The Court of Appeal has shut the door on a landmark collective action against BT, ending hopes of £1.3 billion in compensation for millions of landline customers.
What was the case about?
The case, launched by consumer advocate Justin Le Patourel, alleged that BT abused its market power between 2015 and 2018 by charging “excessive and unfair” prices.
The claim covered:
- 1.5 million landline-only customers, many of them older or vulnerable, who were said to have overpaid by up to £84 a year.
- 2 million “split purchase” customers, who took BT landline and broadband separately and faced higher combined costs.
An earlier decision, made by the Competition Appeal Tribunal (CAT) accepted that BT’s prices were persistently high, but said they weren’t “unfair”. According to the CAT, customers were still getting something worthwhile for their money.
Following that ruling, Le Patourel wanted the Court of Appeal to overturn the decision, but permission to appeal was declined.
What this means for consumers
For more than 3.7 million BT customers, the ruling confirms there will be no compensation — previously estimated at £300–£400 per person.
Le Patourel expressed disappointment, arguing the decision sets a worrying precedent for how dominant firms may justify high prices. Still, he vowed to continue using collective actions to challenge unfair treatment in future.
Why the case was important
This was the first UK “opt-out” collective action under the Consumer Rights Act 2015 to go all the way to trial. In opt-out cases, those eligible are automatically included unless they choose to opt out.
This ruling shows how tough it can be to hold powerful companies to account, even with regulators raising concerns. For now, BT landline customers won’t see compensation. But the wider fight for fairer treatment, transparency, and stronger consumer rights is far from over.
If you’ve been let down by a big company, we shine a spotlight on major consumer injustices and connect you with UK law firms taking action.
