Though they’ve been gradually replaced by online phone-books over time, Directory Enquiries remain an important, accessible service for consumers to this day.
But what exactly are Directory Enquiries? And why would you ever need to use them?
In short: Directory Enquiries are Premium-Rate Services (PRS) that help you find the right contact details for individuals and businesses, over the phone.
Rather than having to look them up yourself online or in a phone-book, you ring up a Directory Enquiries line, and speak to the operator – who finds the relevant contact details for you. They’re particularly useful for vulnerable consumers, and those without stable internet access.
Sounds simple, right?
But what many don’t realise is that these lines often charge high rates per call, or per minute… Which can quickly add up.
Read on to find out more!
By the way, if you have an unresolved Directory Enquiries complaint…
If you’ve hit a wall with a communications provider, CommsADR offers a FREE, independent route to a resolution – approved by Ofcom to settle non-regulated disputes between providers and their customers across the UK, whether you’re an individual consumer or a business with more than 10 employees.
What are Directory Enquiries?
Directory Enquiries are services that allow you to search for someone’s telephone number (or other publicly available contact information) by ringing up a specific number. Think of them as phone books you access by telephone!
Depending on the Directory Enquiries service, you may be able to search for:
- Phone numbers
- Addresses
- Information based on a person’s name or address
It’s important to remember that Directory Enquiries are legally only able to pull from publicly available contact information.
Directory Enquiries usually charge you a fee to use their service per minute, or per call. The current price cap means Directory Enquiries services cannot charge you more than £3.65 per 90 seconds of a call, and their pricing must be clearly displayed wherever their number is advertised.
In the UK, Directory Enquiries numbers are easy to spot! They always start with the prefix 118.
How do Directory Enquiries work?
Once you’ve rung one up, Directory Enquiries operators are there to help you find the correct individual/s based on your query. This means that, even if you only know certain details, like:
- What sector a business is in
- What city the business/individual is based in
… They may still be able to search through records and help you connect to the right people, even if you don’t remember other key information like names.
For example, you may provide:
A business name and location
The service operator will then search its directory information and provide you with a relevant telephone number, where one is available.
Some Directory Enquiries lines will then offer to connect you to the business/individual in question on your behalf, however this can sometimes come with extra fees – so it’s often advisable to hang up and dial up the correct number yourself on a new call, instead!
What if I have a Directory Enquiries complaint?
You’re in luck! (… Well, sort of. We know nobody actually wants to have to complain).
If you feel you were misled, overcharged, or have any other complaint regarding a Directory Enquiries service, you can always bring your complaint to an Alternative Dispute Resolution (ADR) provider such as CommsADR… for FREE!
To use CommsADR, you just need to make sure you’ve already submitted your complaint directly to the Directory Enquiries operator, and fulfilled at least 1 of these conditions:
- Received the Directory Enquiries operator’s Final Written Response
(otherwise known as a ‘Deadlock Letter’) - Given the Directory Enquiries operator 8 weeks to respond to your dispute
PLEASE NOTE: CommsADR can only deal with disputes concerning ‘non-regulated’ matters.
Not sure what ‘non-regulated’ means? Please see our article on this: Regulated VS Non-Regulated Communications Complaints: What’s the Difference?
If the above apply to you, hooray! You can submit your complaint to us cost-free, and we’ll handle the rest.
An independent adjudicator will review the evidence provided by both you and the Directory Enquiries operator before reaching a fair and impartial decision… All within 60 days of declaring a Complete Complaint File. Simple!
ADR offers an alternative to court proceedings and provides an independent, stress-free way of resolving disputes when agreement cannot be reached directly.
How do I get started?
You can lodge your complaint with us for FREE in whichever way suits you – through our online portal, by post, or by phone:
> Start your complaint with CommsADR
> What to do before you come to us
Want to learn more about your Consumer Rights? Follow our social media platforms below!
