Complain about a premium rate phone charge or text message
If you have an unexpected premium rate charge on your phone bill, you should first get in touch with the company running the premium rate service to make a complaint and get a refund. Most companies will have a complaints procedure that you can follow.
If the charge came from you calling a telephone helpline, you won’t get a full refund - you’ll just get the difference between what you paid and what the call would’ve cost if you’d called a basic rate number.
Report an unexpected premium rate charge
You can report a company to the Phone-paid Services Authority if you think they didn’t make it clear that a phone number was premium rate. You can also report a premium text message service if you think the company didn’t make the costs clear enough.
Premium rate numbers include 118, 0870, 0871, 0872, 0873, 070 and 09 numbers.
Phone-paid Services Authority (PSA)
Telephone: 0300 30 300 20
Monday to Friday, 9.30am to 5pm