Bauer Media Audio UK Consumer Competitions Customer Care, Complaints Handling and Refund Policy

As of 21 May 2024

1. About Us

We are Bauer Radio Limited (company number 01394141) and our registered office is Media House, Peterborough Business Park, Lynch Wood, Peterborough, PE2 5EA, United Kingdom.

At Bauer, we are committed to providing exceptional customer service and resolving customer queries quickly and in good faith.

We are bound by the rules and regulations of several independent UK regulators. Details of our regulators and how you can contact them are set out in section 7.

2. Contact Us

You will be able to find answers to most of your queries in our general FAQs, which can be found at hellorayo.co.uk/competition-faqs/.

If you are unable to find the answers that you are looking for in our FAQs, you can, by email to smshelp@bauermedia.co.uk, contact our customer services team, who are happy to help.

To help us answer your query, please provide us with the following information:

  1. your name;

  2. details of your query (including (where applicable) the competition, prize and whether you entered online, by post, by SMS or by telephone);

  3. your mobile phone number;

  4. how you would like to be contacted;

  5. how you would like your query to be resolved; and

  6. any additional supporting information that could be useful.

Please provide as much information as you can. We may ask for additional information from you.

Where we have all of the necessary information, we aim to resolve customer queries within five working days of initial contact.

However, some customer queries may require input from other departments or third parties. Where input from other departments or third parties is required, it may take longer to resolve your query. In these cases, we aim to resolve customer queries within 30 working days of initial contact.

We will provide regular updates on the status of your query.

3. Our Refund Policy

We appreciate that there may be circumstances when a refund may be due.

Refunds will be assessed on a case-by-case basis taking into account all of the relevant circumstances, including (where applicable) compliance with our competition terms and conditions.

Where a technical issue has caused a competition entry to be invalid but you have still been charged, we will (where technically feasible) issue you with an automatic refund. If an automatic refund is not technically feasible, we will contact you to arrange an alternative refund method.

Refunds will be issued at our discretion.

Our decision on refunds is final. We will provide clear reasons for the decision that was made.

Where applicable, we aim to issue refunds within 14 days of our decision.

We will provide regular updates on the status of refunds.

4. Vulnerable Customers

We appreciate that some of our customers may identify as vulnerable due to their specific characteristics, circumstances or needs. We are committed to ensuring that customers that identify as vulnerable are treated fairly. We have internal controls and systems in place to identify and protect customers that identify as vulnerable and our customer services team are trained to provide the highest standard of support possible.

5. Accessibility

We aim to ensure that our services are accessible to all. If you are unable to access our customer services team using the methods provided, please let us know and we will arrange an alternative contact method.

6. Personal Data

We handle customer personal data in accordance with our privacy policy. You can access our privacy policy at bauerlegal.co.uk/privacy-policy.

Legal and Regulatory

If you are unhappy with the way that your query has been handled, you can escalate your query to the relevant independent UK regulator that has authority over us. The relevant regulators and their contact details are as follows:

the Advertising Standards Authority (the “ASA”), which is the UK’s independent advertising standards regulator. If you are unhappy with any of our advertising materials and our response to your query, you can contact the ASA at asa.org.uk;

the Phone Paid Services Authority (the “PSA”), which is the UK’s independent premium rate services regulator. If you are unhappy with any of our premium rate service competitions and our response to your query, you can contact the PSA at psauthority.org.uk;

the Office of Communications (“Ofcom”), which is the UK’s independent communications regulator. If you are unhappy with any of our communications services and our response to your query, you can contact Ofcom at ofcom.org.uk; and

the Information Commissioner’s Office (the “ICO”), which is the UK’s independent information regulator. If you are unhappy with the way that we have handled your personal information and our response to your query, you can contact the ICO at ico.org.uk.