BT refunds £18 million to customers after failing to provide contract information

BT has been refunded or credited to the client after the OFCOM enforcement action, after Telecoms Giant was found to violate the rules, requiring it to provide clear and simple contract information before the client registers for a new transaction.

The refund follows the regulator’s fine of £2.8 million last year, and concluded that BT failed to meet its obligations to customers of the EE and Plusnet brands.

Under the OFCOM rules introduced in 2022, telecom providers must provide customers with key information about their contracts, including price, length and early exit fees, before they agree to register. These measures are designed to ensure greater transparency and protect consumers from unexpected expenses or terms.

BT said measures have since been taken to address the issue and ensure compliance with future regulations. Ofcom confirmed a £18 million refund that was affected by direct reimbursement or account credit violations.