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Complaints phone charges to be capped

The Consumer Contracts Regulations 2013 will come into force on 13 June 2014 and will make it an offence for traders to use premium rate telephone numbers for customer complaint/helplines.
The change has been brought in to make sure that customers do not have to pay extra to rectify problems that are not their fault. Calls to sales enquiry or advice lines however, can still have the premium rate numbers if traders chose not to change them.
Traders providing a Freephone 0800 number will also have to supply an alternative 0300 number for mobile users as calls from a mobile phone are not currently free and in fact cost more than the basic rate.  The good news is though that this will be rectified in June 2015 when calls to 0800 numbers from mobiles will become free.
If you find yourself in a commercial or contractual dispute, our Dispute Resolution Team may be able to help – call 01302 320621.

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