Real redress, in order

General information, not legal advice on your case. Every remedy has a time limit, often set by national rules: act early, and check the limit that applies to your case before you wait.

1. The operator, through its complaint procedure

   As soon as the bill lands

   Write from your customer area or its complaint form. Cite the Regulation, attach the border text and the bill, and record the absence of any excess notification. Ask for the disputed line to be refunded and for the exact reference of the fair use policy they are relying on.

   Roaming: using a mobile phone in the EU (Your Europe, European Union)

2. The national regulatory authority of your country

   After the operator's answer

   If the answer does not satisfy you, refer the matter to your country's telecoms regulator: the official page of the Union states that it will handle your case, and the Regulation charges it with monitoring compliance within its territory. BEREC, the body of European regulators, publishes the list of its members, authority by authority.

   The national regulatory authorities, members of BEREC

3. Consumer dispute resolution

   Last

   For a billing dispute that survives the first two steps, the official page of the Union lists the consumer dispute resolution routes, country by country, with their official bodies.

   Consumer dispute resolution (Your Europe, European Union)

National procedures for disputing a bill and their deadlines vary from country to country: this site presents only the European baseline shared by the twenty-seven.