Investigation into giffgaff about its compliance with metering and billing requirements


Investigation into giffgaff Limited (giffgaff)
Case opened 17 September 2018
Case closed 30 July 2019

This investigation examined whether giffgaff complied with its obligations under General Condition 11 requiring Communications Providers (“CPs”) to accurately bill consumers for their use of communication services. We found that giffgaff contravened GC 11.1 as a result of a billing error that meant customers received inaccurate bills and were overcharged.

Relevant legal provision(s)

GC11.1 of the General Conditions

Case leader

Maria Constantinou (email:

Case reference CW/01230/09/18