Caught out? Here’s how to challenge costs

UNRESOLVED complaints between mobile networks and customers are handled by Ombudsman Services. It says that cases of accidental roaming in the skies and at sea are rare but do crop up – most often by boat.

Jonathan Lenton, the communications ombudsman, says: ‘We have seen cases like this, but there is quite a lot of consumer protection in relation to roaming. If the charges were for within the EU, they could be challenged.’

Rules also stipulate that when travelling outside of the EU there should be a ¤50 (£45) cap on data usage unless a customer has opted out of it. A welcome text explaining charges should also be received whenever someone from the UK lands in a new country. If these conditions are not met there may be grounds to have fees waived.

Lenton adds: ‘If usage was made outside of the EU, the customer opted out of the automatic data cap and received a text, they will be liable for any resulting charges.’

Major UK mobile networks say the easiest way to avoid roaming charges in the air and at sea is to put a phone in flight mode, switch off data roaming or turn off the phone. The companies also say they cannot prevent a phone from connecting to an available signal if the phone is enabled to do so.

Anyone who wishes to dispute a roaming charge should first raise the issue with their mobile provider. If the company disagrees or refuses to help, the complaint can be referred to Ombudsman Services for free.

Visit ombudsman-services. org/communications or call 0330 440 1614.