Chat Services Customer Care

Chat Services Customer Care, Complaints Handling and Refund Policy relating to Premium Rate Services ("PRS") and non-Premium Rate Services ("Non-PRS") provided by GO Telecom Ltd (GO Telecom)

1. Introduction

At GO Telecom, we are committed to providing excellent customer care and resolving all complaints in a timely manner and our Customer Support team is available from 9am to 5.30pm Monday to Friday (excluding UK public holidays) to respond to your queries and complaints.

2. If you have a query or complaint relating to one of our PRS or non-PRS services:

If you have a query or complaint relating to one of our chat services, please call us during business hours on 0330 333 8761 or you can e-mail us at help@chat2date dot co dot uk

If you are emailing us, please include all of the following information:

• your name;
• details of your query;
• details of the service;
• your mobile phone number;
• device used to participate in the service e.g. SMS, online, mobile, landline 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, we will 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, a resolution may take longer. However, we will endeavour to resolve all queries within 30 working days and will keep you informed of progress.

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 GO Telecom and/or escalate the complaint, as appropriate. This may include liaising with our legal and compliance personnel and/or 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 GO Telecom, you may refer us to an appropriate regulator, relevant to the nature of your dissatisfaction. Details of these organisations can be found in Section 6 below.

3. 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 services 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 service.

Where there has been a known technical issue caused by our infrastructure and the service provided has been genuinely impacted but you have still been charged, we may issue you with a refund or partial refund. 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 GO Telecom will be issued within 14 days.

All refunds are at GO Telecom's sole discretion and GO Telecom's decision is final.

4. Accessibility

The accessibility of our services is important to us. If you are having difficulty getting in touch with our Customer Services team 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 write to the following address, stating which service you are writing about and provide as much information as possible in order we can best help you. If it is helpful, you can provide a telephone number and we can arrange to call you at a time of your choosing.

GO Telecom Ltd.
8 Coldbath Square
London
EC1R 5HL

5. 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 Policy

If you are unhappy with anything related to your personal data you should, in the first instance, contact GO Telecom protection officer:

Email: dpo@go-telecom.co.uk

Address: Data Protection Officer, GO Telecom Ltd, 8 Coldbath Square, London, EC1R 5HL

6. Further action you can take

If you're unhappy with how your complaint has been handled by GO Telecom, you can contact other relevant bodies who may be able to assist with specific complaints.

The Advertising Standards Authority (ASA)

All advertising is checked to ensure it meets the legal requirements of The Communications Act 2003. If you are 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 adhere 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

The Office of Communications (Ofcom)

GO Telecom runs a number of PRS and Non-PRS chat services. Where you opt to participate in these services and charge these to your telephone bill, this will be regulated by Ofcom as PRS. Ofcom ensures that anyone providing PRS abides by the Ofcom's Code of Practice. You can make a complaint here: https://www.ofcom.org.uk/home or Complain about premium rate services - Ofcom.

Where you participate in services and make payment by a method that does not involve your telephone bill, this may be regulated by Ofcom. You can contact Ofcom to see if the service is regulated by them here: https://www.ofcom.org.uk/home

The Information Commissioner's Office (ICO)

GO Telecom is committed to protecting your personal information at all times when interacting with our services. If you are unhappy with how GO Telecom has handled your query or complaint relating to use of your personal data, you can contact the ICO here: www.ico.org.uk