ITV’s Customer Care, Complaints Handling and Refund Policy relating to Premium Rate Services provided by ITV (“Policy”)
ITV’s Customer Care, Complaints Handling and Refund Policy relating to Premium Rate Services provided by ITV (“Policy”)
1. Introduction
At ITV we are committed to providing excellent customer care and resolving all complaints in a timely manner and our customer and viewer services team is available from 6am to 8pm Monday to Friday (excluding UK public holidays) to respond to your queries and complaints.
2. If you have a query relating to one of our competitions, votes or charitable appeals
If you have a query relating to one of our competitions, votes or charitable appeals, please see our ITV Win FAQs here and our general FAQs in relation to interactivity at ITV here.
If you can’t find the answer you’re looking for in our FAQs, please contact us by filling out this form.
Alternatively you can e-mail us at itvihelp@itv.com including all of the following information:
your name;
details of your query;
details of the competition, vote or charitable appeal e.g. any programme to which is relates, the prize, etc
your mobile phone number;
device used to participate in the PRS e.g. SMS, online at itv.com/win or phone; and
additional supporting information for your enquiry.
Please provide as much information as possible in order that we can handle your comment or query effectively.
If you contact us, you’ll receive an automated response to confirm we’ve received your message. We will then read each message and individual responses will be sent as soon as possible, but in any event, within 5 working days.
If your query requires assistance from other departments within ITV, a resolution may take longer, however we will endeavour to resolve all queries within 30 working days and will keep you informed of its progress.
3. Making a PRS-related complaint
If you are unhappy with any of our premium rate services, you can make a complaint by e-mailing itvihelp@itv.com including all of the following information:
your name;
details of your complaint;
how you would like us to contact you about your complaint;
any information around how you would like your complaint to be resolved; and
additional supporting information for your complaint.
If you contact us, you’ll receive an automated response to confirm we’ve received your message. We will then read each message and individual responses will be sent as soon as possible, but in any event, within 5 working days.
We may ask you to provide further information to aid with our investigation of your complaint. We may also need to gather information from other departments within ITV and/or escalate the complaint, as appropriate. This may include liaising with our legal and compliance departments and senior management, where appropriate.
We aim to fully resolve all complaints within 30 working days of initial contact but we usually resolve complaints much quicker than this. Where our review exceeds 30 days, we will contact you to inform you of the reasons for the delay and indicate to you when we expect to be in a position to complete our review of the complaint.
If you’re unhappy with how your complaint has been handled by ITV, an appropriate regulator. Details of these organisations can be found in section 7 below.
4. Refunds
From time to time, you may contact us to request a refund for one of our paid services.
Any refunds requested in relation to any of our competitions, votes or charitable appeals will be decided on a case by case basis, taking into account all of the facts relating to that particular circumstance, including but not limited to, compliance with any terms and conditions relating to that interactivity.
Where there has been a technical issue and your competition entry or vote is invalid but you have still been charged, we will automatically issue you with a refund, where technically possible. Where an automatic refund is not technically possible, we will contact you to arrange this refund. Please note that whilst we try to refund you via the method that you used for your initial payment, this is not always possible and we may issue your refund via an alternative method. We will contact you to inform you that you are due a refund and how you can claim this.
Any refunds confirmed payable by ITV will be issued within 14 days.
All refunds are at ITV’s sole discretion and ITV’s decision is final.
5. Accessibility
The accessibility of our services is important to us. If you are having difficulty getting in touch with our customer services and require an alternative method of contact for response then please let us know as we will always try and make an adjustment to engage with you in the most appropriate way. Please complete and submit this form.
6. Personal Data
Any personal data you provide to us when you contact us via any of the methods listed above will be processed in accordance with our Privacy Notice.
7. Further action you can take
If you’re unhappy with how your complaint has been handled by ITV, you can contact other relevant bodies who may be able to assist with specific complaints.
The Advertising Standards Authority (ASA)
ITV is one of a number of commercial broadcasters that generates revenue via selling air space to companies wishing to advertise on television. All advertising is checked to ensure it meets the legal requirements of The Communications Act 2003. If you’re unhappy about an advertisement please contact the ASA with your complaint. The ASA is the UK’s independent advertising regulator and makes sure ads across UK media stick to the advertising rules (the Advertising Codes). These legal obligations are set out as regulatory principles and rules in the UK Code of Broadcast Advertising (BCAP Code) Rules and Guidance. The investigation of complaints about apparent breaches and enforcement of the BCAP Code is undertaken by ASA. You can make a complaint here: www.asa.org.uk
Phone-paid Services Authority (PSA)
ITV runs a number of premium rate services (usually in the form of competitions, votes and charitable appeals). Where you opt to participate in these services and charge these to your telephone bill, this will be regulated by the PSA. The PSA ensures that anyone providing premium rate services abides by the PSA’s Code of Practice. You can make a complaint here: https://psauthority.org.uk/
The Office of Communications (Ofcom)
ITV is able to provide programmes to you through a broadcast licence granted by Ofcom. If you are unhappy with any of our programming, you can make a complaint here: https://www.ofcom.org.uk/home
The Information Commissioner’s Office (ICO)
ITV is committed to protecting your personal information at all times when interacting with our services. If you are unhappy with how ITV has handled your query or complaint relating to use of your personal data, you can contact the ICO here: www.ico.org.uk