How we will refund you

Modified on Fri, 17 Mar 2023 at 04:50 PM

When you submit a ticket to request a refund, you'll be asked to provide the following payment details:

  1. Your account name
  2. Your account number
  3. Your sort code

You will receive your refund via bank transfer.

Unfortunately, we are unable to credit your phone bill directly and all refunds are made via bank transfer as it is the quickest way for you to receive your refund.

To ensure that we can process your refund as quickly as possible, please make sure that your ticket contains the below information, in addition to your bank details:

  • Your name
  • Your email address
  • Your telephone number
  • The 09 number you dialled
  • A copy of your phone bill

Once we have reviewed your ticket, and confirmed that we have all of the required information, we will send you an email to confirm that your request has been passed to our Accounts Department to be processed. 

You will then receive an email from our Accounts Department to confirm that your refund has been processed. Refunds are processed within 10 working days using the bank details you provided.

Request a refund 

If you have used our call connection service and are not entirely satisfied with the service you have received and would like a refund, please submit all of the required information into our customer services ticketing system by clicking 'Submit a ticket' and choosing 'Request a refund' and we'll take care of the rest! 

*Please note that refunds can only be made to the bill holder.