Customer Service Policy

1. Objective
   This policy aims to ensure a high-quality, transparent, and compliant customer service in accordance with applicable regulations, including The Regulation of Premium Rate Services Order 2024 in the UK. It protects consumer rights and ensures their satisfaction.
2. Commitment to Our Customers
   We are committed to:
   • Responding promptly and efficiently to inquiries, complaints, and concerns.
   
   • Providing a respectful, professional, and transparent user experience.
   
   
3. Accessibility
   • Customer service is available through multiple channels (email, phone, self-care) to meet customers’ needs.
   
   • Contact details are clearly displayed on all communication channels and relevant platforms.
   
   • Business hours and expected response times are specified and respected: Monday to Friday, 9 AM – 5 PM (excluding public holidays).
   
   
4. Complaint Resolution
   • Response time: We commit to acknowledging a complaint within 24 business hours and resolving it within 5 business days, except in exceptional circumstances.
   
   • Procedure: Complaints must be submitted to customer service via the designated channels. A reference number will be assigned for easier tracking.
   
   • Escalation: If no response is received within the specified timeframe, please send an email to: escalated@digitalgp.co.uk
   
   
5. Subscription Cancellation
   Customers can unsubscribe from the service at any time through a simple and quick method:
   • Using the information provided in the Welcome SMS received at the time of subscription.
   
   • Accessing the self-care portal: https://www.digitalgp.co.uk/
   
   • Via « My Account » in each service.
   
   • Sending STOP to 61777.
   
   All unsubscription requests will be processed immediately and confirmed via email or SMS.
6. Commercial Gesture and Refund
   Any customer of our services may contact us to request a refund or a goodwill gesture. The request must be justified and will be handled in the best interests of both the customer and our services.
   Customer service will give special consideration to « vulnerable » individuals as defined by OFCOM in The Regulation of Premium Rate Services Order 2024 (e.g., excessive usage, unauthorized mobile use, subscription by an impaired individual) upon presentation of the necessary supporting documents.
7. Confidentiality and Data Protection : https://www.digitalgp.co.uk/personal-data

We comply with all applicable data protection laws.
All customer data collected while Customercare treatment is treated confidentially and used solely for the purpose of providing the requested service.
For specific requests, please refer to: https://www.digitalgp.co.uk/personal-data

8. Compliance and Ethics
   • Our policy complies with OFCOM guidelines (PSR 2024) and all applicable local regulations.
   
   • Billing, subscription, and unsubscription practices are fully transparent and regularly audited.
   
   
9. Team Training
   • Customer service team members receive regular training to stay informed about best practices, guidelines, and relevant regulations.
   
   
10. Monitoring and Continuous Improvement
    • Customer service performance is regularly assessed through internal audits.
    
    • Customer feedback is analyzed to identify areas for improvement.
11. Contact Information
    For any inquiries or complaints, customers can reach us via:
    • ? Phone: 3333138756
    • ? Email: customer@digitalgp.co.uk
    • ? Address:
    Customer Service DGP UK
    Libre Réponse 94119
    13629 Aix-en-Provence Cedex 1
    France (post-free)

? Business Hours: Monday to Friday, 9 AM – 5 PM (excluding public holidays).

If any consumer is not satisfied with the handling or resolution of the enquiry or complaint, they are entitled to take the enquiry or complaint to OFCOM using their PRS complaints form, or by calling 0300 123 3333 or 020 7981 3040.

This policy is approved annually by the Generally Authorised Person at Digital Virgo Next review date: March 2026