Not upheld: unfair account disconnection/contract termination complaint against Tesco Mobile Limited
Financial Ombudsman decision DRN-6311847 of 2026-06-02T00:00:00+00:00. unfair account disconnection/contract termination complaint against Tesco Mobile Limited. Outcome: Not upheld.
Decision detail
| Reference | DRN-6311847 |
|---|---|
| Decision date | 2026-06-02T00:00:00+00:00 |
| Firm | Tesco Mobile Limited |
| Product | mobile phone service |
| Claim type | unfair account disconnection/contract termination |
| Outcome | Not upheld |
| Remedy | None ordered. Tesco Mobile had already offered to waive £75.74 as a goodwill gesture. |
Summary
Mr B complained that Tesco Mobile unfairly disconnected his mobile phone account after he missed a payment in July 2025. Although Mr B claimed the Tesco Mobile app made it appear his payments were up to date, the ombudsman found that Tesco Mobile issued clear monthly invoices detailing the arrears, sent text messages about the missed payment, and restricted outbound calls on 19 August 2025. The ombudsman concluded that Tesco Mobile provided sufficient information and acted within its contractual rights to terminate the agreement for non-payment. The complaint was not upheld.
The Ombudsman's reasoning
The ombudsman found that Tesco Mobile issued clear monthly invoices detailing the arrears and what payments were due, sent text messages prompting Mr B to check his account, and that the full details were available in the invoices rather than just the summary app view. The restriction of outbound calls from 19 August 2025 should have alerted Mr B to an account issue. The service agreement terms clearly permitted termination for non-payment. Therefore, Tesco Mobile did not mislead Mr B or act unfairly.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| Tesco Mobile Limited, all decisions | 37 | 30% |
Source
Read the original decision on the Financial Ombudsman Service website