I sent an e-mail to them on Tuesday evening.  It is now Saturday afternoon, and as of yet, I haven't had a response, nor has their website been changed to reflect my concerns.

Below is a copy of my e-mail I sent them:



Hello

I have just been to your website, and would like to report some false advertising.

You list your customer care number as 08712 000 002, and underneath you say "local rates apply"

I am an expert in the telecoms field, and that statement is against the law.  0871 numbers cost between 6-10p per minute, and yours cost 10p per minute from BT landlines.

There is also no such thing as local or nation rate anymore, as telecom providers charge the same as a call from London to London, as they do from Penzance to Glasgow.

Your number costs 10p per minute, which is more than the old "local rate" and "national rate"

The ASA have guidelines on companies misleading customers on the cost of the call, and I regard your quote of "local rate" to be misleading.  It is more expensive than 0870 numbers, which still get called "National Rate" therefore you are suggesting that 0871 is cheaper than 0870.

I would also like to point out that when people pay monthly fees for free calls, or BT Together option 1 customers getting 1 hour calls for 5p, and during the day only paying 3p per minute, I find your rate of 10p per minute at all times a very unreasonable burden on your customers, especially when you encourage new customers to call your freephone number.

I hope someone will look into my observation, and I'll look forward to your reply in due course.

Regards

(My real name)




I read a post about Norfolk trading standards who recommend being silent on the call costs is the best route, however this is not remaining silent, it's blatant misleading.  Saying "local rate" on 0845 is brushing with the law, but surely saying "local rate" on 0871 is far more serious.  What do you suggest I do now, as my e-mail appears to have made no impact.

As they are licenced  by The Gaming Board, and they are clearly in breach of part 3 of the CPA 1987 ,describing 0871 as a local call.It might be worth you reporting them to the Gaming Board as well.

E-Mail Address is enquiries@gbgb.org.uk

A look at their contact us page here where it also states the 0871 is local has an head office address of:-

Postcode Lottery Headquarters:
37 Sheen Road
Richmond
Surrey TW9 1AJ

Therefore those wishing to make a complaint via trading standards will find that London Borough of Richmond upon Thames trading standards department are the ones to contact on:-

Email:
tradingstds@richmond.gov.uk

URL:
http://www.richmond.gov.uk/consumer_advice_and_protection

Tel/Fax:
Telephone: 020 8487 5487
Fax: 020 8891 7726
Textphone: 020 8831 6006

Address:
Consumer Protection
London Borough of Richmond upon Thames
7B Parkshot
Richmond TW9 2RT
Callers please note the office is situated to the rear of the Magistrates Court

Dont bother calling the Trading Standards Dept. theyll tell you to call consumerdirect on 0845 4040506 (0208 7999200).

I think what he is saying is that he as a mere duty officer is barred access to any such accounts. He hasn't got a computer at home, and even if he had he would not know how to access it.

We as the general public are of course allowed.

Well done Shiggaddi.

Make them look stupid, and persevere.

juby

The regulations that relate to what websites officers are allowed to access certainly act as a barrier to carrying out the job properly.

If I had complained about a supermarket that was selling out of date food, and they look on the map and realise that it's not on their bus route, and not near a tube, there would be a huge delay, whilst they get written permission for authorising the cost of a taxi, and fill in the appropriate forms to justify this cost, which could take over a week to complete.

What happened to common sense?  Surely someone in the office could say "I have the internet at home, I'll check it out tonight"

Hi, I checked the site just now 22.50 on 3rd Oct and it now says 10p a minute.