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Premier Ventures (previously trading as Umbrella Support Limited)

Publication Date
3 December 2019
Case Reference
141951
Procedure
Track 2
Adjudicated Party
Premier Ventures (previously trading as Umbrella Support Limited)
Service Type
ICSS
Tribunal's final assessment
Very Serious
Sanctions
4.8.3 (b) Sanctions
4.8.3 (c) Sanctions
4.8.3 (i) Sanctions
4.8.3 (g) Sanctions
4.8.3 (d) Sanctions
Breaches raised
Code 13 2.2.2 Transparency and Pricing
Code 14 2.2.2 Transparency and Pricing
Code 13 2.2.7 Rules relating to pricing
Code 14 2.2.7 Rules relating to pricing
Code 13 2.3.2 Fairness
Code 14 2.3.2 Fairness
Code 13 2.6.1 Complaint handling
Code 14 2.6.1 Complaint handling
Code 13 3.11.3 Special conditions
Code 14 3.11.3 Special Conditions
Code 13 3.4.8 Registration
Code 13 3.11.3 Special conditions
Code 14 3.11.3 Special Conditions
Summary

The case concerned a call connection service (the “Service”) operating on premium rate numbers (“PRN”) 09055952952 (“PRN 1”) and 09055958958 (“PRN 2”).

The Level 2 provider for the Service was Premier Ventures Ltd formally known as Umbrella Support Limited (which is what it will be referred to within this document) and Raptor Telecom Limited. Its trading name was UK Services & Support (the “Level 2 provider”). The Level 2 provider had been registered with the Phone-paid Services Authority (the “PSA”) since the 18 July 2011.

The Service was a call connection service that offered a connection to HM Passport Office. The Service cost £1.50 for the first minute and £1.50 for each additional minute plus network access charges.

Having regard to all the circumstances of the case, the Tribunal decided to impose the following sanctions:

• a formal reprimand

• a requirement that the Level 2 provider seeks compliance advice regarding the Service promotions by ensuring that it addresses issues around transparency, pricing, misleading promotions and the Special conditions for ICCS services. Such compliance advice must be implemented to the satisfaction of PSA before customers are charged.

• a prohibition on the Level 2 provider from providing, or having any involvement in, any premium rate service for a period of five years, starting from the date of publication of the Tribunal decision, or until compliance advice has been implemented to the satisfaction of PSA and payment of the fine and the administrative charges in full, whichever is the later

• a requirement that the Level 2 provider 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 that such claims are not valid, and provide evidence to PSA that such refunds have been made

• a fine of £200,000.

Administrative charge: 100%