STV Premium Rate Services. Text-to-Donate and Text-to-WIN. Enquiries and Complaint Handling Policy

November 2026

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 where the STV Appeal Text to Donate PRS services are promoted. STV Central Limited and STV Audio Limited run Competitions and Prize Draws where STV WIN Text to Win PRS services are promoted.

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:

  • Filling in our contact form: https://player.stv.tv/info/contact
  • Email us:
  • Telephone us: 0141 300 3054. Please leave a message on the answerphone.
  • Write to us:
    • Enquiries: Broadcaster Programme PRS Promotions
    • STV WIN, Competition/Prize Draw Name

Both at Pacific Quay, Glasgow, G51 1PQ

Our enquiry teams are 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. Premium Rate Services - Payments

STV promote premium rate services (PRS) for competitions, prize draws, charity donations, and other interactivity on STV’s TV, Radio and Digital Services. Where you choose to use PRS, the payment is charged to your telephone bill. This activity is regulated by Ofcom.

To help us answer your enquiry, or complaint, or deal with your refund, please provide the following information:

  • Your name
  • Details of your query or complaint
    • The Charity Appeal
    • The competition or prize draw you entered, and your method of entry, if online, by post, text or telephone
  • How you would like us to contact you about your enquiry or complaint, by either:
    • Mobile (text);
    • Email; or
    • Post.
  • If you have a complaint, any information about how you would like your complaint to be resolved; and

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

4. Premium Rate Services – Refunds

You may contact us to request a refund may be due for PRS text services. For example, if a donation has been made in error, or where there are other special circumstances.

Refunds will be decided on a case-by-case basis, taking into account all of the facts relating to the particular circumstance, including but not limited to, compliance with any applicable terms and conditions.

Where a technical issue has caused a competition/prize draw entry to be invalid, but you have still been charged, we will (where technically feasible) issue you with an automatic refund. If an automatic refund is not technically feasible, we will contact you to arrange an alternative refund method.

All refunds are at our sole discretion and our decision is final. We will provide clear reasons for the decisions that was made. Once agreed, refunds will be issued without undue delay. We aim to issue refunds within 14 days of our decision. We will keep you up to date with progress on refunds and where necessary and will contact you if we require additional information.

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 or STV WIN, you can contact Ofcom at:

Website: https://www.ofcom.org.uk/make-a-complaint/complain-about-premium-rate-services.

Telephone: 0300 123 3333 or 020 7981 3040

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).

STV Central/North Limited: https://player.stv.tv/policies/privacy-policy

STV Audio (Radio): https://player.stv.tv/policies/stv-radio-privacy-policy

November 2026

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