Complaints and refunds (11850/11860)

If the level of service provided by 11850 does not meet with your expectations, please provide us with feedback.

o By phone
Contact our customer care team directly on 1800 923 433 between 0900-1700 Mon-Fri.

o By email
Send an email to customercare@11850.ie

o Via website
The contact us option at www.11850.ie has a feedback form where you can detail your complaint.

o By letter
Our address: 11850 Customer Care, Block P1, East Point Business Park, Dublin 3

o By fax
Number: +353 1 819 0088 (Attention: 11850 Customer Care)

What information Is required?

o Name:
o Postal address (if refund is requested)
o Daytime phone number
o The phone number (and network) you called from
o The service you called to (11850 or 11860)
o The date and approximate time of your call
o The nature of your complaint (how did our service not meet your expectations)

Refunds

If 11850 have given you incorrect information, poor service or experienced a technical fault, we will issue a refund.

If you have called from an Eircom or BT landline, 11850 will offer you a refund based on the length of the call you placed at a rate of 99c + 69c per minute for the exact amount based on the time of call. You can receive your refund in a variety of ways, including giving a donation to charity.

If you have used a mobile phone to call 11850, please note that each mobile operator charges different amounts for 11850 services. We will ask you to send a copy of your bill for verification. Again, you will be given the option to receive your refund in a variety of ways, including giving a donation to charity.