Theodore ManningTicketmaster agreed to legally binding undertakings with the UK Competition and Markets Authority in September 2025, following a formal investigation into ticket pricing during the Oasis Live '25 Tour sale. As the UK government now presses ahead with legislation to ban above-face-value resales, consumers have more protection than they may realise — and more changes are coming.
What the CMA Investigation Found
The CMA launched its investigation in September 2024 after widespread complaints about the Oasis reunion tour sale, in which standing tickets more than doubled in price without clear warning to fans waiting in online queues. Some buyers paid over £350 for tickets with a face value of £150.
Critically, the CMA did not find evidence of algorithmic dynamic pricing in real time. What it did find were two specific transparency failures. First, Ticketmaster failed to inform fans in the queue that standing tickets were being sold at multiple price tiers, and that prices would jump as lower-priced inventory sold out. Second, Ticketmaster sold "platinum" tickets at up to two-and-a-half times the price of standard tickets without adequately explaining that they offered no additional benefits or better locations within the same venue section.
These findings led to formal undertakings — legally binding commitments — rather than a fine, because the undertakings were reached before the CMA's toughest enforcement powers under the Digital Markets, Competition and Consumers Act 2024 fully took effect.
What Ticketmaster Must Now Do
Under the undertakings, Ticketmaster must provide 24 hours' advance notice when a tiered pricing system will be used for any sale. During online queues, it must display the full range of available prices in real time and update fans immediately when cheaper inventory sells out. Ticket labels must accurately reflect what buyers are getting — no more calling a ticket "platinum" if it sits in the same area as a standard ticket.
Ticketmaster is required to submit compliance reports to the CMA throughout a two-year monitoring period running until September 2027. Implementation was required within six weeks of the September 2025 announcement.
The Legislation: A Resale Ban on the Horizon
In November 2025, the UK government announced plans to introduce primary legislation that would make it illegal to resell tickets for a profit above face value. The planned law would also restrict the fees secondary ticketing platforms can charge, and limit the number of tickets individuals can resell.
As of March 2026, the legislation has not yet been tabled in Parliament. The government has confirmed the intention but not yet set a date, noting implementation would happen "when Parliamentary time allows." The specific level of the service fee cap has not yet been determined.
When the law does pass, the CMA will be able to impose fines of up to ten percent of a company's global annual turnover for violations — a significant escalation from the voluntary undertakings approach used in the Oasis investigation.
Your Legal Rights Right Now
Regardless of forthcoming legislation, consumers already have meaningful protections under the Consumer Rights Act 2015 and the Digital Economy Act 2017.
When buying from secondary ticketing platforms, sellers are legally required to disclose the face value of the ticket, the exact seat location or standing area, and any restrictions such as age requirements. Using automated software (bots) to purchase more tickets than the per-person limit is a criminal offence under the Digital Economy Act.
If you bought a ticket and the event is cancelled, rescheduled, or significantly changed, you are entitled to a full refund of the face value of the ticket. You are also entitled to a refund if the ticket is materially different from what was described — for instance, if the view is obstructed in a way that was not disclosed.
Hidden fees revealed only at checkout are a known problem across secondary platforms. European consumer groups including OCU and Testaankoop have documented cases where a ticket advertised at £79 reached £269 by checkout, a 237 percent increase through cumulative management fees and processing charges. While these fees are currently legal in the UK, the planned legislation may address them.
Note: This article provides general legal information only and does not constitute legal advice. If you believe your consumer rights have been violated, consult a qualified solicitor.
When to Seek Legal Advice
Most ticket disputes are resolved directly with the platform or through your credit card provider via a Section 75 claim (for purchases over £100). However, there are circumstances where speaking to a solicitor adds real value.
If you have suffered significant financial loss — for instance, if you paid several hundred pounds for tickets using a secondary platform and were refused a refund after cancellation — a solicitor can advise on your grounds for a claim. If a seller or platform is using misleading descriptions that you believe constitute fraud or a misrepresentation, legal advice can clarify whether you have a case worth pursuing.
Consumer law solicitors can also advise on collective claims where multiple buyers have been affected by the same conduct — an increasingly relevant avenue given the scale of secondary ticket complaints.
For independent legal advice on consumer rights or ticket disputes, qualified solicitors are available through Expert Zoom. The government's guidance on ticket resale rights is published by GOV.UK.
