OVERVIEW OF OUR SERVICE
Calleaseuk Ltd operates a UK-based Information, Connection and Signposting Service (ICSS), delivered via our website and premium rate telephone numbers. Our service is regulated in line with the requirements set by Ofcom.
The purpose of our service is to help users quickly obtain official customer service contact numbers for UK organisations.
By calling one of our 09 premium rate numbers, you will hear the requested company's contact number clearly read out during the call. Please note that we do not transfer or connect your call to the organisation.
For added convenience, where applicable, a follow-up SMS may be sent to your mobile device containing the same contact number for future reference.
Each relevant webpage also provides general company information and may include a link to the organisation's official website, where contact details may be available at standard or no cost.
SERVICE CHARGES
The cost of using our service consists of two parts:
- A fixed service charge of either £6.00 per call (clearly displayed before calling)
- An Access Charge set by your telephone provider
The Access Charge is determined entirely by your network provider and is not controlled by Calleaseuk Ltd.
For more information about call charges and how they are applied, you can visit the Ofcom website.
CUSTOMER SUPPORT
We are committed to providing a reliable service. If you have any concerns or are dissatisfied for any reason, we encourage you to contact us as soon as possible.
You can begin by visiting our support portal, where helpful information and answers to common questions are available. If your issue remains unresolved, you may submit a request for further review, including refund enquiries where appropriate.
We aim to acknowledge all complaints within 48 hours and provide a full response within 5 working days. (excluding public holidays).
COMPLAINTS PROCEDURE
If you are not satisfied with any aspect of our service, you can raise a formal complaint through our support system.
We take all complaints seriously and aim to resolve them as quickly and fairly as possible.
HOW TO MAKE A COMPLAINT
You can submit your complaint via:
- Our online contact form
- Our support portal
- By post to our registered address
To help us investigate your complaint efficiently, please include:
- Your full name and contact details
- The 09 number you called
- Date and time of the call
- A clear description of the issue
- Any supporting evidence (e.g. phone bill)
RESPONSE TIME
We will:
- Acknowledge your complaint within 48 hours
- Provide a full response within 5 working days, where possible
RESOLUTION TIMEFRAME
We aim to resolve all complaints within 8 weeks of receiving them.
HOW TO CONTACT US
You can reach our support team using the following methods:
- Online Form: https://calleaseuk.com/contact-us/
- Telephone: 0344 823 4088
- Post: Calleaseuk Ltd 128 City Road London United Kingdom EC1V 2NX
INFORMATION REQUIRED FOR ENQUIRIES
To help us review your request efficiently, we may ask you to provide:
- Your name and contact details
- The premium rate (09) number you called
- Proof of the charge (such as a screenshot or bill extract)
- Payment details if a refund is applicable
For your privacy, please ensure that any unrelated personal information on submitted documents is removed or hidden.
REFUND PROCESS
Each enquiry is assessed individually. Where a refund is considered appropriate, we will notify you and proceed accordingly.
- Refunds typically apply to the service charge only
- Access Charges are generally excluded, unless exceptional circumstances apply
- Refunds may be issued as a goodwill gesture where applicable
Once a refund has been approved and all required information has been verified, we aim to process it within 14 working days.
If any issues arise with the refund method, alternative arrangements may be discussed.
POLICY UPDATES
This policy applies to all use of our services from the effective date stated above.
We may update or revise this policy from time to time. Any changes will be published on this page along with the updated effective date.
FURTHER INFORMATION
If you have any questions about this policy or how your enquiry is handled, please contact us using the details provided above.