Ombudsman advice to avoid bill shock this summer

by Communications Team | Jul 22, 2016

If you are travelling abroad this summer there are steps you may want to take to avoid mobile phone ‘bill shock’ when you return home from holiday. 

In 2015 we handled 3,642 communications complaints relating to disputed charges, including complaints about roaming charges, international calls, data download fees and packages.

We've published advice to help consumers avoid bill shock when using their mobile phones abroad, including advice for those whose phones may be lost or stolen:

We are also hosting an #AskOmbuds session on Twitter, to offer advice and answer general questions about mobile phone complaints. An ombudsman will be available on Wednesday 3 August, between 12-2pm. Follow @ombudservices and use #AskOmbuds to join in the conversation.

Ombudsman Sarah Daniel says: “We saw complaints about disputed charges peak in the last quarter of 2015. This is expected as consumers are more likely to check and dispute their mobile bills towards then end of summer and then contact us eight weeks later if the dispute is unresolved. 

“Ombudsman Services handles over 26,000 communications complaints a year, so we are in a good position to spot complaint trends and offer advice to both consumers and companies to help them avoid similar complaints in future.

“If you have any queries about mobile phone complaints or the work of Ombudsman Services in general, feel free to tweet us during our #AskOmbuds session.”

If you have a complaint about your mobile phone bill you should raise it with your phone provider in the first instance. This advice may help. If the complaint isn’t resolved in eight weeks or you receive a deadlock letter Ombudsman Services may be able to help. Call 0330 440 1614 or visit

Published July 2016