Question 1

Report illegal content on a social media site or app

Accepted Answer

Social media sites and apps must let you report illegal content easily. If the platform doesn't act, you can complain to it and then tell Ofcom.

Question 2

Complain to your phone or broadband provider

Accepted Answer

Your phone or broadband provider has to deal with your complaint properly. If it hasn't sorted it out after 6 weeks, you can take it to a free, independent complaints scheme.

Question 3

Claim back the delivery charge when you return an online order

Accepted Answer

When you return an online order because you changed your mind, the seller has to refund the standard delivery you paid, not just the price of the item. Many do not, unless you ask. Here is how to get it back.

Question 4

Manage or cancel subscriptions for someone else

Accepted Answer

If you help a relative or friend with their subscriptions and bills, what you can do depends on whether they can still make their own decisions. Here is how to get the right to act, deal with a hard sell and stop payments.

Question 5

Check if a price rise lets you leave a service without a fee

Accepted Answer

When the price of a subscription or contract goes up, you can sometimes leave without paying a fee, and sometimes not. It depends on whether you are tied into a minimum term, and whether the rise was set out when you signed up.

Question 6

Get a refund when you return something you bought online

Accepted Answer

If you change your mind about something you bought online, you have a legal right to your money back, including the standard delivery you paid. Here is what you are owed and how to claim it.

Question 7

Challenge a decision an automated system made about you

Accepted Answer

If a computer made a significant decision about you with no human involvement, you have the right to ask for a human review and to contest it. This guide explains what to do.

Question 8

Cancel a subscription and stop the payments

Accepted Answer

You can cancel a subscription you started online within 14 days. You can also tell your bank to stop the payments, and claim back money taken after you cancel.

Question 9

Challenge a hidden fee at checkout

Accepted Answer

Only optional fees can be added at checkout. A compulsory fee must be included in the price from the start.

Question 10

Find out what data a company holds about you

Accepted Answer

You can ask any organisation for a copy of the personal data it holds about you. It is free, it is called a subject access request and the organisation must reply within 1 month.

Advice