What is One Touch Switch?
One Touch Switch (OTS) is Ofcom's industry-wide switching process that came into effect on 12 April 2023. It replaced the previous Gaining Provider Led (GPL) process and eliminates the need for customers to contact their current provider when switching broadband.
Under OTS:
- Customer contacts only the gaining provider (new provider)
- Gaining provider obtains customer details and initiates switch via TOTSCo Hub
- Losing provider notified automatically and can only communicate to save the customer
- Switch completes on customer's requested date (within limits)
- No double-billing — losing provider ceases billing from switch date
The OTS Switching Process
Customer Contacts Gaining Provider
Customer provides: name, address, date of birth, current provider details. Gaining provider validates address and service availability.
SLA: ImmediateMatch Request via TOTSCo
Gaining provider sends match request through Hub. System identifies losing provider and existing service using address and customer details.
SLA: Automated, <2 hoursSwitch Order Created
Once matched, switch order created with customer's requested date. Minimum 1 working day notice for gaining provider to place order.
SLA: Within 1 working day of customer agreementConfirmation Letters Sent
Both gaining and losing providers must send confirmation letters: switch date, cooling-off rights, any ETCs payable, gaining provider contact info.
SLA: Within 1 working day of orderLosing Provider Save Attempt
Losing provider may contact customer to make retention offer. One attempt only, no pressure selling. Must provide accurate ETC information.
Window: Until 1 working day before switchSwitch Completes
Service transfers to gaining provider. Losing provider ceases billing. Any number porting completes. Customer receives completion notification.
SLA: By 23:59 on switch dateAutomatic Compensation Rules
The OTS compensation scheme is part of Ofcom's broader Automatic Compensation framework. Providers must pay automatically — no customer claim required.
| Failure Type | Compensation Amount | Who Pays | When Paid |
|---|---|---|---|
| Delayed switch (beyond 10 working days) | £5.25 per day | Gaining provider | Within 30 days of switch |
| Missed appointment (engineer no-show) | £26.24 per occurrence | Responsible provider | Within 30 days of miss |
| Service loss during switch | £9.33 per day | Gaining provider | Within 30 days of restoration |
| Double-billing error | Full refund + £10.50 | Provider who over-billed | Within 14 days of report |
TOTSCo Hub Integration Requirements
The One Touch Switching Company (TOTSCo) operates the central Hub that facilitates all OTS switches. All residential broadband providers must integrate.
Integration Options
- Direct API Integration — Full integration for high-volume providers (>1,000 switches/month). Real-time message processing.
- Portal Access — Web portal for lower-volume providers. Manual processing but compliant.
- Third-Party Integration — Use a wholesale partner's integration. Common for resellers on Gamma, Zen etc.
Technical Requirements
- TLS 1.2+ for all Hub communications
- Certificate-based authentication
- Support for C&C (Cease & Reprovide) and PAC (Provide & Change) message types
- Ability to process messages within 2-hour SLA
- Audit logging of all Hub interactions (retain 12 months)
Customer Communication Requirements
Ofcom specifies minimum content for customer communications during switching:
Gaining Provider Must Communicate:
Losing Provider Must Communicate:
Provider Compliance Checklist
- TOTSCo Registration — Register with TOTSCo and choose integration method
- Hub Integration — Complete technical integration and testing
- Staff Training — Train customer-facing staff on OTS process
- Letter Templates — Create compliant confirmation letter/email templates
- Compensation System — Implement automatic compensation tracking and payment
- SLA Monitoring — Set up dashboards for 10-day completion monitoring
- Save Process — Establish compliant retention process (one contact only)
- Audit Trail — Ensure complete logging of all switching activity
- Complaints Process — Update complaints handling for OTS-related issues
- ADR Scheme — Maintain membership of CISAS or Ombudsman Services
Common Compliance Failures
Ofcom and ADR schemes report these frequent OTS compliance issues:
- Save harassment — Multiple contact attempts or pressure tactics by losing provider
- ETC misquoting — Inflating early termination charges to discourage switch
- Delayed confirmation — Not sending letters within 1 working day SLA
- Cooling-off confusion — Failing to clearly explain cancellation rights
- Compensation evasion — Not paying automatic compensation or requiring claims
- Number porting failures — Losing numbers during switch due to process errors
Part of the UK Telecom Compliance Hub
Return to the main compliance guide for the complete framework covering Ofcom GC, PECR, UK GDPR, and more.
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