Missing contract summary

Use the evidence, not assumptions

Missing contract summary

Challenge a provider that cannot show the contract summary and pre-contract information supplied before you agreed.

Replace every item in square brackets with your own facts. Delete optional wording that does not apply. Keep the letter focused on what the provider needs to answer.

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Subject: Missing pre-contract information / contract summary: [reference]

Dear [provider / complaints team],

You rely on a telecom contract said to have been agreed on [date]. I cannot locate the contract summary or detailed contract information that should relate to that transaction.

Please provide:
1. the one-page contract summary (or bundled-service summary) for my specific transaction;
2. the detailed contract information supplied before I became bound;
3. the date/time and method by which each was supplied; and
4. the record showing my consent after receipt of the contract summary.

The disputed term/charge is: [identify it].

Please do not answer by linking only to current generic website terms. I need the transaction-specific documents/version that you say formed part of my agreement on [date].

If you cannot produce them, please explain what evidence you rely on to establish that the disputed term was supplied before agreement.

Requested outcome: [state remedy].

Yours faithfully,
[Name]

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Related telecom guidance

Telecoms & BroadbandFind the guide that matches the underlying dispute.Evidence indexGive each supporting record a stable reference.Complaint chronologyPut the transaction and complaint in date order.