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UK regulator speeds switching for broadband and energy customers
Ofcom says its One Touch Switch lets consumers contact the new provider only, rather than negotiating with the old one, but contract status and potential exit fees still matter.
Britain’s communications regulator has outlined how consumers can switch providers for broadband, pay TV and energy with less hassle, citing changes meant to make shopping around easier amid cost of living pressures. BBC Business notes that switching can sometimes involve just one call or a few clicks, and that regulators have pushed for simpler processes in recent years.
The article highlights Ofcom action against Virgin Media, which was fined £28m for repeatedly preventing customers from cancelling contracts. Ofcom said it found tactics such as agents hanging up calls and customers being put on hold "for no reason", with millions of customer calls potentially mishandled over a three year period.
For customers switching now, BBC Business points to Ofcom’s One Touch Switch service, launched in 2024. The regulator says consumers only need to contact their new provider rather than negotiate with the old one, and it urges people to check whether they are inside or outside their contract because exit fees could apply.
The piece also describes how bank account switching incentives work in the UK, with banks offering cash to people who move their main current account. It says switching involves providing details to the new bank, choosing a move date, and then having the back end transfer direct debits and standing orders, move balances, redirect incoming payments such as benefits or salaries, and close the old account, with the move taking up to seven days.