--- title: Premium Rate Services description: Premium Rate Services --- [Skip to content](https://support.stv.tv/support/premium-rate-services-#main-content) English - United Kingdom Show submenu for translations [![stv\_player\_logo\_vector (1)](https://support.stv.tv/hs-fs/hubfs/stv_player_logo_vector%20(1).png?width=197&height=68&name=stv_player_logo_vector%20(1).png)](https://player.stv.tv/) - Home - Products - Pricing - Blog - Company Open main navigation Close main navigation - Home - Products - Pricing - Blog - Company - English - United Kingdom Show submenu for translations - [Contact us](https://player.stv.tv/info/contact) [Contact us](https://player.stv.tv/info/contact) Help and Support Centre - There are no suggestions because the search field is empty. 1. [Help and Support Centre](https://support.stv.tv/support?hsLang=en-gb) 2. [Advice & Helplines](https://support.stv.tv/support/advice-helplines?hsLang=en-gb) 3. [Other](https://support.stv.tv/support/advice-helplines?hsLang=en-gb#other) 6 August 2025 # 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. 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](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.  Our viewer services team is available from **9am to 5pm Monday to Friday** (excluding UK public holidays) and you can contact us: - Filling in our contact form: [https://player.stv.tv/info/contact](https://player.stv.tv/info/contact) - In writing: STV PRS Enquiries, Pacific Quay, Glasgow, G51 1PQ. - by phone on, by leaving a message on our answerphone: (*this line is only for premium rate services related questions (**i.e charity donations, votes, and competitions)**, any other enquiry must be emailed or mailed)* 0141 300 3054  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. - [Getting Started](https://support.stv.tv/support/getting-started?hsLang=en-gb) - [Fix a Problem](https://support.stv.tv/support/fix-a-problem?hsLang=en-gb#main-content) - [Issues with app](https://support.stv.tv/support/fix-a-problem?hsLang=en-gb#issues-with-app) - [Problems with playing shows](https://support.stv.tv/support/fix-a-problem?hsLang=en-gb#problems-with-playing-shows) - [Asking for a code](https://support.stv.tv/support/fix-a-problem?hsLang=en-gb#asking-for-a-code) - [Ad blocking](https://support.stv.tv/support/fix-a-problem?hsLang=en-gb#ad-blocking) - [Casting to your TV](https://support.stv.tv/support/fix-a-problem?hsLang=en-gb#casting-to-your-tv) - [Error codes](https://support.stv.tv/support/fix-a-problem?hsLang=en-gb#error-codes) - [Subscription & billing](https://support.stv.tv/support/subscription-billing?hsLang=en-gb#main-content) - [STV Player+ and STV Player+ with Premier Sports](https://support.stv.tv/support/subscription-billing?hsLang=en-gb#stv-player-and-stv-player-with-premier-sports) - [Managing your subscription](https://support.stv.tv/support/subscription-billing?hsLang=en-gb#managing-your-subscription) - [Watching STV Player+ and STV Player+ with Premier Sports](https://support.stv.tv/support/subscription-billing?hsLang=en-gb#watching-stv-player-and-stv-player-with-premier-sports) - [Watching & Listening](https://support.stv.tv/support/watching-listening?hsLang=en-gb#main-content) - [General](https://support.stv.tv/support/watching-listening?hsLang=en-gb#general) - [Watching](https://support.stv.tv/support/watching-listening?hsLang=en-gb#watching) - [STV Radio](https://support.stv.tv/support/watching-listening?hsLang=en-gb#stv-radio) - [Subtitles, AD and VS](https://support.stv.tv/support/watching-listening?hsLang=en-gb#subtitles-ad-and-vs) - [Location issues](https://support.stv.tv/support/watching-listening?hsLang=en-gb#location-issues) - [Advertising](https://support.stv.tv/support/watching-listening?hsLang=en-gb#advertising) - [Warning and restrictions](https://support.stv.tv/support/watching-listening?hsLang=en-gb#warning-and-restrictions) - [Account](https://support.stv.tv/support/account?hsLang=en-gb) - [Advice & Helplines](https://support.stv.tv/support/advice-helplines?hsLang=en-gb#main-content) - [Emmerdale](https://support.stv.tv/support/advice-helplines?hsLang=en-gb#emmerdale) - [Coronation Street](https://support.stv.tv/support/advice-helplines?hsLang=en-gb#coronation-street) - [Drama](https://support.stv.tv/support/advice-helplines?hsLang=en-gb#drama) - [Factual](https://support.stv.tv/support/advice-helplines?hsLang=en-gb#factual) - [Entertainment](https://support.stv.tv/support/advice-helplines?hsLang=en-gb#entertainment) - [Other](https://support.stv.tv/support/advice-helplines?hsLang=en-gb#other) - [STV Player+](https://player.stv.tv/player-plus) - [STV Player VIP](https://player.stv.tv/player-vip) - [TV Guide](https://player.stv.tv/tvguide/) - [How to watch](https://support.stv.tv/) - [Competitions](https://competitions.stv.tv/) # STV Central Limited (company number SC172149) Cookie info: To find out how to manage cookies, see our [cookie policy](https://support.stv.tv/support/help-and-support-cookie-policy?hsLang=en-gb). 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