Terms and Conditions - should a company provide them if asked?

DamePeggy

Updated with reply from Citizen's advice:

What responsibilities do companies have to keep copies of the Ts&Cs of contracts for their customers? Are they required to keep a copy and are they obliged to provide a copy if customers request them?

I’m asking as Orange have told me (and CISAS the 'independent' arbitration service) that they don’t hold the wording of terms and conditions, but just keep a record of which version is applicable.

I asked for a copy and Orange pointed me to their site, to a different set of Ts&Cs.

Answer:

I've had a reply from the Citizens Advice about this now, who say that in a strict, legal sense, companies are only obliged to provide a set of Ts&Cs when the contract is taken out. If a period of time has passed since it was taken out, then they're under no obligation to provide you with another copy.

DamePeggy

Anyone got any idea about this? Thanks.

grumbler

How do you know that the set of T&C that you were pointed to was "different"?

Earthworm

Terms can change and you should be normally notified of the changes but networks now generally put access to their terms up on their website... I think they also include old terms that used to apply for specific services/prices. If you want the paper copy just print it out.

chanz4

grumbler wrote: »

How do you know that the set of T&C that you were pointed to was "different"?

he's guessing

DamePeggy

grumbler wrote: »

How do you know that the set of T&C that you were pointed to was "different"?

It's a long story you can read about it at the link below. I didn't to bore everone with it when I just wanted the answer to a specific question. Thanks anyway.

https://forums.moneysavingexpert.com/discussion/4517039

DamePeggy

For anyone who is interested, I've had a reply from the Citizens Advice about this now, who say that in a strict, legal sense, companies are only obliged to provide a set of Ts&Cs when the contract is taken out. If a period of time has passed since it was taken out, then they're under no obligation to provide you with another copy.

DamePeggy

Earthworm wrote: »

Terms can change and you should be normally notified of the changes but networks now generally put access to their terms up on their website... I think they also include old terms that used to apply for specific services/prices. If you want the paper copy just print it out.

Thanks - that's would you'd hope, but that didn't apply in my case. Orange changed the Ts&Cs on their site and call centre staff scripts, but didn't tell anyone. Then when challenged just said that the new wording didn't apply. I just wanted to know if they were obliged to keep the old versions.