GB News, Controlled PRS Competitions (The Great British Giveaway) Customer Care and Refunds Policy and Procedures

Customer Care

Any enquiries from a consumer regarding the promotion, provision, content, promotion and

marketing of Controlled PRS Competition can be made using the following facilities

Telephone helpline: 0208 114 7008 Charged at Standard Network Rate

Email: gbviews@gbnews.com

Post: Customer Service, The Great British Giveaway, GB News, The Point 37 North Wharf Road, London W2 1AF

GB News will use its best endeavours to ensure that all calls received from consumers are answered between 9 am to 5 pm on working days. If GB News cannot take your call, a voicemail facility will be available and your call will be returned within one working day.

All enquiries and complaints made by means other than a call should be acknowledged by GB News within five working days beginning with the day on which the enquiry or complaint is received. GB News will keep consumers informed, at appropriate intervals, about the status and progress of the enquiry or complaint.

GB News will use its best endeavours to resolve issues raised by a consumer’s enquiry or complaint.

GB News will provide a determination of any enquiry or complaint to the consumer without undue delay.

GB News will make and keep appropriate records in writing of enquiries and complaints and any determination made in respect of them.

Refunds Requests

Refund requests are considered on a case by case basis.

Where a complaint is made that is in connection with the provision of a controlled PRS competition, GB News will inform the consumer, at appropriate intervals, about the status and progress of any request for a refund.

GB News will provide the consumer with its decision about whether or not a refund will be paid without undue delay. That decision will include

(a)the reasons for that decision,

(b)the amount of any refund, and

(c)the date on which any refund will be paid to the consumer.

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.

Vulnerable Persons

GB News gives consideration to Vulnerable Persons as required by Ofcom in The Regulation of Premium Rate Services Order 2024.

This policy is approved annually by the Generally Authorised Person at GB News

Next review date: 24/10/25