Phonepay plus (ICSTIS - UK based premium text service regulator)

I really don't like buying something to be given a faulty service and thrown pillar to post to resolve it. Support doesn't reply, the e-mail address given to contact states the service is nothing to do with them and mods on here just kick off any post criticising the text service. So I've reported it.

If the service is broken it should say so and not carry on taking texts and money off customers. Poor show.



The regulator response:

Phonepay plus will look at the information you have supplied and assess whether there has been a breach of our Code of Practice - this will trigger a formal investigation.

PhonepayPlus aims to resolve all complaints where we have the evidence to do so. Our investigation process is very detailed and can take up to 12 weeks to complete. We may need to contact you for further information and we will also question the company running the service. A report is then presented to the PhonepayPlus Board who will reach a decision on the case,

If we decide a breach of our Code of Practice has taken place, the company running the service must immediately make necessary changes to  the service and/or its promotional material.


In addition, the PhonepayPlus may decide to take the following action:

- stop the companies from running certain types of services
- impose a fine - up to a maximum of £250 000
- order reasonable and valid refunds to be paid to the complaints