Television - Cancellation charge issue

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The terms of your contract are binding on both you and your provider. This means that if you think your provider is in breach of the contract (for example, if they’re charging you for things that weren't agreed in the contract), you should be allowed to leave your contract without a penalty.

According to the Consumer Rights Act, any information given to you that you take into account when making a decision about entering into a contract is to be considered a binding part of the contract. If you discover that you’ve been misled or badly informed, you have the right to demand that the mistake be rectified, or, where this isn’t possible, you have the right to end the contract or demand a reduction in price.

You should always be properly informed about any costs and charges involved in your contract.

If you cannot resolve your issue you cannot raise your case to the Ombudsman until 8 weeks after you have first raised your complaint with your supplier, or you have received a ‘letter of deadlock’ from the company stating that they cannot resolve the issue as you have asked. Your complaint must also not be older than 9 months. For an accurate decision by the Ombudsman you should provide a detailed file of your communications and supporting documentation. In addition make sure you explain what you want as an outcome as this will help assess your case.

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