Evidence and official sources
This page sets out the conclusions used on the main campaign page, the conditions and exceptions that matter, and the corresponding official sources. Rules can change, so check the source pages again before acting.
PACs and refunds of remaining credit
Conclusion used on the main page
A PAC and a refund of any remaining credit should normally be requested within 30 days of deactivation.
Conditions and exceptions
- A PAC is only a transfer code. The number must still be transferred to another UK mobile provider before the code expires.
- A refund may be unavailable where the account was deactivated for non-permitted usage.
- If you are abroad or the number is already deactivated, do not rely only on the standard text route; contact a giffgaff agent immediately.
- If the SIM is already deactivated, giffgaff currently asks the member to re-add a payment card to the account before an agent can process the refund of any remaining credit.
Formal complaints and the Communications Ombudsman
Conclusion used on the main page
Request the PAC and refund immediately. If the requests are not resolved, submit a formal complaint to giffgaff.
Time limits
- Reply to giffgaff’s complaint outcome within the stated deadline. Its current complaints page refers to a 28-day response window.
- If the complaint was first raised with giffgaff on or after 8 April 2026, it may be referred to the Communications Ombudsman after receiving a deadlock letter or after six weeks without resolution.
- Complaints first raised earlier normally remain subject to the eight-week period.
Ofcom’s role
Ofcom records and identifies wider communications-sector concerns. It does not usually resolve individual refund, number-transfer or compensation claims. Personal redress should continue through giffgaff’s formal complaint process and the Communications Ombudsman.
Make-A-Wish UK charity text
WISH1 → 70450 is a one-off £1 text donation. One standard network message is charged. Donr charges 5%, so Make-A-Wish receives about £0.95 from each £1.
Beneficiaries: children in the UK living with critical illnesses and their families. Donations help grant life-changing wishes.
Risks and conditions
- An incorrect keyword or short code may still incur a message charge while the donation fails.
- Wait for confirmation. Sending from abroad may incur additional network charges.
- The bill payer’s permission is required; anyone under 16 should have parental or guardian consent.
Young Lives vs Cancer charity text
HELP → 70030 is a one-off £3 text donation, plus one standard network message.
Beneficiaries: children and young people aged 0–25 with cancer and their families. Support includes specialist social work, financial and practical help, and accommodation near treatment.
Risks and conditions
- The service is for eligible UK mobile numbers.
- An incorrect keyword or short code may still incur a charge, and mistaken texts are normally non-refundable.
- Using a UK number abroad may incur extra charges. Some MVNOs, account restrictions or premium-rate bars may prevent sending.
Cancer Research UK charity text
BEAT → 70180 is a one-off £5 text donation, plus one standard network message.
Beneficiaries: people affected by cancer. Donations support research into prevention, early diagnosis and treatment.
Risks and conditions
- UK mobiles only. The sender must be aged 16 or over and have the bill payer’s permission.
- Some MVNOs may not support the service or show an error. A wrong keyword or short code may still incur a message charge.
- Sending from abroad may incur extra network charges. Cancer Research UK says it receives 100% of the donation.