In most situations, where a consumer is not entirely satisfied with the service they have received from Direct Dialling, a refund will be offered via bank transfer of the Service Charges incurred, on the understanding that this is without prejudice and is hopefully seen as a real gesture of our goodwill. 

Direct Dialling is not responsible for your phone provider’s Access Charge. This is an additional charge which is charged by your phone company on top of the Service Charge from Direct Dialling. This charge is not set by us, and we have no control over it. Refunds of access charges should be directed to your network provider in the first instance as they impose and collect this charge, not Direct Dialling. Any refunds which may be processed by Direct Dialling for Access Charges are provided as an ex-gratia payment and do not form part of our standard refund policy. 

To process a refund, we will require a copy of the user’s phone bill so that we can verify the use of our service. We have no interest in any other call / billing data so this information should be removed / struck out as appropriate.

Once the calls to our service have been verified and we have determined that a refund is the appropriate remedy in line with paragraph above, a refund will be sent via post to the name and address shown on the phone bill. We aim to issue refunds promptly and in any event within 14 working days of your initial complaint. Please note that we are unable to refund charges directly to your phone bill account, as this is out of our control.