A “Flag of Honor” charge on a BT phone bill is a third-party premium rate service charge. It isn’t a BT product. An outside company is using BT’s billing system to collect payment for a service that someone on your line called, texted, or subscribed to, and “Flag of Honor” is the label that company uses to identify itself on the bill.
What the Charge Actually Is
In the UK, premium rate services cover any content, goods, or services charged directly to a phone bill or pay-as-you-go credit. That includes entertainment subscriptions, games, lifestyle alerts, charity donations, TV voting lines, and other digital services. A charge is triggered when someone calls or texts a premium rate number (typically beginning with 09, 118, 087, or 084), uses a five- or six-digit mobile shortcode, or signs up for a recurring subscription that bills through the phone account.1Ofcom. Quick Guide to Premium Rate Services
Descriptors like “Flag of Honor” are often opaque. The name on the bill rarely explains what the service does or how it was activated. A household member may have signed up without realizing by replying to a text, tapping an ad on a mobile device, or calling a premium rate number.
Find Out Who Is Billing You
Call BT first and ask them to name the third-party provider behind the charge and the service it relates to. BT should be able to give you the company’s name and contact details. Ofcom also runs a Premium Rate Service Checker that lets you look up an unfamiliar charge and identify the provider responsible.2Ofcom. Operating a Premium Rate Service
Cancel the Subscription and Request a Refund
Once you know who the provider is, contact them directly. Ask them to cancel any ongoing subscription and request a refund if the charge was unauthorized.
If the provider won’t cooperate or the charge stays on the bill, use BT’s internal complaints procedure. When you dispute the charge in writing, include your name, address, account number, a copy of the disputed bill, and a clear explanation of why you believe the charge is wrong. If you post the letter, send it by recorded delivery and keep proof of postage.3Citizens Advice. Dispute a Phone, Internet or TV Bill
If BT’s internal complaint doesn’t resolve the issue, you can escalate to an independent Alternative Dispute Resolution (ADR) scheme. Every phone provider in the UK must belong to one, and you can find the right scheme for your provider on Ofcom’s website. The Citizens Advice consumer helpline on 0808 223 1133 can also walk you through the next steps.3Citizens Advice. Dispute a Phone, Internet or TV Bill
Your Rights on the Amount Charged
If your contract started, renewed, or was extended after 1 October 2018 and a charge exceeds the billing limit set in the contract, you don’t have to pay the excess as long as the provider didn’t get your permission to go over it. You can ask the provider to reduce the bill by that amount.3Citizens Advice. Dispute a Phone, Internet or TV Bill
Ofcom also caps what premium rate services on 09 numbers can charge: no more than £3 plus VAT per minute, or £5 plus VAT per call. Providers must separate the access charge (paid to the phone company) from the service charge (paid to the service provider) so you can see what each part of a call actually costs.2Ofcom. Operating a Premium Rate Service