Regulator fines company £250,000 after it failed to handle consumers’ complaints properly

16 April 2020

The Phone-paid Services Authority (PSA) has fined Itech Logic Ltd after it committed three breaches of its Code, which included failing to handle consumers’ complaints properly.

Itech Logic charged people up to £4.50 a week to answer questions for a chance to win prizes. The PSA’s investigation found some consumers struggled to contact the company – one complainant said they tried “around 3 times by email and 4 times by phone but have not had a response”. 

There were significant delays in consumers receiving their refunds where they were provided and in some cases Itech Logic only issued partial refunds, for example one complainant who spent £252 only received £36. Customer service and complaints handling are very important, and our Code contains clear requirements for industry, which you can read more about on our blog.

The PSA Tribunal found Itech Logic has committed three breaches, around complaints handling, registration and the provision of false or misleading information. The Tribunal imposed a number of sanctions, including barring the service until the breaches have been remedied and issuing a fine of £250,000. Read the Itech Logic decision in full here.