“Falls short of expectations and won’t do enough to protect consumers” – Which? response to the Department of Culture, Media and Sport announcement on mobile liability cap

Which? executive director, Richard Lloyd, said:

“This long overdue cap proposed by mobile operators falls short of expectations and won’t do enough to protect consumers facing unfair bills run up by criminals when their phone is lost or stolen.

“This is yet another example of why consumers are fast losing trust in mobile operators, with people already overpaying by billions of pounds for mobile phone contracts that just don’t suit their needs.”


Which? wants mobile phone network operators to protect their customers by:

  • Not charging consumers anything if mobiles phones are reported as lost or stolen within 48 hours;
  • Making it easier for consumers to report a loss or theft; and
  • Agreeing and implementing an industry-wide plan to protect consumers from shock bills.

This call follows Which?’s campaign to Unlock Better Mobile Deals as our research in January found mobile customers are collectively losing out on £5.42 billion per year.​

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