Customer Care Policy
March 2025
1. Introduction
This Customer Care Handling Policy outlines the procedures we follow when managing customer enquiries, complaints, and support requests for Textback121, a trading name of Revernet Ltd. Our commitment is to deliver prompt, professional, and fair customer service while maintaining full compliance with regulatory requirements.
2. Contact Channels
Customers can reach our support team through the following channels:
Website Contact Form: www.textback121.com
Helpline Number: As advertised in our service sign-up message and spend receipts.
3. Response Time Commitments
General Inquiries: Response within 24 hours on business days or the following business day on weekends.
Billing Queries: Acknowledgment within 24 hours on business days, Investigation and resolution within 5 business days.
Service Complaints: Acknowledgment within 24 hours on business days and resolution within 5 business days.
4. Complaint Handling Process
Submission: Customers may submit complaints via email, helpline, or the contact form on our customer care website.
Acknowledgment: Complaints are acknowledged within 24 hours on business days and by the next working day on weekends.
Investigation: Our team reviews the issue, gathers necessary information, and works towards a resolution.
Resolution & Communication: Customers are updated on the resolution within 5 business days.
Escalation Process: If the issue remains unresolved, customers have the option to escalate their complaint to their network provider or to OfCom, the regulatory authority for premium rate services.
5. Refund & Compensation Policy
Refunds may be considered in cases of billing errors, unauthorized charges, service failures, or for vulnerable customers.
Approved refunds will be processed within 7 business days.
Refund requests must be submitted within 90 days of the charge. Please see our refund policy for further details.
6. Data Protection & Privacy
Customer information is managed in accordance with data protection laws.
Personal data is securely stored and used solely for service provision and support.
Customer data is never shared with third parties without consent unless legally required.
7. Regulatory Compliance
We strictly adhere to all applicable regulations, including Ofcom’s requirements for premium rate services. Our customer care practices align with industry standards to ensure fair and transparent service.
8. Amendments to This Policy
We reserve the right to update this policy as necessary to ensure compliance and meet regulatory requirements.
© 2025 Textback121, a trading name of Revernet Ltd. All rights reserved.