Getting money back if the CMA orders refunds or compensation
You might be owed money back if the Competition and Markets Authority (CMA) has ordered a business to refund or compensate its customers.
If the CMA finds that a business has broken consumer law, it may order the business to refund or compensate affected customers (‘redress’).
We’ve ordered businesses to refund or compensate customers directly where we’ve found that they’ve broken the law.
It never pays to break the law. Where rules are ignored, the CMA will take action.
Use this page to find out where the CMA has ordered a business to refund or compensate customers.
Check each section to find out:
- what the business did wrong
- which customers are entitled to a refund or compensation
- what affected customers should receive
- what you need to do (if anything)
The CMA is not responsible for managing, processing or paying refunds itself – this is done by the business ordered to provide redress. If you have any questions, contact the relevant business.
£2.37 million secured in refunds for consumers using our new consumer enforcement powers.
AA Driving School and BSM Driving School
What they did
Both driving schools (AA Driving School and the British School of Motoring Driving School) are owned by the AA. We found that more than 80,000 learner drivers were not shown the total price up front when booking lessons online – as required by law. Instead, a mandatory fee was included later in the process.
What the CMA has done
Having admitted to breaking the law, the AA settled the case.
We’ve ordered the AA to refund customers that booked driving lessons on the AA and BSM sites from 6 April to 15 December 2025, and were initially shown prices that did not include the mandatory booking fee.
Find out more about what we’ve done
What you might get
The amount you get back will depend on how many lesson packages you bought with them. The average amount each customer will get back is around £9.
What you need to do
You don’t need to do anything. The AA will send you an email or letter. It will either automatically refund you on the card you used to pay for the lessons, or send you a cheque instead.
The AA should process all refunds by 15 April 2027.
Appliances Direct
What they did
Appliances Direct pre-selected and charged customers for extra services without their express agreement. Customers were automatically opted into one or both of the following services:
- ‘Remove & Recycle Your Old Appliance’ service
- ‘Installation on Delivery’ service
Businesses are not allowed to use pre-ticked boxes or other forms of automatic opt-in for optional extras which cost money.
What the CMA has done
Having admitted to breaking the law, Appliances Direct settled the case.
We’ve ordered Appliances Direct to refund customers who were automatically opted into buying additional services on Appliances Direct’s website between 6 April 2025 and 17 November 2025.
Find out more about what we’ve done
What you might get
The average amount each customer will get back is around £25.
What you need to do
You don’t need to do anything. Appliances Direct will contact you about your refund.
Appliances Direct should process all refunds by 11 March 2027.
Gold’s Gym
What they did
Gold’s Gym required people to pay a mandatory joining fee. However, they did not always include the joining fee in the total price, or the total price was unclear and unlikely to be seen – as required by law.
What the CMA has done
Having admitted to breaking the law, Gold’s Gym settled the case.
We’ve ordered Gold’s Gym to refund 726 customers who bought gym memberships on Gold’s Gym’s website between 6 April 2025 and 7 May 2026.
Find out more about what we’ve done
What you might get
The amount will be £50 for those that paid online for annual memberships upfront in a lump sum, and £10 for those who paid for 12-month Direct Debit memberships.
What you need to do
You don’t need to do anything. Gold’s Gym will contact you about your refund.
Gold’s Gym should process all refunds by 29 March 2027.
Marks Electrical
What they did
Appliances retailer Marks Electrical pre-selected and charged customers for extra services without their express agreement:
- ‘Recycle Old Appliance’ service
- ‘Unwrap & Recycle Packaging’ service
Businesses are not allowed to use pre-ticked boxes or other forms of automatic opt-in for optional extras which cost money.
What the CMA has done
We’ve ordered Marks Electrical to refund nearly 40,000 customers who were automatically opted into buying additional services on Marks Electrical’s website between April and November 2025.
Find out more about what we’ve done
What you might get
The amount you get back will depend on how much you paid for extra, pre-selected services. The average amount each customer will get back is around £15.
What you need to do
You don’t need to do anything. Marks Electrical will contact you. It will either automatically refund you using the method you used to pay for the appliance, or send you a cheque instead.
Marks Electrical should process all refunds by 15 June 2027.
StubHub UK
What they did
StubHub UK did not show fans the total price upfront when purchasing tickets – as required by law. Between 6 April and 7 December 2025, StubHub UK required some fans to pay mandatory costs such as delivery and service fees. However, these unavoidable fees were added at the final stage of the checkout process and not included in the total price from the start, which broke consumer law.
What the CMA has done
Having admitted to breaking the law, StubHub UK settled the case.
We’ve ordered StubHub UK to refund more than 50,000 fans, who bought tickets on StubHub UK’s website between 6 April and 7 December 2025.
Find out more about what we’ve done
What you might get
The amount you get back will depend on how much you paid in fees. The average amount will be around £10 per transaction.
What you need to do
You don’t need to do anything. StubHub UK will contact you about your refund, which will be automatically repaid onto the card you used to purchase your tickets.
StubHub UK should process all refunds by 23 December 2026.
Find more advice
Go to Help for consumers.