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Complaints procedures for
Premium Rate Services (Telephone & Internet)
| General
Comment- |
The
Independent Committee for the Supervision of Standards of Telephone Information
Services (ICSTIS) is the independent body responsible for regulating the
content and promotion of all phone services (which includes telephone, fax,
internet and digital TV) charged at a premium rate. All premium rate services
should be advertised on a dialling code beginning with '09'. ICSTIS handles
complaints, monitors services and advertising, ensuring that companies follow
ICSTIS's Codes of Practice (view ICSTIS website -link below-for details
of their Codes of Practice).
If your complaint is not with respect to a premium rate call, howtocomplain.com
can guide you to the information on other telephone and related services.
For information regarding removal of your contact details from telephone
and fax marketing services click
here. For complaints regarding other telephone services, please review
the telecommunications menu by clicking
here.
If you want to air your views on policy why not use our Open
Forum facility to post a message or opinion for others to see and respond
to. |
| Step
1 - |
You should direct
your complaint or enquiry to ICSTIS in the first instance. ICSTIS will
either deal with your complaint themselves or where appropriate, will
put you in touch with the company for you to pursue your complaint directly.
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| Step
2 - |
Go straight to step
3.
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| Step
3 - |
If, following initial
referral from ICSTIS, you dealt with the company directly and you were
unsatisfied with the resolution, you can contact ICSTIS again to escalate
your complaint.
If ICSTIS took up the complaint directly on your behalf and you are unsatisfied
with the process or outcome, go to Step 4.
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| Step
4 - |
Court: Failing
all else you can still go to court to resolve your dispute. Details of
small claims court and other procedures are given in the Legal Section
of this site. You can also contact the Community Legal Service (justask.org.uk)
that gives access to free advice. Otherwise your local Citizens' Advice
Bureau will give you advice and will sometimes organise free legal representation
for you.
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If you are at all unsure
about any of these steps or would like further information please use the list
of Information links given below. If you click on the  icon the relevant site will open a new window.
Links to Information
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Independent
Committee for the Supervision of Standards of Telephone Information Services
(ICSTIS) |
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Trading
Standards Central website offers a post code search facility to find your
local office. It also offers plenty of advice and leaflets on a whole variety
of trading standards issues. |
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The Office of Communications
(OFCOM) site |
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The British Telecom
web site |
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The
National Association of Citizens' Advice Bureaux offers a post code search
facility to find your local office. |
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The National
Association of Citizens' Advice Bureaux Adviceguide website offers lots
of advice and information for consumers. |
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Government
Consumer Gateway website |
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The Office of Fair Trading website offers advice on a variety of general
consumer issues. |
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Community
Legal Service's Just Ask! website provides links to a wide variety of quality-checked
sites for more information. It is also home to the online version of the
CLS Directory, which provides details of over 10000 solicitors and advice
agencies |
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