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Campaigns | Premium rate customer lines

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Banks and insurers to be banned from using costly phone numbers

23rd July

The Financial Conduct Authority (FCA) today announced that financial firms will be banned from using costly 084/087 numbers for customer service lines.

Following our calls, and the calls of 90,000 supporters, the FCA started consulting with the financial services industry last year about making firms ditch costly lines.

Our Costly Calls campaign had already convinced a number of major high street banks, including Nationwide, HSBC and Barclays, to move away from 0845 numbers.

The FCA is to bring the financial services industry in line with all the other firms covered by the Consumer Rights Directive. That means any calls you make to your bank or insurer’s customer service or complaints lines won’t cost any more than a basic rate call.

You shouldn't pay a premium to complain

Our executive director, Richard Lloyd, said:

‘Nobody should have to pay a premium to complain, so we're pleased the FCA is making financial firms play fair with their customers. This is another victory for the 90,000 people who supported our Costly Calls campaign.’

Firms will have until 26 October this year to transfer their customer service and complaint lines. We’d like to see all companies make the switch as soon as possible.



New law tackles costly calls

13th June

Three scraps charges for 0800 calls from mobiles

The cost of calling 0800 numbers from mobile phones will be made free for Three customers from today.


Nationwide scraps 0845 numbers

In a win for our campaign's 88,000 supporters, Nationwide has announced a switch to 0800 across all of its telephone services.


Great news! Insurers to review costly lines

Insurers have confirmed that they will review their costly phone lines for customers affected by the floods, following today's summit and calls from Which?.


TSB scraps high-rate numbers

In another win for our Costly Calls campaign, TSB Bank has pledged to replace all of its 0845 numbers with 0345.


Major changes to phone charges

Ofcom today announced major changes to phone charges to make the cost of calling companies clearer. Calling 0800 from mobiles will also become free.
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