Shoppers could be owed hundreds with review into hidden online fees

If your online shopping basket often costs more than expected, or a “sale” isn’t quite what it seems, you may not be imagining it. The UK’s Competition and Markets Authority (CMA) is investigating several major online retailers over potentially unfair pricing practices. Some shoppers could even be owed compensation if rules have been broken.

The CMA now has stronger powers. If it decides a company has broken the law, it can order businesses to pay compensation to affected customers. It can also fine companies up to 10% of their global turnover. The investigation focuses on ensuring fairness, meaning shoppers see the full cost of a product or service upfront, without hidden fees or pressure tactics.

The watchdog has also written advisory letters to 100 businesses across 14 sectors, highlighting concerns about extra charges and sales tactics. These letters encourage retailers to check their pricing and make it clearer before the CMA takes further action.

Which companies are being investigated - and why

The CMA is focusing on eight major companies, each for different reasons:

• StubHub and Viagogo – both ticketing sites are being examined for mandatory booking fees. The CMA is checking whether customers see the full cost upfront when buying tickets.
• AA Driving School and BSM Driving School – their booking fees are under scrutiny. The concern is whether these charges are clear from the start of the booking process.
• Gold’s Gym – the CMA is looking at how the one-off joining fee for annual memberships is presented. The issue is whether it appears partway through sign-up rather than in the advertised membership cost.
• Wayfair – the homeware retailer is being investigated for its “time-limited” sales, to see if promotions really end when the website says they do.
• Marks Electrical – the CMA is examining whether customers are automatically opted in to purchase extra services without consent.
• Appliances Direct – this retailer is under investigation for both “time-limited” sales and default opt-ins for additional services.

How to check if you’ve been overcharged

Review Your Recent Orders

Start by looking back over your online purchases. Focus on items with service fees or extras. Did the final price jump at checkout? Spotting patterns can help you see if you’ve been affected.

Watch for hidden fees in future

When shopping online next, pay attention at each step. Look for automatically added extras, mandatory charges, or urgent messages like “sale ends soon” or “only a few left.” These are common ways retailers add extra costs.

Keep a record

Take screenshots or save receipts at each stage. This gives you proof if you need to raise a complaint or ask for a refund.

Stay updated on compensation

It’s not yet confirmed if these retailers will have to pay compensation, how much shoppers could receive, or how it will be paid. The CMA will update consumers as the investigation progresses. Keeping an eye on announcements means you don’t miss any potential claims.

Track your spending

Regular budgeting can make it easier to spot hidden fees and stay in control of your money. Tracking what you spend online - and where your money goes overall - helps you spot unexpected charges sooner. Tools like our free online budgeting planner make it simple to monitor spending, see patterns, and plan ahead.