Guides › Broadband, Phone and Mobile Contracts › Unexpectedly High Mobile Bill: Bill Limits
Unexpectedly High Mobile Bill: Bill Limits
Since 1 October 2018 all mobile providers must offer new and renewing customers the option to limit their bills. Your provider must warn you as you near the limit and cannot charge you beyond it unless you agreed. Some costs, such as some premium rate and app purchases, may fall outside it.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Bill Limits
Your Rights
Since 1 October 2018 all mobile providers must give new customers (including those who switch or renew) the option to limit the cost of bills, written into the contract. Providers must warn you when you near the limit (for example at 80%), activate a limit within a reasonable period (no longer than one billing period), and cannot charge you beyond it unless you agreed. You can still call emergency services. source
What It May Not Cover
Contracts from before 1 October 2018; the full cost of premium rate services (the access charge is included); some app store and third-party purchases; paper billing or late payment fees; and roaming unless it is included in your contract. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 6 weeksWait before going to a free ADR schemeSix weeks from your complaint, or earlier with a deadlock letter
Steps to Take
Step 1 of 5
Check your bill for what caused the charges.
Step 2 of 5
Ask your provider to set a bill limit.
Step 3 of 5
Ask about barring premium rate or "charge to mobile" payments.
Step 4 of 5
Complain about charges you did not agree to.
Step 5 of 5
After 6 weeks, use the free ADR scheme.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
Your Provider's Complaints Team
Always start here, in writing, and keep a copy.
CISAS or the Communications Ombudsman (ADR)
Six weeks after your complaint, or when you receive a deadlock letter. Free for you. Your provider will say which scheme it belongs to.
Good to Know
Small things that make your complaint stronger.
Set a limit before travelling abroad if roaming is in your contract.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 13 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- ofcom.org.uk/phones-and-broadband/saving-money/mobile-bill-limits Checked 13 October 2026
- ofcom.org.uk/complaints/complain-about-phones-or-internet-services/contracts Checked 12 October 2026