Consultation on PSA Guidance on refunds

13 January 2020

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

The Phone-paid Services Authority’s (PSA) is concerned that consumers’ experience 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.

For more details and how to respond, read the full consultation

The consultation closes on 24 February 2020.

Update on 10 June 2021:

The consultation was suspended in March 2020 due to the pandemic and work on refunds has been brought into the development of our draft new Code of Practice – Code 15. Following requests from respondents and in the interests of transparency, all non-confidential responses are published below:



Customer Calls Ltd


Mobile Commerce & Other Media Ltd

Mobile Commerce Solutions Ltd

Numbers Plus


Tom Deacon

Tom Deacon (email)