Problems with a phone purchase, contract, theft or damage follow different routes. Start by identifying what went wrong and who is responsible: the seller, mobile provider, finance company, insurer, repairer or police. Sending the same complaint to every organisation usually slows the result.
| Your problem | Start with |
|---|---|
| A phone from a trader is faulty or not as described | UK Consumer Rights for Phone Buyers |
| You bought online and want to cancel or return it | Consumer Rights for Online Phone Purchases |
| The phone was refurbished, used or sold privately | Consumer Rights for Second-Hand Phones |
| The seller, provider or finance company has not resolved a problem | How to Complain About a Phone Purchase |
| You want to reduce theft, account or physical-damage risk | Phone Security and Protection |
| The phone is already lost or stolen | Reporting and Recovery |
Identify the contract before relying on a right
A single checkout can create several relationships: a handset sale, an airtime contract, device finance, insurance and a trade-in. A remedy against the handset seller does not automatically cancel every connected agreement. Keep each document and ask the organisation to state which agreement it is dealing with.
Preserve evidence early
- Save the advert, product page, condition description and promised contents.
- Keep the order confirmation, invoice, payment evidence and delivery record.
- Record the serial number or IMEI privately.
- Photograph visible damage and write down when the fault first appeared.
- Keep complaint reference numbers and copies of every response.
Do not rely on a commercial warranty as the only route. A warranty, statutory consumer rights, insurance and a paid repair are separate mechanisms with different responsibilities and exclusions.
Sources checked
Information checked on 26 July 2026. This is general UK guidance, not legal, tax or security advice. Terms, complaint routes and platform features can change, so confirm the current wording before acting.
