Hosted.co.uk Misselling: What UK Businesses Need to Know

If You Believe You Were Mis-Sold by Hosted.co.uk, You Are Not Alone

The 1-star reviews on uk.trustpilot.com/review/hosted.co.uk include a consistent set of complaints that, taken together, paint a picture many business owners will recognise: sales calls where critical information was not clearly communicated, contract terms that differed from what was discussed, and promises that did not survive the first bill.

We are Compare The Networks, an independent, OFCOM-regulated business telecoms comparison service. We have been helping UK businesses compare mobile, VoIP and broadband deals since 2008. We are not affiliated with Hosted.co.uk. This article explains what misselling looks like in UK business telecoms, how the CISAS complaint route works, and the critical rule that applies to every dispute: keep everything in writing, and never accept a verbal resolution over the phone.

What Counts as Misselling?

Misselling in telecoms typically falls into a few categories:

1. Contract Term Misrepresentation

Customers tell us they were told the contract was one length and signed another. According to 1-star reviews on Trustpilot, the "told 12 months, signed 60" pattern is the one that comes up most often for Hosted.co.uk. We have a full article on Hosted.co.uk 60-month contracts.

2. Price Misrepresentation

The monthly figure quoted at the sales stage is not the monthly figure on the bill. Extras appear — line rental, number rental, support fees, handsets, porting charges. See our price misrepresentation article.

3. False Partnership or Capability Claims

Customers on Trustpilot describe cold calls where salespeople claimed Openreach partnerships or fibre availability that customers say turned out to be inaccurate or exaggerated.

4. Terms Not Explained Before DocuSign

The DocuSign arrives and is signed quickly, sometimes without the terms being talked through. Small print the customer did not read becomes binding.

5. Promises of Exit-Fee Coverage Not Kept

Salespeople offer to cover the exit fees from the customer's previous provider. After switching, customers report the covered amount being smaller than agreed or not paid at all.

6. No Cooling-Off Period Disclosed

Customers try to cancel and are told business contracts do not have a cooling-off window. Legally correct — but Trustpilot reviewers say they were not told at the point of sale.

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 VoIP contract is treated as a business for these purposes.

This is the legal gap that aggressive sales practices can exploit. Consumers can change their mind. Businesses cannot. Our no cooling-off period article explains this in more detail.

The protection businesses do have is misrepresentation 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.

What Trustpilot Reviewers Say About Hosted.co.uk Sales Tactics

According to 1-star reviews on uk.trustpilot.com/review/hosted.co.uk, recurring complaints about the sales process include:

Cold calls claiming partnerships or capabilities the customer later questioned
Contract length (12 vs 60 months) being unclear until after signing
"Free" inclusions that appeared as separate line items on the first bill
Verbal promises that were not written into the contract
Pressure to sign the DocuSign on the same call
Exit-fee coverage promises that were not fully honoured
Phone numbers being changed without clear authorisation

We are not accusing Hosted.co.uk of any specific wrongdoing. We are reporting what reviewers publicly state. See more in our sales tactics article.

The CISAS Route: The Most Important Part of This Article

CISAS (Communications and Internet Services Adjudication Scheme) is the independent adjudicator for telecoms disputes in the UK. If you are in a dispute with a telecoms provider and cannot resolve it directly, CISAS is the route.

CISAS is free for consumers and small businesses. The adjudicator reviews the evidence and makes a binding decision. Providers are required to comply.

For Hosted.co.uk, or any UK telecoms provider, the process works like this:

Step 1: Complain to the Provider in Writing

You cannot go to CISAS first. You have to give the provider a chance to resolve the complaint. Email — do not phone — their complaints address.

Step 2: Wait for Resolution or 8 Weeks

Either the provider resolves the complaint to your satisfaction, issues a deadlock letter saying the matter is unresolved, or 8 weeks pass without resolution.

Step 3: Submit to CISAS

Go to cisas.org.uk and file your claim. You submit your evidence (written complaint, provider's response, contracts, quotes, emails, bills). CISAS reviews and adjudicates.

Step 4: CISAS Decision

If CISAS rules in your favour, it can order the provider to cancel the contract, issue a refund, amend bills, or take other remedies. The decision is binding on the provider.

Critical Advice: Keep Everything in Writing

This is the single most important rule in any telecoms dispute. It applies to Hosted.co.uk, to any other provider, and to Compare The Networks when we handle complaints.

Why Written Evidence Wins

If your complaint progresses to CISAS, the adjudicator reviews 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 provider 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 Hosted.co.uk (or anyone) 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 is itself evidence for CISAS.

Practical Checklist

Submit your complaint in writing (email is fine)
Ask for the provider's 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 Hosted.co.uk, start building the file now. Do not wait.

Contract documents:

The signed contract (DocuSign usually emails a copy)
Any quotes or proposals 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
Notes on dates and contents of phone calls

Sales call recording:

Request the recording of the sales call in writing. Providers generally retain these and are required to provide them under GDPR (they are personal data about you or your business principal).

Bills and billing history:

Every invoice since the contract began
Any letters or emails about charges

Service issues:

Dates and durations of outages
Screenshots of service status
Impact on your business (lost calls, lost revenue — quantifiable if possible)

The Misselling Claim Itself

When you write your formal complaint, be specific. A good misselling complaint has three parts:

1. What You Were Told

State clearly what you understood the deal to be. Quote the sales email or proposal if you have it. Reference the phone call if you do not.

2. What The Contract Actually Says

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

3. Why You Believe This Is Misselling

Explain the gap. Be factual. Avoid emotive language. The adjudicator wants evidence, not outrage.

Example opening

"I signed a VoIP contract with Hosted.co.uk on [date]. During the sales call on [date] the salesperson told me the contract was [12 months / £X per month / included XYZ]. The signed contract states [60 months / £Y per month / excludes XYZ]. I believe this is misrepresentation and I am formally complaining under Hosted.co.uk's complaints procedure. I request [outcome: cancellation, refund, etc]. Please respond in writing."

What Happens If CISAS Rules in Your Favour

CISAS can order a range of remedies:

Contract cancellation with no early termination fee
Refund of charges paid
Amendment of future charges
Financial compensation (capped — check current limits on cisas.org.uk)
Formal apology

The ruling is binding on the provider. If they fail to comply, CISAS has enforcement procedures.

What If You Just Want Out?

Not everyone wants to go through CISAS. Some customers just want to leave and start again. If that is you:

Read our leave Hosted.co.uk guide
Understand the early termination fees you might face
Compare what a proper VoIP alternative costs: Business VoIP, VoIP quote

If the early termination fee is less than the savings from switching, leaving early can still make financial sense.

Reporting to OFCOM

OFCOM does not resolve individual disputes, but it monitors industry patterns. If you believe you were mis-sold, report it at ofcom.org.uk. It contributes to the wider monitoring picture even if it does not resolve your specific case.

How to Avoid Being Mis-Sold Again

Whatever provider you move to next, here is how to protect yourself:

Never agree to anything on the first call. A legitimate provider will give you time to consider.
Ask for everything in writing before you agree verbally. If the salesperson will not email you the full terms, walk away.
Check the total cost for the full term, not just the monthly price.
Read the 1-star Trustpilot reviews for the provider before signing.
Ask about the annual price increase in £ and pence.
Ask about the cooling-off period for your specific contract.
Compare at least three providers. VoIP pricing varies widely for the same features.
Use an independent comparison service like Compare The Networks — we compare providers and the networks pay us, not you.

Frequently Asked Questions

Has Hosted.co.uk been mis-selling contracts?

1-star reviews on uk.trustpilot.com/review/hosted.co.uk describe a range of complaints including contract length misrepresentation, undisclosed fees, and unfulfilled promises. We are not making direct accusations — we are reporting what reviewers publicly say. Read them yourself and judge.

Can I cancel my Hosted.co.uk contract if I was mis-sold?

Potentially yes. Complain to Hosted.co.uk in writing first. If unresolved within 8 weeks or you get a deadlock letter, escalate to CISAS. The adjudicator can order the contract cancelled if they find misselling. Keep everything in writing and never accept a verbal resolution.

Do business VoIP contracts have a cooling-off period?

Generally no. The Consumer Contracts Regulations 2013 14-day cooling-off period does not apply to business-to-business contracts. Once signed, you are bound. See our no cooling-off period article.

Should I accept Hosted.co.uk's complaint resolution over the phone?

No. Always insist on written communication. If your complaint progresses to CISAS, written evidence carries far more weight than your recollection of a phone call. If they call, say: "Please put that in writing and email it to me."

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.

Hosted.co.uk Misselling: CISAS, Your Rights & How to Complain (2026)