Am I Entitled to a Refund?

If you believe you may be entitled to a refund of charges on your phone bill, the information below may come in helpful to investigate whether you have a valid claim to one.

When can I claim a refund?

Usually a refund for phone-paid charges is only applicable if there has been a technical issue or an error on the part of the service provider. If you have already received or used a service such as a vote or competition entry, it is unlikely you will be eligible for a refund.

How do I claim a refund for additional charges on my phone bill?

If you would like to claim a refund for additional charges on your phone bill, you will need to speak to the service provider who has charged you.

Someone else used my phone and incurred charges. What can I do?

If you allow others to have access to your phone, including children, you are responsible for the usage and so the charges are unlikely to be refunded. A refund will be at the discretion of the service provider who has charged you. Think of it as the phone equivalent of giving your debit or credit card and PIN to that person. You should always keep your phone and security details secure and private.

Why can’t I get a refund put straight back onto my phone account?

Whilst some of the UK’s phone networks have the capability to apply refunds, each network operates differently and equally each service provider has their own refund policy and process. Therefore as well as a credit to your bill, refunds may come in the form of a bank transfer, cheque or other suitable payment method.