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Premium Rate Services

This is our Premium Rate Services complaints procedure

Our enquiries team are dedicated to resolving PRS complaints and enquiries in a timely manner.

Our viewer services team is available from 9am to 5pm Monday to Friday (excluding UK public holidays) and you can contact us:

  • by phone on, by leaving a message on our answerphone: 0141 300 3054
  • email : enquiries@stv.tv; or
  • In writing: STV PRS Enquiries, Pacific Quay, Glasgow, G51 1PQ.
STV include a number of premium rate services (“PRS”) in our programmes in the form of charity donations, votes, and competitions. Where such services are included in Channel 3 Network TV programmes (broadcast on STV but commissioned by ITV), enquiries and complaints are handled by ITV (see below).

Where you choose to participate in these services and to charge these to your telephone bill, this activity is regulated by Ofcom.

Ch3 Network PRS Competitions:

You can contact STV or ITV directly.   Where you contact STV, we will forward your enquiry and complaint to ITV on the first working day after it is received.
ITV will process your enquiry/complaint in accordance with their PRS policy and procedures which are available here:

https://www.itv.com/terms/articles/itvs-customer-care-complaints-handling-and-refund-policy-relating-to-premium

Information we need to process your PRS enquiry or complaint.

We require the following information to process your enquiry or complaint: 

  • your name;
  • details of your query or complaint;
  • details of the competition, vote or charitable appeal e.g. any programme to which is relates, the prize, etc
  • how you would like us to contact you about your enquiry or complaint, and provide either;
    • your mobile phone number
    • your email address;
  • if you have a complaint, any information about how you would like your complaint to be resolved;
  • device used to participate in the PRS e.g. SMS, online at itv.com/win or phone; and
  • additional supporting information for your enquiry or complaint.  

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

If you contact us, you’ll receive an automated response to confirm we’ve received your message.

We will then read each message and individual responses will be sent 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 also need to gather information from other departments within STV and/or escalate the enquiry or complaint, as appropriate. This may include liaising with our legal and compliance departments and senior management, where appropriate. 

We aim to fully resolve all enquiries and complaints within 30 working days of initial contact but we usually resolve complaints much quicker than this.