Complaining to PSA

Step 3 – Make a complaint to the Phone-paid Services Authority

If you have been signed up without consent to one of these premium rate services it really is important that you report it.

It it contrary to the PSA Code of Conduct to sign people up for these services without their consent, and these companies need to be shut down quickly. Your complaint may help others.

Before complaining you need to know the following.

  1. The premium rate service the number relates to. This can be retrieved either from your text message confirmation or your phone bill.
  2. The name of the company providing the premium rate service.
  3. Your personal details, such as your name, address and contact details.
  4. The name of your phone or mobile network.

You do not need to attach a copy of your phone bill to make a complaint to PSA.

To make a complaint:

Go to the number checker on the PSA website: https://psauthority.org.uk/about-us/number-checker.

Put in the shortcode you are complaining about and click ‘Check it!’. You may need to complete a Captcha challenge in order to proceed to the next stage.

The next screen shows details of the company(s) responsible for the shortcode. Towards the bottom of the page there is ‘If you are unsatisfied with the outcome from the service provider, please get in touch with us here.’. Click on ‘here’ and you will be taken to the complaint form.

The more information you can include in your complaint, the easier it will be for PSA to take action.

If you find the online process too cumbersome you can complain by ‘phone on 0300 30 300 20 (Monday – Friday, 9.30am – 5pm, excluding bank holidays). This is charged as a normal landline call.

You can also contact them via Facebook messenger.

If you still have problems making a complaint, contact me through this site for help.

After complaining to PSA you need to consider how to protect yourself from these scams in the future.

Step 4 – Protect yourself

13 Replies to “Complaining to PSA”

    1. Hi Anna
      I don’t know what form of action you intend to take. Bodyin8 will probably give you a refund, to avoid you having any legal claim against them. Whatever you do, make a complaint to PSA, even if you have received your money back. It is against the PSA Code of Practice to make these charges without consent, so complain and make sure that your complaint receives a case number. We need to be able to prove that these scams affect large numbers of consumers, and this is proving difficult because so few of them pursue a complaint.

  1. I have been scammedby bodyin8. I have never signed up for anything. They are taking £3.00per week from my Vodafone account.I have text Stop ,so will wait for a reply.

    1. Hi Lynn

      It’s probably worth giving them a ring to confirm that you are unsubscribed and to demand a refund of the money they have taken. If you don’t know how you came to be subscribed you should also make a complaint to the regulator.
      I hope you manage to sort this out. Let me know if I can offer any further help or advice,
      Paul

    2. Make sure the Telecoms provider places a bar on your account to prevent further charges. I got £15 charged on my account from Bodyin8 following the text they’ve pushed to my phone without my prior consent, whilst having no service abroad and with GDPR in force. I’ve already made a claim with MPS Helpline and got nowhere as they said the 3rd Party charged me correctly following a two step registration process that I’ve allegedly completed. My Telecoms supplier have applied a £5 goodwill gesture on my account but I’m still £10 short.

      1. Yes, putting a ‘charge to bill’ bar on to your account is the best thing to do. However, currently Three and GiffGaff both say they are unable to do this, whilst EE, O2 and Vodafone can.
        If Bodyin8 have refused to refund, get that in writing. Then send a letter before action giving them 3 weeks to refund, or face a claim in the small claims court. If they don’t respond, claim your £15 through Moneyclaim Online. It will cost you £25 to claim, but this will be added to your claim. In every case I have dealt with so far, the company has refunded in full rather than try to justify these rather dubious business practices.
        I know the amount involved is small, but please don’t give up and let the scammers win. The law is actually on your side, but you have to use it.

        1. Thank you for coming back to me on that, Paul. I have the entire email trail from MPS. As I don’t have any direct contact for Bodyin8 – they only have a contact form for membership set up on their website – should I go back to the MPS with the course of action you suggested?

          Many thanks in advance for your help.

          Gabi

          1. Hi again Gabi

            You need to deal directly with Bodyin8. They are the people who now have your money, and that is not in dispute. Have you used the contact form to request a refund? If so, what did they say?
            It’s always best to ask politely for a refund first, sometimes companies pay out quite readily.
            Have you tried calling the customer services number in your sign up text? On Twitter they are providing a number of 03300538661 for customer service enquiries. If possible record any call you make, and ask for email confirmation of any agreement you make with them.
            Keep a record of all attempts to make contact with them, and of any response received. If after making a reasonable effort, or if they refuse, in writing, to give a full refund, you will need to send a letter before action. The company behind Bodyin8 is Well Fitness Ltd
            Their registered address is: Onega House, 112 Main Road, Sidcup, Kent, United Kingdom, DA14 6NE .

            There is some information here concerning the Bodyin8 scam.

            The legal process, including a sample letter before action is described here:

            I hope this helps you to take your next step(s). Please don’t hesitate to ask again if further help or advice is needed.

            Paul

  2. I was billed £60 before I’d even realised it. I contacted both 3 and ‘Nuyoo”, who both refused any kind of refund. I persevered with 3 and explained that I had been with them for over 10 years, etc and managed to negotiate a refund of £50 from them.

    1. I’m glad you got most of your money back, but disappointed that you didn’t insist on a full refund. There is a lot of evidence that if faced with legal action Nuyoo will pay out in full. The law is on your side. They have to prove that you genuinely consented to the fraudulent subscription. They wouldn’t be able to do that even if you had knowingly subscribed. Ofcom realised as early as 2012 that ‘Payforit’ transactions could be spoofed in malware, so any so called ‘proof’ of consent won’t hold up legally.
      Please make sure you put in a complaint to the regulator. If they haven’t started investigating Nuyoo by now they certainly ought to start! Thanks for letting us know of your experiences
      Paul

  3. This is an outrageous fraud . Why are we accepting this robbery by the richest companies in the world ?
    OFCOM and O2 told me that the MNO receives nothing from Payforit . Charity . I don’t think so.
    Lets get twenty go us together and take a group action against
    O2,3 ,EE Voda. £50 each would get us to the criminal court suing them for fraud and breach of Data protection Act.
    This theft by lethargy.
    They can stop this fraud in an instant .
    Who do OFCOM work for ?
    Tom McCabe
    Tom@broadtalk.com

  4. Thanks for all the helpful comments here.

    I received the scam text saying I had subscribed to ‘applicateka for £4.50 per week from NRS….etc’. I didn’t reply as there is so much publicity about replying to unsolicitated texts- it was a sunny Sunday afternoon and I didn’t want to spend hours reseacrhing this on the internet. Then a week or so after, I had a £9 charge on my Vodafone bill so I texted STOP. After 3 calls to Vodafone they have refunded the £9 as a ‘good will gesture’ (thanks guys..). I’ve also had an email conversation with the infamous ‘NRS group’ asking them for written evidence that I authorised this service..nothing forthcoming except a list of the texts they sent me.

    After looking extensively online I now see I initially did the wrong thing, but how are you supposed to know?! It has taken so much time sorting this out and makes me so cross as it’s been going on for years. The £9 isn’t a lot but if they scam a lot of people out of it, they are making a fortune. It’s so clearly wrong and I can’t believe it’s allowed to go on. I have reported it on your link to the PSA and also blocked any further Pay For it. Grrrrrrr

  5. I have had 4 months deducted I kept questioning why my bill had gone up
    Three totally refuse to help I outright addled them where there copy of my consent to Payforit was as they should have it legally. They avoided the question several times and told me to calll them which I will be doing in am. Surely this is fraud I just feel for vulnerable people out there who wouldn’t know where to start you really on your phone provider to support you not scam

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