To request a refund, please email [email protected] or phone 0345 609 0015 (Monday to Friday 09:00 – 17:00). Standard geographic charges from landlines and mobiles will apply and calls may be included in your telecom provider’s call package. 

We may investigate claims to validate the basis of your request.  If the request is valid, we will reimburse your donation and may, at our discretion, reimburse the access charge if one has been levied. Refunds will be made back to your mobile phone bill or as credit on your account, as soon as possible.  If this is not possible, or would prefer to be refunded in a different way, we can refund by BACS transfer and will contact you to arrange this. 

You can make contact with us by emailing [email protected], by post at BBC Children in Need, PO Box 648, Salford, M5 0LB or by calling 0345 609 0015. 

Our phone lines are open between the hours of 9am and 5pm. Calls cost the same as you would pay to call any standard landline number beginning 01 or 02.

If you wish to raise a concern or complaint with us, you can do this by emailing [email protected] or [email protected] , by post at BBC Children in Need, PO Box 648, Salford, M5 0LB or by calling us on 0345 609 0015 (Monday to Friday 09:00 – 17:00). Standard geographic charges from landlines and mobiles will apply and calls may be included in your telecom provider’s call package. 

Full details of our Complaint Process can be found here (“here” will be a link). 

If your complaint relates to the text donation service and you are not happy with our customer care or how we handle any enquiry or complaint, you may complain to the Phone-paid Services Authority (who regulate text donation services) and we will be happy to provide you with their contact details upon request.