Television - Transfer of responsibility issue

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If you’re planning to change the name on your account, you should always check to see whether your service provider will consider you as having signed up to a new contract.

If they say that you will count as having signed up to a new contract as part of the name change, you’ll typically refresh the duration of your contract and will have to pay to the end of the minimum term or pay an Early Termination of Contract fee if you decide to cancel.

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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