All complaints are handled in a fair, transparent, and timely manner.

Acknowledgement:
Complaints are acknowledged within 24 hours, Monday to Friday, excluding public holidays.

Initial Review:
We review the nature of the complaint, including call/chat logs and billing records.

Investigation:
Once the relevant information has been received, we will investigate the complaint and provide a clear response.

Where applicable, the complainant may be asked to provide supporting evidence, including:

• An itemised phone bill showing the relevant premium-rate charge
• Confirmation that they are the bill payer or authorised account holder
• The date and approximate time of the call or chat
• The phone number used to access the service
• Any additional information that may help us investigate the complaint

Refund requests are reviewed on a case-by-case basis.

A refund may be considered where there is evidence of incorrect charging, billing error, unauthorised use, or where the service was not provided as described.

Refunds may not be approved where the service was used correctly, the charges were clear, and no billing error is found.

Customers will be informed of the outcome after the complaint or refund request has been reviewed.