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.
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 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). During this time we are busier than usual, so if you can't reach us by phone, please log your report online at the link below. We appreciate your patience during this period.
- report an issue online
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.