We use cookies to ensure that our site works correctly and provides you with the best experience. If you continue using our site without changing your browser settings, we'll assume that you agree to our use of cookies. Find out more about the cookies we use and how to manage them by reading our cookies policy. Hide

How to complain online about a premium rate number or phone bill

The complaint form we will ask you to complete is split into 3 main sections and is structured in such a way as to gather as much information as possible. It is important we request this information to ensure we can fully investigate your complaint.

  1. First, after you have entered the number you are complaining about, we will let you know the type of service the number relates to and the name of the company operating the service (if we have this information). This may be useful as a reminder if you cannot recall using the service.
  2. You will then be asked to enter personal information such as your name, address and contact details and the phone or mobile network you use. This will enable us to notify you of the outcome of our investigation. We will also ask for information about when you were charged on your phone bill for using the service.  Please try to have this information to hand when making your complaint.
  3. Finally, we will request specific information about the service itself and question why you wish to complain. Please enter as much information here as you can as this will be important in enabling us to fully investigate the service.

Please remember, if you encounter any problems along the way you can always call our helpline to speak to a contact centre advisor on 0800 500 212 (open 9.30am - 5pm Monday to Friday).

Find out what happens next after filling in the complaint form.