Can I challenge an excessive bill after using my mobile abroad?
Using data abroad
Your mobile network can decide how much it wants to charge you for roaming abroad.
It's best to check your network's policy before travelling as you could be surprised by a large bill if you used your mobile regularly to use the internet or make and receive calls.
Check your mobile bill
If you think you’ve been overcharged, the first step is to take a good look at your phone bill to make sure it didn’t happen by accident. It might be that your mobile network provider has made a genuine mistake.
Double-check each of the charges, your text and data usage and any calls you might have made to work out whether there’s been a mistake.
If there are any charges you don’t recognise, check with anyone who might have used your phone in case it was them.
If you’ve checked all these points and still think the bill for your roaming abroad is incorrect, contact your mobile network.
Your phone was stolen
If your phone is stolen, you have to report it immediately, otherwise the phone company will continue to charge you.
It may be a good idea to ask for a confirmation text (if you already have a new phone) or email from your provider to prove that you have called to report your phone stolen.
Contact your mobile provider
Get in touch with your service provider, explaining which charges you think are incorrect and why.
Send a written copy too, highlighting the disputed charges and why you think they’re wrong.
If you capped your mobile usage as part of your mobile phone contract, you may have the right to refuse to pay the sum over and above the cap.
Charging you for anything over and above the agreed cap could be a breach of contract.
Escalate your complaint to the Alternative Dispute Resolution
If your service provider decides not to refund you, you can take your complaint to an Alternative Dispute Resolution scheme.
There are two approved schemes, Cisas and the Communications Ombudsman.
The ombudsman will come to an independent decision after reviewing both sides of the complaint. If you're successful, you will receive compensation.
If you want to complain to the ombudsman about your mobile phone provider, take a look at our step-by-step guide.