Overview

• BT has reimbursed or credited more than 1.1 million EE and Plusnet customers as part of the enforcement action.
• Where refunds were infeasible, BT donated £440,000 across 17 UK charities.
• The payouts follow a £2.8 million fine imposed in May 2024 for failing to provide clear and simple contract information before sign-up.
• Under rules introduced in June 2022, telecom providers must supply full contract details and a key-terms summary before customers commit to a new deal or risk contracts being treated as non-binding.
• Ofcom confirmed BT’s updated sales processes now include mandatory pre-contract summaries and waive exit fees when required information is not provided.