BT has refunded or credited £18 million to customers following enforcement action by Ofcom, after the telecoms giant was found to have breached rules requiring it to provide clear and simple contract information before customers signed up to new deals.
The refunds follow a £2.8 million fine issued by the regulator last year, which concluded that BT had failed to meet its obligations for customers across its EE and Plusnet brands.
Under Ofcom rules introduced in 2022, telecoms providers are required to give customers key information about their contract—including price, length, and early exit fees—before they agree to sign up. The measures are designed to ensure greater transparency and protect consumers from unexpected charges or terms.
BT said it had since taken steps to address the issue and ensure compliance with the regulations going forward. Ofcom confirmed the £18 million in refunds covered customers affected by the breach, either through direct reimbursement or account credit.
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BT refunds £18m to customers after failing to provide contract information