Services and contracts

You have rights when you buy or engage a service but there are no hard and fast rules - every case is different and the solution to a problem with a service will depend on the individual case.

We have information for you on some of the most common questions about services and contracts, including utilities (such as gas and electricity), mobile phones, landlines and broadband. And we have TV services covered too.

You can also get information on contracts, including joining a gym or buying a concert, match or festival ticket.

Generally, you have the right to expect that:

The service you ordered is provided with proper care and attention
The business providing it has the appropriate skills to do the job
Any materials they use in the work are sound and fit for their purpose
Any goods they supply to you as part of the service should be of acceptable quality too

These are your basic rights and they can only be excluded in a consumer transaction when it is fair and reasonable to do so, and only if the exclusion is brought to your attention.

Cancelling a service

How you cancel a service will generally be set out in the terms and conditions of any written contract and you may need to give written notice of cancellation. Certain factors are important when you want to cancel a contract:

Whether it is an ongoing service, for example, a mobile phone contract, or gym membership or a one-off service with a clear beginning and end, for example, a renovations on your home.
Whether you are still in a "cooling off" period during which you may be allowed to cancel

Some services charge cancellation fees. For example, a dentist might charge for appointments cancelled at short notice. And remember, if you made the over the phone, you have an oral contract – so your dentist is within their rights to charge you a cancellation fee.

Some cancellation fees can be considerable, for example, cancellation fees to end a TV or broadband contract early.