Martin Lewis on cancellation rules and what could change

Speaking about everyday frustrations faced by consumers on his Martin Lewis podcast, the Money Saving Expert founder highlighted the stark difference between joining and leaving services such as broadband, subscriptions and utilities.

“I can set up broadband in five minutes,” said one caller. “Yet to cancel, I have to spend an hour waiting on the phone, being passed between teams and pressured to stay.”

He added that sales teams often answer quickly, while cancellation departments can leave customers waiting far longer – something he believes should be addressed by regulation.

“My view has always been quite simple,” Lewis replied. “I should get out of something the same way I got into it.

“If I signed up online, I should be able to cancel online. If I called, I should be able to call.”

The issue is particularly important for vulnerable consumers, including older people and those with mental health challenges, who may struggle with complex or drawn-out cancellation processes.

The good news for consumers is that change could be on the way. Under the Digital Markets, Competition and Consumers Act, companies may soon be required to ensure customers do not have to put more effort into cancelling a subscription than they did to sign up.

The proposed rules would mean:

• Customers can cancel using the same method they signed up with
• Only one contact may be required to end a subscription
• Firms must simplify and streamline exit processes

However, while the law has been passed, the detailed rules needed to enforce it are still being developed.

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The government must introduce secondary legislation before the changes come into force.

Originally expected earlier this year, the timeline has now shifted, with final rules likely to be confirmed later in 2026 following a consultation process.

Until then, Lewis says consumers should remain cautious — and be aware that, for now, cancelling some services may still take far longer than signing up.