I am currently in dispute with iD Mobile regarding a faulty Samsung Galaxy S25 purchased directly through the iD Mobile website as part of a contract upgrade.

When I reported the fault, I was directed to visit a Currys store for assessment. When I did so, Currys directed me back to iD Mobile. When I raised this in chat, I was again told to go to Currys again - with no formal arrangement, no reference number, and no named contact.

Under the Consumer Rights Act 2015 (Section 23), iD Mobile as the trader are legally responsible for arranging any repair or replacement. Directing customers to third parties they have no contractual relationship with does not fulfill this obligation.

I have since raised a formal complaint with iD Mobile and have noted that their own published buying terms incorrectly state that faults after 30 days are handled under manufacturer warranty - which conflicts directly with the CRA 2015.

I have also filed a report with Citizens Advice for referral to Trading Standards regarding what appears to be systematic non-compliance with consumer law.

I am aware that the Ombudsman Services has a reputation for findings in favour of retailers, which is disappointing given it is the primary escalation route available to consumers in this sector.

I am sharing this as others on this forum appear to have experienced identical treatment. If you have had a similar experience, I would encourage you to raise a formal complaint and report it to Citizens Advice for referral to Trading Standards, and share your experiences to help protect other new potential customers.