January 20, 2020

The PSA says that it is concerned that consumers’ experiences of seeking and obtaining a refund for a phone-paid service are not always as good as they could be.

The new General Guidance aims to improve this experience by setting out the PSA’s expectations of companies’ refunds processes. These include that:

• seeking a refund should not unduly cost the consumer time, effort or money;
• consumers should be kept informed throughout the process; and
• when a refund is processed, it should be given without undue delay.

Responses must be received by 24 February 2020. To access the consultation, click here.