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PhonepayPlus publishes easy-to-follow guide on handling complaints and investigations

14 December 2010


PhonepayPlus today published a schematic that illustrates how we deal with complaints about services.


This schematic is an aid to industry and consumers, explaining our informal resolution and formal investigative procedures. The document is a visual interpretation of our procedures, both informal and those outlined in Part Two of the Code of Practice (11th Edition, Amended April 2008). It also clarifies what we expect of providers and your rights as a provider if you find you are the subject of a PhonepayPlus procedure.

Paul Whiteing, PhonepayPlus’ Chief Executive, said:

"We are very pleased with the schematic as a tool for explaining what can sometimes seem to be complicated procedures and processes. We believe this is a clear guide to help providers understand both the regulator’s role in the procedure and what they, as a provider, should expect and what they should do if they are involved in a procedure.

"We welcome industry’s feedback both on the schematic and other areas where we can work together to more effectively communicate to industry, helping to build a more compliant market and consumer confidence".

Please click here to view the schematic.