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Complaints About Us

Phone-paid Services Authority has a formal policy and process to deal with complaints about the organisation and its conduct. We have appointed Emma Boothroyd as the Lay Assessor who will independently review such complaints.

Any individual or organisation that has contact with Phone-paid Services Authority can make a complaint about the regulator’s conduct.

For example, a consumer who had complained to Phone-paid Services Authority about a phone-paid service and thought that we had misunderstood a significant part of the original complaint could use this process. A service provider that thought we had not followed our own published procedures could also complain.

The process consists of two internal stages before the complaint can be formally referred to the Lay Assessor for review. Please see this guide for more information. 

The independent Lay Assessor: Emma Boothroyd

Emma Boothroyd has over 16 years’ experience in legal work, with a strong background in regulatory law and consumer protection. After practicing as a qualified Solicitor and Barrister in employment law, family law, crime and personal injury, Emma then worked as an adviser and adjudicator for the Solicitors Regulation Authority. She was a member of Phone-paid Services Authority’s Code Compliance Panel between 2008 and 2013.

Emma’s other work includes roles with the Council for Licensed Conveyancers, the Nursing and Midwifery Council (Fitness to Practise), the Financial Ombudsman, the Police misconduct Panel for three forces in Wales and the General Medical Council.