Am I entitled to a BT refund for using its directory enquiries?

BT has been fined in the past by the regulator of premium rate phone numbers so you may be entitled to a refund. Read on to find out if your calls meet the criteria.

Can I get a refund from BT?

If you called 118 500 between 1 September 2011 and 9 January 2014, you could be due a refund of the entire cost of the call. This is regardless of whether you're a BT customer or not.

In summary

You could be entitled to a refund if you called 118 500 and were held on the line for too long, or didn't realise the true cost of the call because the price information given was unclear or incorrect. 

Eligibility for a refund

To be eligible for a refund, you either have to have been held on the line for too long or not realised the true cost of the call because the price information given was incorrect or unclear. 

This may be difficult to remember so it may be worth checking your itemised phone bills to see when you phoned the service and how much it cost you.

BT will not be contacting customers directly to arrange a refund so you'll need to approach BT if you think you're entitled to a refund.

How to get a refund from BT

Contact BT customer services to arrange a refund, even if you're not a BT customer.

You must give BT eight weeks to resolve your problem. If it doesn't, you can escalate the problem to the Ombudsman Services: Communications, which acts as an independent dispute resolution scheme.

Costly Calls campaign

A new piece of law – the Consumer Rights Directive – is putting a stop to high cost phone charges for customer helplines.

But as it stands, a number of companies will be let off the hook, including companies within the travel and finance industries.

Which? is calling on our supporters to ensure the finance industry, the transport sector and government phone lines are brought into line, so we have cheap customer service numbers across the board.

Sign our petition to ensure premium rate numbers are banned across the board and a cheaper alternative is provided.   

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