Why is My iphone 4s Locked?

Hi
Can anyone help with this please.
I bought my iphone 4s outright, brand new, 2 years ago from the Apple Store, not as part of a contract. I've been on a Sim only contract from "3" network from the outset. I now want to change my network provider, but I was informed my phone was locked. I went into the O2 Store to look for a sim only and the lady asked if my iphone was locked. I didn't know so she checked it by putting one of their sims in it and she told me it was indeed, locked.
So I go back to the 3 store and they tell me to ring 3 cust. services to get it unlocked. However, a friend of mine informs me that the phone should not be locked at all and it is Apple's responsibility to unlock it.
Help, I'm very confused.
Thank you.

Thanks Tim.
I had no idea at the time that I had to specifically ask for an unlocked phone. I'd not owned any smart phones prior to this.
It begs the question: Why on Earth would anyone sell a "Locked" phone, or indeed, why would anybody buy a locked phone. I should have been told at the time surely, why would I want to limit my choices?
Oh well, looks like a call to 3 then.
Cheers.

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For more information, take a look at:
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http://support.apple.com/kb/ts2802
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Verify that the Sleep/Wake button functions. If it does not function, inspect it for signs of damage. If the button is damaged or is not functioning when pressed, seek service.
Check if a Liquid Contact Indicator (LCI) is activated or there are signs of corrosion. Learn about LCIsand corrosion.
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The home screen appears: The iPhone should be working. Update to the latest version of iOS if necessary. Continue charging it until it is completely charged and you see this battery icon in the upper-right corner of the screen . Then unplug the phone from power. If it immediately turns off, seek service.
The low-battery image appears, even after the phone has charged for at least 20 minutes: See "iPhone displays the low-battery image and is unresponsive" symptom in this article.
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Why is My iphone 4s Locked?

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