1. About Our Service

1.1 Caller Centre Ltd provide an easy-to-use UK based Information, Connection and Signposting Service (ICSS) which is registered with and regulated by the Phone-paid Services Authority (PSA) who are the UK regulator for content, goods and services charged to a phone bill. You can find out more about the PSA and ICS Services on their website https://psauthority.org.uk/.

1.2 Our call connection service connects you to the organisation you need to speak to quickly and simply via our premium rate telephone numbers. Each landing page on our website provide you with information about the relevant organisation (including their opening times and contact details) and a premium rate number you can call. Please ensure that you have a pen and paper ready as when you call this number you will be read the direct number for the company before being given the option to be connected through to them.

1.3 When you call our number from a mobile phone (and your number is not withheld) you will also be given the option to receive the company’s direct number for future use along with a link to their website and their opening times. If you opt-in to receive this information you will receive it via either a billable or free SMS to your mobile handset. The price of this SMS is clearly stated on the landing page, including the associated cost. By using our services, you acknowledge and agree that we may send you a free or billable SMS text message in this way. We will not send you a text message in any other circumstances.

1.4 The cost of calling 09 numbers is made up of two parts: an ‘Access Charge’ going to your phone company, and a ‘Service Charge’ set by Caller Centre. All of our promotions clearly detail the Service Charge you will incur by using our services.

1.5 Access Charges are an additional charge which is charged by your phone company on top of the Service Charge from Caller Centre. This charge is not set by us, and we have no control over it. Access Charges will vary depending on your phone company and can range from 8p to 67p per minute. Please contact your network provider to find these exact charges are before using our service.

For reference, you can find out more about access charges set by your network and the cost of calling on the Ofcom website: https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/how-much-does-a-phone-call-really-cost

2. Customer Enquiries

2.1 We take pride in offering a cost-effective, useful service so in the unlikely event that you are not totally satisfied with the service you have received from Caller Centre, please let us know as soon as possible.

2.2 Please visit our customer support portal in the first instance; we’ve created a range of helpful articles that answer the most common questions or queries. You can also raise a ticket to request a refund of your service charges if you are not entirely satisfied with the service you have received from Caller Centre. We aim to respond to all refund requests within 3 working days of receipt (and no later than 5 working days), excluding bank holidays. For any queries that are not answered by the support portal, please write to us directly.

2.3 We will investigate your enquiry or complaint and will update you with our findings and provide reasons for our decision. Where we reasonably consider that a valid and legitimate complaint has been made, we will inform you of this and provide you with an estimated date by when we aim to have processed the refund. Refunds are processed in accordance with paragraph 3 below.

2.4 You can contact us using the following methods:

• Webform: via our customer portal: https://caller-centre.co.uk/contact/
• Telephone: 0800 044 1053
• Post: Caller Centre Ltd. 71-75 Shelton Street, Covent Garden, London, England, WC2H 9JQ

2.5 To help us resolve your enquiry as quickly as possible, we require:

• Your name
• Your email address
• Your telephone number
• 09 number dialled
• A copy of your phonebill showing the charges
• Bank account details

2.6 In most situations, where a consumer is not entirely satisfied with the service they have received from Caller Centre, an ex-gratia refund will be offered via cheque of the Service Charges incurred, on the understanding that this is without prejudice and is hopefully seen as a real gesture of our goodwill.

2.7 Caller Centre is not responsible for your phone provider’s Access Charge. This is an additional charge which is charged by your phone company on top of the Service Charge from Caller Centre. This charge is not set by us, and we have no control over it. Refunds of access charges should be directed to your network provider in the first instance as they impose and collect this charge, not Caller Centre. Any refunds which may be processed by Caller Centre for Access Charges are provided as an ex-gratia payment and do not form part of our standard refund policy.

2.8 To process a refund, we will require a copy of the user’s phone bill so that we can verify the use of our service. We have no interest in any other call / billing data so this information should be removed / struck out as appropriate.

2.9 Once the calls to our service have been verified and we have determined that a refund is the appropriate remedy in line with paragraph 2.3 above, a refund cheque will be sent via post to the name and address shown on the phone bill. We aim to issue refunds promptly and in any event within 14 working days of your initial complaint. Please note that we are unable to refund charges directly to your phone bill account, as this is out of our control. However, if you have any difficulties in processing a cheque with your bank, please let us know and we can discuss alternative refund options with you.

3. About This Policy

3.1 This policy was last updated on 18/09/2023 and applies in respect of all use of our ICS Service from that date until the policy is further updated.

3.2. Any changes to this policy will be published and dated.

3.3 If you have any questions or queries about this policy, please contact us using the available contact routes listed in paragraph 2.4 above.