BT faces £600m class-action lawsuit for 'overcharging'

The facade of BT corporate office in London, UK
(Image credit: Shutterstock)

BT is facing a £600 million class-action lawsuit for allegedly failing to compensate elderly customers who were overcharged for landlines between 2009 and 2017.

The 2.3 million affected BT customers are now being represented in a claim filed by law firm Mishcon de Reya. If successful, the lawsuit could result in BT having to pay out £500 to each affected customer.

BT had allegedly been overcharging its elderly customers for eight years, only agreeing to lower its landline prices by £7 per month following a 2017 review by Ofcom. According to the regulator, UK landline providers increased the costs of line rental by 28-41% despite wholesale costs falling by 25%. The company was strongly criticised for raising the prices and for providing customers who had "been with BT for decades" with "poor value" for money.

Collective Action on Landlines (CALL) founder Justin Le Patourel said that, despite Ofcom's action, the telecoms giant never reimbursed the affected customers.

“Ofcom made it very clear that BT had spent years overcharging landline customers but did not order it to repay the money it made from this. We think millions of BT’s most loyal landline customers could be entitled to compensation of up to £500 each, and the filing of this claim starts that process,” he said.

BT issued a statement on the matter, saying that “Ofcom’s final statement made no finding of excessive pricing or breach of competition law more generally”.


How to create 1:1 customer experiences at scale

Meet the technology capable of delivering the personalisation your customers crave


“We strongly disagree with the claim being brought against us,” said a spokesperson for the company. “We take our responsibilities to older and more vulnerable customers very seriously and will defend ourselves against any claim that suggests otherwise.

"We assure our customers, including the elderly and vulnerable, that we will not let this claim disrupt the relationship BT has with them particularly at this critical time, when our people have been working so hard to keep them connected with their loved ones.”

The spokesperson added that the BT “will continue to offer a variety of packages to support [its] customers through the pandemic” and that it will “defend itself vigorously” against the claim.

Sabina Weston

Having only graduated from City University in 2019, Sabina has already demonstrated her abilities as a keen writer and effective journalist. Currently a content writer for Drapers, Sabina spent a number of years writing for ITPro, specialising in networking and telecommunications, as well as charting the efforts of technology companies to improve their inclusion and diversity strategies, a topic close to her heart.

Sabina has also held a number of editorial roles at Harper's Bazaar, Cube Collective, and HighClouds.