The financial specialist Martin Lewis has reiterated his demand for stronger regulations preventing businesses from creating obstacles when customers wish to end agreements – insisting that terminating a service should mirror the ease of beginning one.

During a discussion on his Martin Lewis programme about common annoyances experienced by everyday consumers, the founder of Money Saving Expert drew attention to the considerable contrast between entering and exiting arrangements such as internet packages, recurring memberships and household energy supplies.

One listener who contacted the show described completing a broadband application within moments yet encountering an hour-long ordeal when attempting to terminate the same service, complete with extended hold periods, transfers between multiple departments and persistent attempts to persuade them to remain a customer.

Lewis observed that customer acquisition teams typically respond promptly, whereas those handling termination requests frequently leave callers waiting considerably longer – an imbalance he contends legislation should rectify.

Lewis stated his position has consistently been straightforward: the method used to enter an agreement should be equally applicable for exiting it, with online sign-ups matched by online cancellations and telephone registrations followed by telephone terminations.

The matter holds particular significance for at-risk groups, encompassing elderly individuals and those managing mental health conditions, who may find involved or prolonged cancellation procedures especially challenging.

Consumers can take some comfort from the prospect of reform. Legislation contained within the Digital Markets, Competition and Consumers Act could imminently obligate businesses to ensure that discontinuing a service demands no greater effort than commencing one.

The suggested requirements would include:

Customers permitted to terminate through the identical channel employed during registration

Termination potentially achievable through a single communication

Businesses required to streamline and simplify departure procedures

Despite parliamentary approval of the primary legislation, the specific provisions necessary to implement these measures remain under development.

Ministers must enact secondary legislation before the reforms become operational.

Initially anticipated for the earlier part of this year, the schedule has been revised, with conclusive regulations expected to receive confirmation during the latter half of 2026 after a period of public consultation.

In the interim, Lewis advises customers to stay vigilant – acknowledging that, presently, concluding certain services may still necessitate considerably more time and effort than initiating them.