UK Customer Care and Complaints Policy

This policy applies to consumers in the United Kingdom using controlled premium rate services provided by or through Pulse Digital B.V.

We are committed to dealing with consumer enquiries and complaints in a clear, accessible and timely manner.

Consumers may contact us with any enquiry or complaint using the contact form available on this page or by using the contact details provided below. Submitting an enquiry or complaint through the contact form is free of charge. Where a telephone number is provided, calls will be charged at no more than the basic rate.

We will use our best endeavours to ensure that calls received from consumers are answered between 9:00 am and 6:00 pm on working days.

Where an enquiry or complaint is submitted by email, contact form or any other written method, we will acknowledge receipt within five working days from the day on which the enquiry or complaint is received.

We will keep consumers informed, at appropriate intervals, about the status and progress of their enquiry or complaint.

We will use our best endeavours to resolve the issues raised by the consumer and will provide our determination without undue delay.

Where appropriate, we may provide a refund or other form of redress in respect of matters that form the subject of a valid complaint.

We will make and keep appropriate written records of consumer enquiries, complaints and any determinations made in respect of them.

If a consumer remains dissatisfied with the handling or resolution of their enquiry or complaint, they may refer the matter to Ofcom.

Ofcom can be contacted through its website at Home or by telephone onor.

Merchant contact details:

Pulse Digital B.V. Wilhelminastraat 14, 2011VM Haarlem, The Netherlands