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.
Jamie Young
Jamie Young is Senior Reporter at Business Matters, covering SME finance, employment law and Westminster policy since 2016. He has reported on every Budget and Autumn Statement since 2018, helped make sense of the 'covid era' and the bounce-back loan scheme from launch through the fraud investigations, and broke the magazine's coverage of the 2024 late-payment reforms. He joined Business Matters straight from completing his BA in Administration from Exeter University and is NCTJ-qualified. Reach him at jyoung@cbmeg.co.uk
