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STV Text to Donate PRS Enquiries and Complaint Handling Policy

1. Introduction

 

The STV Broadcasters, namely STV Central Limited, STV North Limited and STV Audio Limited are collectively referred to in this policy as ‘the Broadcasters’. The Broadcasters work together, partner with and dedicate programmes to charities from time to time, including the STV Children’s Appeal.

 

2. Contact Us

 

We are always keen to hear from you. Please get in touch if you have any comments, suggestions or complaints.

Here’s how you can get in touch:

 

Our enquiries team is available from 9am to 5pm Monday to Friday (excluding UK public holidays) and you can contact us. Our aim is to solve any problem to your complete satisfaction, and a member of the enquiries team will try to do this as quickly as possible. Where we can, we try to resolve complaints within 5 working days.

 

Please note that if the complaint is complex, it may take us a little longer. In which case we will contact you within the 5 working days to give you an update and let you know when we expect to be able to fully respond to your complaint.

 

3. Text to Donate Services

 

Where the broadcasters promote premium rate text-to donate services to donate to the charity, the STV Children’s Appeal, the donation is charged to your telephone bill. This activity is regulated by Ofcom.

 

Information we need to process your text donation enquiry or complaint is as follows:

  • Your name

  • Details of your query or complaint;

  • How you would like us to contact you about your enquiry or complaint, by either:

  • Your mobile number; or

  • Your email address.

  • If you have a complaint, any information about how you would like your complaint to be resolved.

 

Please provide as much information as possible in order that we can handle your enquiry or complaint effectively.

 

4. Premium Rate Services – Text to Donate Refunds

 

You may contact us to request a refund for our text-to-donate if the donation has been made in error, or due to personal circumstances.

 

Any refunds requested in relation to our charitable appeals 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 the interactivity.

 

We will keep you up to date with progress on refunds and where necessary and will contact you if we require additional information.

 

Any refunds confirmed payable by the Broadcaster will be issued without undue delay. All refunds are at our sole discretion and our decision is final.

 

5. Responding to Complaints

 

If you contact us by email or phone, you will receive an automated response to confirm we’ve received your message. We will respond as soon as possible, but in any event, within 5 working days.

 

We may ask you to provide further information to aid with our investigation of your enquiry or complaint. We may need to gather information from other departments and/or escalate it, as appropriate.

 

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 are unhappy with our initial response, you can ask for a second review from a senior manager who will review your complaint. If we are unable to reach a mutually agreeable resolution then we will have exhausted our internal complaints procedure.

 

6. Contacting the Regulators

 

For PRS text-to-donate-related complaints, if you are unhappy with how your complaint has been handled by the Broadcasters, you can contact Ofcom at:

 

7. Accessibility

 

The accessibility of our services is important to us. If you are having difficulty getting in touch with us 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. When you contact us with your enquiry or complaint, please let us know how you would prefer to be contacted.

 

8. Personal Data Accessibility

 

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 notice(s).