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Citizens Advice says "the true cost of mobile phones and services are rarely made clear to consumers"

17 May 2018

Citizens Advice has responded to Ofcom's mobile price trends report. 

Gillian Guy, Chief Executive of Citizens Advice, said:

"Ofcom has confirmed a wider issue: the true cost of mobile phones and services are rarely made clear to consumers.

“Last year we revealed that some of the biggest network providers continue to charge consumers for their phones, even after they have been paid off. Hopefully this further insight from Ofcom will urge providers to take action and end this practice.

“Mobile phone providers need to act honestly and make sure costs are transparent and upfront for consumers.”

Notes to editors

  1. The Citizens Advice service comprises a network of local Citizens Advice, all of which are independent charities, the Citizens Advice consumer service and national charity Citizens Advice. Together we help people resolve their money, legal and other problems by providing information and advice and by influencing policymakers. For more see the Citizens Advice website.
  2. The advice provided by the Citizens Advice service is free, independent, confidential and impartial, and available to everyone regardless of race, gender, disability, sexual orientation, religion, age or nationality.
  3. To get advice online or find your local Citizens Advice in England and Wales, visit
  4. You can get consumer advice from the Citizens Advice consumer service on 03454 04 05 06 or 03454 04 05 05 for Welsh language speakers.
  5. Local Citizens Advice in England and Wales advised 2.5 million clients on 6.2 million problems in 2014/15. For full service statistics see our publication Advice trends.
  6. Citizens Advice service staff are supported by more than 21,000 trained volunteers, working at over 2,500 service outlets across England and Wales.
UAT (Release)