Letter to complain about a phone, TV or internet bill by Citizens Advice
Updated 3 November 2025
The Citizens Advice template letter to complain about a phone, TV, or internet bill helps consumers challenge incorrect charges and request a corrected statement. It is part of Citizens Advice’s widely trusted library of open, lawyer-vetted letter templates.
Letter to complain about a phone, TV or internet bill
[complainant name]
[complainant address line 1]
[complainant address line 2]
[complainant email]
[complainant phone]
[provider name]
[provider address line 1]
[provider address line 2]
[letter date]
Account number: [account number]
Reference number: [reference number]
To whom it may concern,
Re: Complaint against [provider name]
[describe the bill complaint]
I enclose [proof of payment for undisputed bill]
Send me a revised bill and explain why I have been charged extra in this way.
I understand you have 8 weeks to resolve my complaint before I can go to the telecommunications ombudsman. If we haven’t agreed a resolution about my complaint before the 8 weeks have lapsed, I will request a deadlock letter from you and take my complaint to a telecommunications ombudsman.
I first contacted you about this on [date of first contact]. This was by [mode of contact]. I have calculated that the 8 weeks will have lapsed on [date of 8 weeks after first contact].
Yours faithfully,
[complainant name]
About this template
What is this template?
Letter to complain about a phone, TV or internet bill by Citizens Advice is a free, ready-to-use Consumer law template you can open, customize, and download on GitLaw. It gives you a professionally structured starting point, so you never have to draft from a blank page. The wording is plain and modern, organized into clear sections that are easy to read, edit, and adapt to your own situation before you share or sign it.
When should you use it?
Reach for this Consumer law template whenever you need a reliable agreement quickly and want to be sure the essentials are covered. It suits individuals, freelancers, startups, and established businesses alike. Instead of paying for a document drafted from scratch, you can start here, tailor the details to your arrangement, and have a polished draft ready in minutes. This version is drafted with England & Wales in mind, though you should always review the final wording against the laws that apply to you.
What's typically included?
A well-drafted Consumer law usually sets out the parties involved, the scope of the agreement, and each side's rights and responsibilities. Expect sections covering key terms and definitions, how long the agreement lasts, how it can be ended, and what happens if something goes wrong. This template brings those building blocks together in a sensible order, so you can focus on the specifics rather than worrying about what to include. Open it to read the full document, then sign up to edit, negotiate, and e-sign it directly in GitLaw.