Complaints about us

PhonepayPlus has a formal policy and process to deal with complaints about the organisation and its conduct. We have appointed Hilary Bainbridge as the Lay Assessor who will independently review such complaints.

Any individual or organisation that has contact with PhonepayPlus can make a complaint about the regulator’s conduct. For example, a consumer who had complained to us about a premium rate service and thought that we had misunderstood a significant part of the original complaint could use this new process. Or a premium rate provider that thought we had not followed our own published procedures could also complain. The new process consists of two internal stages before the complaint can be formally referred to the Lay Assessor for review.

Please click here to view the PhonepayPlus’ formal complaints policy and process .  

The independent Lay Assessor: Hilary Bainbridge

Hilary Bainbridge has over 25 years’ experience of dealing with management issues and providing independent adjudications on complaints about various organisations.

After managing project work for the Audit Commission, Hilary was a Director of Investigations for the Health and Parliamentary Ombudsman’s Office for eight years, before becoming Deputy Local Government Ombudsman for the North of England. Since 2005, she has been Waterways Ombudsman (adjudicating on complaints about British Waterways), spent a period of time as a Mental Health Act Commissioner and has done further work from time to time for the Parliamentary and Health Service Ombudsman.

Hilary is currently also a Member of the Council overseeing the governance of the Property Ombudsman scheme, an Independent Member of the Standards Committee of North Yorkshire County Council and a Governor of York College.