Chancellor Rachel Reeves and Technology Secretary Peter Kyle have warned the UK’s major telecoms companies that they must do more to protect customers from unexpected mid-contract price rises, urging the sector to improve transparency and treat consumers “fairly and consistently”.
In a joint letter sent to mobile and broadband CEOs, the ministers said too many customers still face confusing or unclear pricing mechanisms and called on providers to reaffirm that no customer under contract should face price increases beyond what they originally agreed to.
Reeves and Kyle also pushed firms to proactively shift legacy customers onto simpler “pounds and pence” price-increase structures, replacing percentage-based rises currently linked to inflation, which ministers say undermine clarity for consumers.
The ministers will bring industry leaders into Whitehall in the coming weeks for a roundtable to discuss further steps to support consumers and identify areas where government can help unlock investment in digital infrastructure.
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