Billing and payments

We can help with your complaint about bills that are unclear, irregular or delayed, as well as complaints about how bills are provided. To resolve your complaint, we consider the law, good industry practice and fairness.

We can help with your complaint about charges and rates that you didn’t agree to, as well as complaints about excess usage charges and administrative fees that you think are too high. To resolve your complaint, we consider the law, good industry practice and fairness.

We can help with your complaint about direct debit payments, payment fees, and payments that are missing or applied incorrectly. To resolve your complaint, we consider the law, good industry practice and fairness.

This help page tells you what you can do to stop a direct debit. It also tells you how you can get a refund by reversing a charge from your financial institution if you paid with a credit card (this includes debit cards where you pay using a “credit” function).