Regulating to build consumer trust in phone-paid services
PhonepayPlus is the organisation that regulates products or services - such as competitions, TV voting, helplines, adult entertainment, downloads, new alerts or interactive games - that are charged to users' phone bills or pre-pay accounts.

What happens next?

 

Phonepay plus will look at the information you have supplied and assess whether there has been a breach of our Code of Practice - this will trigger a formal investigation.

PhonepayPlus aims to resolve all complaints where we have the evidence to do so. Our investigation process is very detailed and can take up to 12 weeks to complete. We may need to contact you for further information and we will also question the company running the service. A report is then presented to the PhonepayPlus Board who will reach a decision on the case,

If we decide a breach of our Code of Practice has taken place, the company running the service must immediately make necessary changes to  the service and/or its promotional material.


In addition, the PhonepayPlus may decide to take the following action:

  • stop the companies from running certain types of services
  • impose a fine - up to a maximum of £250 000
  • order reasonable and valid refunds to be paid to the complainants

Click here to be directed to see copies of all PhonepayPlus adjudications.