Complain about a premium rate number
If you experience problems with a premium rate number, text or subscription service, such as being overcharged, you should complain to the company who runs the service or your phone network. If they fail to resolve your complaint quickly or you’re unable to find out who runs the service you can complain to PhonepayPlus. We regulate premium rate services in the UK and can offer you free advice or investigate the problem on your behalf.
Why complain about a premium rate service
You may want to complain about a premium rate service for one of the following reasons:
- the cost of the text or call isn’t stated
- misleading claims are made about the service
- the content is offensive
- the service is unnecessarily long which makes it expensive
- a prize is promised but isn’t delivered
- a request to stop the service is ignored
Who to complain to about a premium rate service
If you have a complaint about a premium rate service you should complain to:
- the company that runs the service
- PhonepayPlus (if you’re unable to contact the company or they fail to resolve your complaint)
If you don’t recognise the number you want to complain about, you can enter the number into Number Checker to check if we have the name and contact details for the company running the service.
How to complain to PhonepayPlus
You can complain to PhonepayPlus by:
- completing our online complaint form
- calling our free helpline on 0800 500 212 (open 9pm-5pm Monday to Friday, excluding bank holidays)
- writing to PhonepayPlus, Freepost, WC5468, London SE1 2BR