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Heidi Corkhill trading as Call Support

Publication date 15 March 2023
Case reference 185532
Procedure Enforcement
Adjudicated party Heidi Corkhill trading as Call Support
Service type ICSS
Sanctions Code 15 - 5.8.5 (b)
Code 15 - 5.8.5 (c)
Code 15 - 5.8.5 (d)
Code 15 - 5.8.5 (g)
Code 15 - 5.8.5 (i)
Breaches raised Code 14 - 2.2.7 Rules relating to pricing
Code 14 - 2.3.1 Fairness
Code 14 - 2.3.2 Fairness
Code 14 - 2.6.1 Complaint handling
Code 14 - 4.2.3 Obligations of Providers of premium rate services

This case was brought against Heidi Corkhill trading as Call Support (“the Merchant”) under Paragraph 5.4 of the 15th Edition of the Code of Practice (“Code 15”).

The merchant is based in the UK and provides an Information, Connection and Signposting Service (“ICSS”) to consumers in the UK (“the Service”).

The Service connects consumers to a variety of organisations including, the DVLA, EON, Department of Work and Pensions (“DWP”) and Scottish Power.

The concerns regarding the Service were first highlighted to the PSA by way of a complaint received on 4 March 2020. By 2 April 2022 the PSA had received 161 complaints about the Service.

The nature of the complaints received were that consumers were misled into using the Service, that they were not made aware of the costs of the Service and that they were unaware that it was a premium rate call connection service, as well as expressing concerns regarding the customer service provided by the Merchant.

The Tribunal concluded that the seriousness of the case should be regarded overall as very serious

Sanctions imposed:

  • a formal reprimand 
  • a requirement that the Merchant submit all categories of its services and/or promotional material to the PSA, for compliance advice from the PSA for a period of three years. Any compliance advice given by the PSA must be implemented within 14 days to the satisfaction of the PSA. The PSA may require payment of a reasonable administrative charge by a relevant party for compliance advice it provides pursuant to this sub-paragraph. 
  • a requirement that the Merchant is prohibited from providing or having any involvement in any PRS or promotion for one year, starting from the date of publication of the Tribunal decision. 
  • a requirement that the Merchant must refund all consumers who claim a refund for the full amount spent by them on the Service, within 30 days of their claim, save where there is good cause to believe such claims are not valid, and provide evidence to the PSA that such refunds have been made
  • a fine of £1,150,000 broken down as follows: 

    Breach 1 - Rule 2.3.1 – Fair and equitable - £250,000
    Breach 2 - Rule 2.2.7 – Pricing prominence and proximity - £250,000
    Breach 3 - Rule 2.3.2 – Misleading - £250,000
    Breach 4 - Rule 2.6.1 – Complaint handling - £150,000
    Breach 5 - Paragraph 4.2.3 - Failure to provide information - £250,000.

Administrative charge recommendation: 100%

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