date.
• Ask for a final bill and written confirmation that no exit fee applies.
• Cancel the direct debit only after the final bill is settled, to protect your credit file.

The rights you are relying on

Ofcom General Conditions on contract changes and the right to exit penalty-free after a detrimental change, plus the Consumer Rights Act 2015 on services and the Consumer Contracts Regulations 2013 cooling-off period.

The letter template

[Your name]
[Service address]
[Email address] · [Phone number]
Account number: [ACCOUNT NO]
[Date]

Customer Services
[Provider name]
[Address]

Re: Notice of cancellation — account [ACCOUNT NO]

Dear Sir or Madam,

I am writing to cancel my [broadband / mobile / TV] service on the above account with effect from [DATE].

[Choose and complete:
- I am cancelling within the 14-day cooling-off period, which began on [DATE];
- You notified me on [DATE] of a change to [price / terms] that is to my detriment. I am therefore exercising my right to exit the contract without an early termination charge;
- The service has repeatedly failed to meet the speed or reliability you committed to. I reported faults on [DATES] and they remain unresolved, so the service has not been supplied with reasonable care and skill;
- My minimum term ended on [DATE] and I am giving the required 30 days' notice.]

Please confirm in writing within 14 days:

1. The cancellation date and that no early termination charge applies.
2. A final bill, including a refund of [AMOUNT] for service paid for but not supplied.
3. That any equipment return is arranged at your cost, with a prepaid label.

Please do not take any further payment beyond the confirmed final bill. If an exit fee is applied incorrectly, I will complain formally and refer the matter to [Ombudsman Services: Communications / CISAS] after eight weeks.

Yours faithfully,

[Your name]

Frequently asked questions

Can I leave my broadband contract after a price rise?

If the provider makes a change to your detriment that was not clearly set out when you signed up, Ofcom rules give you a window to exit without an early termination charge.

What if they charge an exit fee anyway?

Complain in writing, ask for a deadlock letter, and refer the dispute free to Ombudsman Services: Communications or CISAS after eight weeks.

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