Adam Frankel
General Counsel · Technology & AI
15+ years as General Counsel to technology, cloud & AI companies
Letter to complain to a phone company about cashback by Citizens Advice
Open Legal LibraryUpdated 3 Nov 2025
The Citizens Advice template letter to complain to a phone company about cashback helps consumers request promised cashback under a phone contract and warns of further action for breach of contract. It is part of Citizens Advice’s widely trusted library of open, lawyer-vetted letter templates.
Letter to complain to a phone company about cashback
[complainant name]
[complainant street address]
[complainant city and postal code]
[complainant email]
[complainant phone]
[service provider name]
[service provider street address]
[service provider city and postal code]
[letter date]
To whom it may concern,
Account number: [account number]
Re: Mobile Phone Contract
On [contract start date], I entered into a mobile phone contract with you. An essential term of the agreement was that your company would credit me with the following cashback deal:
[[describe cashback deal]]
To date you have not honoured the agreement. I am now giving you [number of days] days to provide the cashback as agreed. If the cashback is not provided I will consider you in breach of contract and may take further action.
Yours faithfully,
[complainant name]
About this template
What is this template?
This is a formal letter of complaint for a consumer dispute involving a mobile phone contract. It contains a specific demand for a cashback credit and a time-limited warning of potential breach of contract action. It is not a court filing or a formal letter before action required by a specific pre-action protocol.
When should you use it?
Use this letter when a phone company fails to provide a cashback incentive after the contract has started and informal queries have failed. Use a formal Letter Before Claim if you have already sent this notice and are now ready to issue proceedings in a UK court.
What's inside
| Clause | Name | What it does |
|---|---|---|
| Mobile Phone Contract | Notice of Cashback Deal | Specifies the details of the cashback agreement and the date the mobile phone contract was originally entered. |
| To date you have not honoured the agreement | Breach of Agreement | Formally declares that the service provider has failed to provide the agreed cashback credit. |
| number of days | Deadline for Action | Establishes a fixed period for the provider to resolve the issue before the complainant considers further action. |
Who it's for
- a consumer whose mobile phone provider has failed to apply a promised credit or cashback deal to their account
- a customer seeking to establish a formal record of a contract breach before initiating a legal claim
- an individual notifying a provider of a deadline to rectify a missing financial incentive
How long it runs and how it's signed
How long
Used once
Signed by
complainant name
Witness
Not required
Notarisation
Not required
England & Wales note
This version is drafted for England & Wales. Scotland and Northern Ireland differ on some points — for example notice periods and tribunal procedure. Tell GitLaw where you hire and it adjusts the draft.
Jurisdiction
England & Wales
Document info
HTML document. Document created on Fri Sep 26th, 2025. Last updated on Mon Nov 3rd, 2025.
This document is public
Licensed under Proprietary / All Rights Reserved.
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