Hihi Misselling: CISAS, Your Rights & How to Complain

If You Believe You Were Mis-Sold by Hihi, You Are Not Alone

The 1-star reviews on uk.trustpilot.com/review/hihi.co.uk contain a remarkably consistent pattern of misselling complaints. Customers describe signing what they thought was a standard business phone deal and later discovering a 7-year finance lease with payments stacking far above what was quoted. Some describe signatures on contracts that they insist are not theirs.

We are Compare The Networks, an independent, OFCOM-regulated business telecoms comparison service. We have been helping UK businesses compare mobile, VoIP and broadband since 2008. We are not affiliated with Hihi, 4Com or Campfire. This article explains what misselling looks like in UK business telecoms, how the CISAS route works, and the single most important rule: keep everything in writing, and never accept a verbal resolution over the phone.

What Counts as Misselling?

Misselling in UK business telecoms typically falls into these categories. Each one appears repeatedly in Hihi 1-star reviews.

1. Contract Length Misrepresentation

Customers describe being told the term was shorter than the finance lease they actually signed. Seven years is very different from the 36 months they thought they were agreeing to. If the full length of the lease was not clearly disclosed at the point of sale, that is a misselling complaint. See our Hihi 7-year lease article.

2. Price Misrepresentation

The monthly figure the salesperson quoted is not the monthly figure on the bill once handset lease, line rental, service fees, call charges and add-ons are stacked. Trustpilot reviewers describe paying "almost 10 times the monthly price quoted."

3. Undisclosed Finance Agreement

Customers report not being told clearly that a third-party finance company (Propel or BNP Paribas Leasing Solutions are named on Trustpilot) holds the hardware lease separately from Hihi. The legal implications of that structure — non-cancellable rentals, separate legal entity — were not explained.

4. False or Exaggerated Claims About the Product

Some reviewers describe features that did not work as demonstrated, systems that were unreliable, or claims about integrations that turned out to be inaccurate.

5. Pressure to Sign Without Review

Customers describe same-day signing, salespeople pushing DocuSign during a visit, and no real opportunity to take the paperwork away and read it. See our Hihi sales tactics article.

6. No Cooling-Off Disclosure

Customers try to cancel within a day or two and are told business contracts do not carry a 14-day cooling-off period. Legally correct — but the point-of-sale disclosure is what matters for misselling. See Hihi no cooling-off period.

7. Promises That Did Not Survive Signing

Verbal promises — discounts, free months, feature upgrades, exit-fee coverage — that were never written into the contract.

8. Forged or Disputed Signatures

Some reviewers allege their signature on a contract or variation is not theirs, or that documents they did not see were added to a bundle. This is a serious allegation that, if provable, can make a contract unenforceable. More on this below.

The Forged Signature Allegation — A Serious Issue

Multiple 1-star Trustpilot reviewers of Hihi, 4Com and related entities allege that signatures on contracts do not match what they signed, or that contract documents were produced with signatures the customer says are not theirs. We are not accusing any individual or company of forgery — we report what reviewers publicly state. But if you believe this applies to your contract, take it seriously.

Steps If You Suspect a Forged Signature

Request all signed documents in writing. Ask Hihi, 4Com and the finance company for every signed contract, variation, upgrade and authorisation bearing your signature.
Compare them. Look at signatures side by side. Do they match a genuine signature of yours? Are the dates consistent with your diary?
Do not accept verbal explanations. If the company calls to "clarify," say: "Please email me a full explanation and copies of all signed documents."
Get legal advice. Forged signatures on commercial contracts are a serious matter. A solicitor can advise on contract law, potentially fraud, and the civil remedies available.
Preserve evidence. Do not sign anything further. Take screenshots. Save emails. Keep originals.

A contract you genuinely did not sign is not binding on you. The forensic question is proving that — which is where written evidence and expert analysis matter.

Why Business Contracts Have Fewer Protections

The Consumer Contracts Regulations 2013 give consumers a 14-day cooling-off period on distance contracts. That law does not apply to business-to-business contracts. A sole trader, micro-business or freelancer signing a Hihi deal is treated as a business for these purposes.

The protection businesses do have is misrepresentation law (Misrepresentation Act 1967 and common law). If you were induced to sign a contract by a false or misleading statement, the contract can be challenged. That is the basis of most telecoms misselling claims.

The other lever is sector-specific regulation. Because Hihi provides telecoms services, it falls under Ofcom's general conditions and the CISAS adjudication scheme is available to small businesses.

The CISAS Route — The Most Important Part of This Article

CISAS (Communications and Internet Services Adjudication Scheme) is the independent adjudicator for UK telecoms disputes. It is free for consumers and small businesses. The adjudicator reviews evidence and makes a binding decision.

Step 1: Complain to the Provider in Writing

You cannot go to CISAS first. Email the complaints address — do not phone. Be factual, specific and numbered.

Step 2: Wait for Resolution or 8 Weeks

Either the provider resolves the complaint, issues a deadlock letter, or 8 weeks pass.

Step 3: Submit to CISAS

Go to cisas.org.uk and file your claim with your evidence bundle (complaint, provider's response, contracts, quotes, emails, bills).

Step 4: CISAS Decision

If CISAS rules in your favour, it can order contract cancellation, refunds, amended bills or other remedies. The decision is binding on the provider.

A Note on the Finance Lease

CISAS covers the telecoms service. The finance lease itself sits with the finance company — a different legal entity. However, CISAS adjudicators can consider the whole sale. If the sale was misleading, remedies can include requiring the reseller to settle the finance lease as part of a resolution. Take legal advice for complex cases.

Critical Rule: Keep Everything in Writing

This is the single most important rule in any telecoms dispute. It is the rule that separates disputes that succeed from disputes that fail.

Why Written Evidence Wins

CISAS adjudicators read the evidence. Written evidence — emails, letters, formal responses — carries far more weight than your recollection of a phone call. If you accept a resolution verbally and the company later disputes what was agreed, you have no proof.

What to Do When Someone Calls You About Your Complaint

Providers often try to resolve complaints over the phone. It is faster and quieter than a paper trail. You are under no obligation to accept a verbal conversation.

If Hihi, 4Com or the finance company calls about your complaint, say: "Please put that in writing and email it to me. I want to review it properly before responding."

Any legitimate company will respect this request. If they refuse, that refusal is itself evidence for CISAS.

Practical Checklist

Submit every complaint in writing (email is fine)
Ask for every response in writing
Ask for any proposed resolution in writing before agreeing
Keep every email, letter and document
If you have to make a phone call, follow it up with an email summarising what was said
Date-stamp everything

What Evidence To Gather

If you think you have been mis-sold by Hihi, start building the file now.

Contract documents:

Every signed contract (service, lease, variations)
Quotes, proposals or emails received before signing
Terms and conditions referenced in the contract

Communications:

All emails to and from the sales team
Any letters received
Text messages if relevant
Dated notes on phone calls

Sales call or visit recording/notes:

Request any call recordings from Hihi/4Com in writing (personal data under GDPR)

Bills and billing history:

Every invoice since the contract began
Lease statements from the finance company
Any letters about charges or price rises

Service issues:

Dates of outages
Screenshots of service status
Impact on business (lost calls, lost revenue — quantify where possible)

Writing the Misselling Complaint

A good misselling complaint has three parts:

1. What You Were Told

State clearly what you understood the deal to be at the point of sale. Quote emails or proposals if you have them. Reference the sales meeting date.

2. What the Contract Actually Says

State the actual terms — length, price, features, finance lease. Reference specific clauses.

3. Why You Believe This Is Misselling

Explain the gap. Be factual. Avoid emotive language. Adjudicators want evidence, not outrage.

Example Opening

"I signed a business phone contract with Hihi on [date], supplied via [4Com / other reseller]. During the sales meeting on [date], the sales representative told me the contract was [length] and the monthly cost was [£X]. The documents I have since received show the contract includes a [length]-month equipment finance lease with [Propel / BNP Paribas] at [£Y] per month, plus a [length]-month service agreement at [£Z] per month, for a total monthly commitment of [£X]. I was not made aware of the full term, the finance structure, or the total contract value. I believe this is misrepresentation and I am formally complaining under Hihi's complaints procedure. I request [outcome: cancellation, refund, etc]. Please respond in writing to this email address."

Reporting to Ofcom

Ofcom does not resolve individual disputes, but it monitors industry patterns. File a report at ofcom.org.uk. It contributes to wider monitoring even if it does not resolve your specific case. If enough patterns emerge, Ofcom has intervention powers.

What If You Just Want to Leave?

Not everyone wants to spend six months on CISAS proceedings. Some customers want to leave and start again. If that is you:

Read our Leave Hihi guide
Understand the early termination fees
Compare what a proper VoIP alternative costs: Business VoIP, VoIP quote

If the exit cost is less than the savings from switching, leaving early can make financial sense.

Frequently Asked Questions

Has Hihi been mis-selling contracts?

1-star reviews on uk.trustpilot.com/review/hihi.co.uk describe a consistent pattern of complaints about the 7-year lease not being clearly disclosed, misleading pricing, and signatures customers dispute. We report what reviewers publicly state. You can read them yourself.

Can I cancel my Hihi contract if I was mis-sold?

Potentially. Complain to Hihi (and the reseller) in writing first. If unresolved within 8 weeks or you get a deadlock letter, escalate to CISAS. The adjudicator can order cancellation if they find misselling. Keep everything in writing, and never accept verbal resolutions.

What about the finance lease — can that be cancelled too?

The finance lease sits with a separate legal entity (Propel or BNP Paribas). CISAS primarily covers the telecoms service, but if the sale was misleading, remedies can include requiring the reseller to settle the finance side. Legal advice is sensible for high-value cases.

What do I do if I believe my signature was forged?

Request all signed documents in writing. Compare signatures. Get legal advice — forged signatures on commercial contracts are a serious matter and a genuinely forged contract is not binding on you.

Is going to CISAS free?

Yes — CISAS is free for consumers and small businesses. Check cisas.org.uk for current eligibility and any financial limits on awards.

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About this article. Claims reported here are attributed to public reviews on Trustpilot and similar platforms. They represent the opinions of the reviewers cited, not statements of fact by Compare The Networks. Brands named may dispute these claims. If you are a brand representative who believes any content requires correction, please contact us.

Hihi Misselling: CISAS, Your Rights & How to Complain (2026)