PSA publishes draft guidance to improve consumers' experiences of getting a refund

13 January 2020

The guidance seeks to ensure consumers are refunded quickly, easy and conveniently.

The Phone-paid Services Authority (PSA) is concerned that consumers’ experiences of seeking and obtaining a refund for a phone-paid service are not always as good as they could be. The new General Guidance aims to improve this experience by setting out the PSA’s expectations of companies’ refunds processes. These include that:

Seeking a refund should not unduly cost the consumer time, effort or money
Consumers should be kept informed throughout the process
When a refund is processed, it should be given without undue delay.

Read the full consultation here and send any responses by 24 February 2020.