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Connect You Limited

Publication date 04 April 2023
Case reference 188306
Procedure Enforcement
Adjudicated party Connect You Limited
Service type ICSS
Tribunal's final assessment Very Serious
Sanctions Code 15 - 5.8.5 (b)
Code 15 - 5.8.5 (c)
Code 15 - 5.8.5 (d)
Code 15 - 5.8.5 (g)
Code 15 - 5.8.5 (i)
Breaches raised Code 14 - 2.2.7 Rules relating to pricing
Code 14 - 2.3.2 Fairness
Code 15 - 3.2.1
Code 15 - 3.3.2
Code 14 - ICSS special condition 3
Code 15 - Requirement 3.2.2 (g)

This case was brought against Connect You Limited (“the Merchant”) under Paragraph 5.4 of the 15th Edition of the Code of Practice (“Code 15”).

It concerns an Information, Connection and Signposting Service (“ICSS”) provided by the Merchant (“the Service”). The Service was a Type 1 ICSS which connects consumers to 29 different organisations, including HMRC, DVLA, British Gas, O2 and Apple. The calls to the Service cost £3.60 per minute plus the network’s access charge.

The PSA received 408 complaints regarding the Service. The first complaint was received on 6 August 2020. The main complaint period was between September 2020 and May 2021. However, the most recent complaint was received on 11 October 2022. The complainants alleged that they did not see pricing on the promotional material and landing page for the Service. They also allege that they thought they were contacting the advertised organisation directly.

The Tribunal concluded that the seriousness of the case should be regarded overall as very serious.

Sanctions imposed:

  • a formal reprimand
  • a requirement that the Merchant seeks compliance advice from the PSA and implements it to the satisfaction of the PSA in relation to the operation and promotion of this Service and any future Services, for a period of five years from the publication date
  • the prohibition of the Merchant from any involvement in any PRS or promotion of PRS for a period of three years starting from the date of publication
  • a requirement that the Merchant must refund all consumers who claim a refund for the full amount spent by them on the Service, within 28 days of their claim, save where there is good cause to believe such claims are not valid, and provide evidence to the PSA that such refunds have been made
  • a fine of £750,000 broken down as follows: 

Breach 1 - £250,000
Breach 2 - £250, 000
Breach 3 – £250,000.

Administrative charge recommendation: 100%

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