Failed to provide solution

[Aakashjagtap]

I raised a complaint about my EE broadband contract being renewed without my informed consent. The Ombudsman decision says upgrades were placed in-store in June/July 2025, engineer work was done, and order confirmations issued — but I never knowingly agreed to extend my contract until July 2027. EE refunded activation charges as goodwill and offered £35 back only if I stayed on a two‑year plan, even though I had left the country. The Ombudsman concluded there was no evidence of mis‑sell, but I strongly disagree. I believe EE failed to clearly explain the changes, leaving me with unfair charges and obligations.

[Chris_B · Accepted solution]

@Aakashjagtap   If this went to the ombudsman you have your answer.  

[Chris_B]

@Aakashjagtap sorry I should have also said as it went the to ombudsman that ruling is final and you’ll not get it overturned.   

[bristolian]

The Ombudsman is not, strictly speaking, the final arbiter in any particular case - but it is the end of the road for what the law calls ADR (Alternative Dispute Resolution)

The option for legal action would remain, and I suspect in this case, that would mean the Small Claims track. I further suspect the Ombudsman ruling would be persuasive, and any litigant should be ready to answer why a ruling doesn't apply - with supporting evidence. If the Ombudsman has specifically stated there's no evidence of mis-selling, this may be a real problem.

You'd also need to quantify any losses.