0844 Numbers

baz8755

I recently tried to contact a company and found a number prominently displayed on there website alongside details of the operating hours.

I called the number and was on hold for nearly 10 minutes before talking to someone.

And you guessed it, it was an 0844 number and I have now got a £6+ bill for the call from my mobile provider.

OK I admit I should have been more savvy however my question is concerning the laws regarding the way such numbers are advertised. The number had no warning about any form of charges and it was only by clicking on the contact us page that alongside all the other methods of contact in a small font the number and details about charging were displayed.

My suspicion is that things have been done this way to catch the unwary customer and hit them with a nice expensive call to make a bit of extra income.

I am wondering what exactly the law is regarding the displaying of contact number details and whether I have any recompense due to the misleading way this number was presented.

grumbler

The only law I know is that financial services companies have to offer alternative numbers for all customers and so have other companies for their existing customers.


Say No To 0870 - MSE article

baz8755

I have just found this

https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/advice/uk-calling/uk-calling-for-businesses

Which states

..If your business or organisation is contacted on a number beginning 084, 087, 09 or 118, you must ensure that your service charge is clearly displayed wherever you advertise or promote that number. The service charge should be prominent and in close proximity to the number itself. The recommended form of wording is:

“Calls cost xp [or xp per minute] plus your phone company's access charge.”

This is likely to mean that your service charge should be provided alongside the related number in all communications directed towards current or potential users of the service, where the use of the number is promoted or advertised.....

This would suggest to me that displaying the number without the warning falls foul of Ofcom regulations.

grumbler

The thing is that the "service charge" is capped by 7p/m.
Most likely the lion share of your £6 is your "company's access charge"


What MSE say is " If you see an 084, 087, 09 or 118 number advertised without the service charge clearly displayed alongside, consider reporting it to the Advertising Standards Authority "

d123

baz8755 wrote: »

I recently tried to contact a company and found a number prominently displayed on there website alongside details of the operating hours.

Who is the company/website? It would be easier to comment after seeing the page concerned.

baz8755

Unfortunately I was unable to say who the company were as I was in the process of trying to get them to refund the cost of the call whilst at the same time trying to prove their transgression.

As s result of my emails they have now changed their website and given me store credit to cover the cost of the call, a situation I am not entirely happy with but I suppose it's better than nothing.

The store in question was Shopto.net

Ian011

If this was an after-sales enquiry, it's illegal for an 084, 087 or 09 number to be offered. The BIS regulations require the call charges (both the access charge and the service charge) to be refunded by the vendor. Report to Trading Standards via the Citizen's Advice national Consumer Helpline.

Where 084, 087 or 09 numbers remain in use, Ofcom regulations require the call charges to be stated immediately adjacent to the number everywhere the number is advertised or promoted. Report to ASA.

flashg67

Their 'contact us' page does state the costs - https://www.shopto.net/help/contact-us

Ian011

flashg67 wrote: »

Their 'contact us' page does state the costs - https://www.shopto.net/help/contact-us

It does now, but it didn't back then. And, usage of that number for after-sales enquiries is illegal.

d123

flashg67 wrote: »

Their 'contact us' page does state the costs - https://www.shopto.net/help/contact-us

Customer service has to be 01/02/03 or 0800.

grumbler

Well, I guess the law isn't as strict as you imply and doesn't say that a company must offer a telephone number for the existing customers.

If you are an existing ShopTo account holder you can create a customer support ticket through your account or email support@shopto.net. One of our representatives will strive to respond as soon as possible and deal with your query. To access the contact centre please click here.

For other inquiries it doesn't have to be 01/02/03 or 0800