Digital Select Ltd (Case reference: 01644)
| Case Number | 01644 |
| Published date | 08 July 2009 |
| Year | 2009 |
| Adjudicated Party | Digital Select Ltd |
| Procedure Type | Emergency Procedure (Phone-Paid Services Authority) |
1
THE CODE COMPLIANCE PANEL OF PHONEPAYPLUS
TRIBUNAL DECISION
Thursday 25 June 2009 TRIBUNAL SITTING No. 30 / CASE 6
CASE REFERENCE: 805401/AP
Service provider & area: Digital Select Limited, London
Information provider & area: Redstone Recovery Limited
Type of service: Debt Recovery Service
Service title: Redstone Recovery Limited
Service number: 0906 635 5439
Cost: £1.50 per minute
Network operator: Oxygen8 Communications
Number of complainants: 1
THIS CASE WAS BROUGHT AGAINST THE SERVICE PROVIDER BY AN
EMERGENCY PROCEDURE
UNDER PARAGRAPH 8.6 OF THE CODE
BACKGROUND
The PhonepayPlus Executive (the ‘Executive’) received a complaint forwarded by
Stockport Metropolitan Borough Council which related to a debt recovery service
operating on the premium rate number 0906 6355439. The complainant stated that he
had received a letter from Redstone Recovery Limited (the ‘Information Provider’)
claiming that it was acting on behalf of its client and attempting to retrieve an outstanding
debt of £4,321.00. This correspondence informed the complainant that he had seven
days to pay this amount and failure to do so would result in legal proceedings. The
correspondence also informed the complainant that it could direct any queries to the
premium rate telephone number 0906 6355439. It was subsequently established by
Stockport Metropolitan Borough Council that the Information Provider’s address as
provided on the letter did not exist.
The Executive monitored the premium rate telephone number and was put on hold for
approximately four minutes at a cost of £1.50 per minute and was then diverted to an
answering machine enabling callers to leave a voice message. The Executive noted on
calling the premium rate telephone number that the cost of the call was stated, but the
correspondence received by the individual complainant failed to provide this information.
Complaint Investigation
Emergency Procedure
The Executive decided to investigate the service using the Emergency Procedure under
paragraph 8.6 of the Code. A Formal Emergency Procedure letter was issued by the
Executive dated 21 May 2009 addressed to Digital Select Limited (the ‘Service
Provider’). A response was made by the Service Provider in a letter dated 21 May 2009.
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