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BT compensates £18 million after Ofcom ruling

BT has issued over £18 million in compensation to affected EE and Plusnet customers.

July 30, 2025 at 03:01 PM

BT pays out £18,000,000 to EE and Plusnet customers after Ofcom ruling

BT compensates customers after failing to provide clear contract information as required by law.

BT compensates £18 million to consumers after Ofcom ruling

After a thorough investigation by Ofcom, BT has been ordered to pay over £18 million to customers of its subsidiaries, EE and Plusnet. This compensation stems from the company's failure to offer clear and simple information about contracts, a breach of consumer protection laws. Ofcom's inquiry uncovered that more than 1.3 million contracts were sold without proper documentation, impacting around 1.1 million consumers. In addition to the payout, BT faced a £2.8 million fine and was mandated to revise its sales processes. The company was proactive in notifying most affected customers and is now focused on refunding those who incurred extra costs, particularly early termination fees.

Key Takeaways

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BT has paid over £18 million in compensation to affected customers.

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An Ofcom investigation identified failures in contract transparency.

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More than 1.3 million affected sales were reported under BT.

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BT was fined £2.8 million for not providing necessary information.

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Customers who left early were particularly impacted by unwarranted fees.

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Ofcom has mandated that BT improve its sales processes.

"We take compliance seriously at BT and have worked closely with Ofcom to implement all remedial actions."

BT acknowledges its responsibility in the matter and outlines its commitment to compliance.

"BT failed to give this information to some customers purchasing services through its EE digital website/app."

Ofcom details the shortcomings in BT's contract information approach.

"If you believe you may have been affected and have not received adequate compensation, you’re advised to contact your service provider directly."

Ofcom urges consumers to take action if they believe they have not been compensated.

This substantial payout by BT highlights the growing importance of consumer rights in the telecom sector. Ofcom's decisive action reflects an increasing regulatory focus on transparency, sending a clear message to other companies in the industry. As digital services continue to expand, ensuring that customers receive adequate information is crucial for maintaining trust. BT's move to rectify the issue may help restore some consumer confidence, but the incident raises questions about the effectiveness of internal compliance systems. The telecom industry must adopt stringent measures to prevent similar violations in the future.