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Complain to YouTube Premium

Google’s video platform - complaints about Premium billing and content moderation

Streaming

Contact emails

support@google.com

Customer Service

Make a complaint online(opens in a new tab)

YouTube Premium handles complaints through its official online form.

Laws that protect you

Consumer Rights Act 2015

Digital content must be of satisfactory quality, fit for purpose, and as described.

Section 34Section 35Section 36

Consumer Contracts Regulations 2013

14-day cooling-off period for digital subscriptions, though this may be waived if you start using the service.

Regulation 29Regulation 37

Tips for YouTube Premium complaints

  • Set calendar reminders before free trial periods end to avoid unwanted charges
  • You can cancel at any time - the subscription runs until the end of your billing period
  • Check if your subscription is billed through a third party (Apple, Google, etc.) as you’ll need to cancel through them
  • Under the Digital Markets Act, companies must make cancellation as easy as sign-up
  • Keep records of what you were promised when you subscribed

If YouTube Premium doesn't respond

  1. 1

    Customer Service

    No legal deadline: set yours in the letter

    Contact the streaming service’s customer support via their app or website

  2. 2

    Formal Complaint

    Send a written complaint if initial contact doesn’t resolve the issue

  3. 3

    Payment Provider

    If billed through Apple/Google, contact them to dispute the charge or cancel

  4. 4

    Chargeback

    Contact your bank for a chargeback if charged unfairly

Frequently asked questions

Most services don’t offer pro-rata refunds for mid-cycle cancellation, but if you were charged in error or didn’t authorise the payment, you’re entitled to a refund.

Check if you subscribed directly or through a third party (Apple, Google, your mobile provider). Cancel through whichever platform processes your payment.

Yes, but they must give you reasonable notice (usually 30 days) and you can cancel before the increase takes effect.

Put your complaint in writing to support@google.com with "Formal complaint" in the subject line. Include your account or reference number, what went wrong, and the outcome you want (a refund, repair, or compensation). Keep everything in writing so you have a paper trail.

Send complaints to support@google.com. Put "Formal complaint" in the subject line, include your account or booking reference, and state the outcome you want. Keeping it in writing creates the paper trail you'll need if you escalate later.

Tools & guides for your YouTube Premium complaint

Free calculators and explainers that strengthen the case you make to YouTube Premium.

Further reading

Not sure what the law actually entitles you to? Start with our UK consumer rights guide - refunds, faulty goods, and how to enforce your rights under the Consumer Rights Act 2015.

Work at YouTube Premium? Reply to complaints here.

Don't let YouTube Premium ignore you

Read your YouTube Premium letter first: it cites the law that applies, sets a deadline, and says what happens when it passes. No account until you want to keep the draft and track what they do next.

Start my YouTube Premium complaintSign in

Free to draft • The letter is yours either way

Disclaimer: NoReply is an independent consumer advocacy platform. We are not affiliated with, endorsed by, or connected to YouTube Premium or any of the companies listed on this site. Where an address is marked verified, we read it on YouTube Premium’s own site or a complaint sent to it arrived. Addresses marked not verified have not been checked, and ones marked bounced do not reach YouTube Premium. This page is for informational purposes only and does not constitute legal advice.