We are still available for contact during this COVID-19 lockdown. Our Service Information team are on hand to offer information and advice to consumers both online and by phone.
Before contacting us, please see I've been charged, what next? which tells you what to do if you have an unexpected phone charge.
If you still need to contact us, you can either:
report an issue online
report an issue by phone on 0300 30 300 20 (calls to 03 numbers should cost no more than geographic 01 or 02 calls and may be part of inclusive minutes subject to your provider and your call package). Our call centre is open Monday to Friday between 09:30 and 12:30. Outside of these hours, should you wish to report an issue online, please use the link above.
Before you contact us please make sure you have the following information to hand:
the name of the service provider or the phone-paid service number involved
a copy of the text message itself confirming the subscription or the payment
any other information on your telephone bill that might help identify the service.
Please note that we are a regulator, not an ombudsman and therefore we don’t mediate between individual consumers and service providers. However, your reported issue is important to us. We have the power to investigate potential breaches of our Code of Practice and to take action. Your reported issue provides valuable evidence to us. If the service provider you report an issue about is subject to an adjudication, the independent Code Adjudication Panel may order refunds.