Ofcom has today imposed a financial penalty against Meta after
its investigation found that the
company's responses to formal information requests issued as part
of a telecoms policy review - contained
inaccuracies.
In 2025, we reviewed the wholesale market for business bulk SMS
text messages. These are texts that are commonly automated and
used for appointment reminders, one-time passcodes and delivery
notifications.
During that review, we sought to better understand the range of
alternative messaging services that are available to businesses.
We requested data from Meta about the WhatsApp Business service
using our formal information gathering powers under the
Communications Act.
Gathering accurate information from regulated companies is
fundamental to our job as a regulator, including to satisfy
ourselves that markets are working well. Firms are required, by
law, to respond to all such requests in an accurate, complete and
timely way.
Having received Meta's response, we had concerns that it
contained inaccurate information. We therefore opened an
investigation earlier this year.
Investigation outcome
Following a thorough investigation, we have determined that Meta
failed to comply with its obligation under the Communications Act
to respond to information requests from Ofcom accurately.
Specifically, we found that the information submitted to Ofcom
contained several errors, which then took multiple requests to
correct.
For these administrative failings, we are imposing a fine on Meta
of £450,000. In line with our established procedures, the penalty
was reduced by 25% on what it otherwise would have been because
Meta accepted liability and agreed to settle the case.
The fine also takes into account other relevant contextual
factors, including that Meta did not benefit or make any gain
from its failure to comply.
