Code of Conduct
The company City Numbers
City Numbers Ltd is an independent company that delivers telephone numbers to
domestic and business customers worldwide. We source numbers from various
international carriers and deliver them anywhere in the world (landline and
mobile). We provide additional services that sit on the back end of numbers that
creates flexibility for all our users.
Why a code of practice?
We prefer to be upfront with our customers and as our industry is regulated by
Ofcom (in the UK) we have created this code of practice to meet with their
guidelines. The Code informs you about our contact details, products, services,
cancellation policy and customer care.
Our contact details
We can be contacted by several methods (as listed below). In the unlikely event
our contact details change our web site will be updated immediately.
Telephone: +44 (0)8000 155 111
Fax: +44 (0)845 3666556
Our products and services
- International City Numbers
- International Toll Free Numbers (International Freephone Numbers)
- UK City Numbers
- UK 0800 Numbers
- UK 0845 Numbers
- UK 0871 Numbers
- UK 0844 Numbers
- Audio conferencing
- Fax to Email
- Virtual Receptionist
- Divert Calls on Busy
- Voicemail to Email
- Call Recording
- Caller Announcement
For more details on any of our products and services, please view our website
Our commitment to you
We are committed to providing you with the highest quality of customer service.
When we purchase our services from wholesale provider(s), we choose those
providers carefully to ensure that you get a high quality service. We make every
reasonable effort to supply services that satisfy your requirements. We work to
all relevant laws and regulations.
Terms and conditions
Please check our terms and conditions on our website
www.citynumbers.co.uk in the terms and conditions section.
We will inform if we make changes to our Standard Terms and Conditions via our
website and give 14 days notification. If you wish to object to any changes in
our terms and conditions please write to us at the above address. If we do not
receive a notification in 14 days it will be assumed that you have seen our
notification to you of the change(s), read the latest version of them on our
website page(s) and found them to be acceptable.
We may carry out a credit check as part of our assessment procedures.
We aim to provide phone numbers on the same day of the order placed (if the
order is placed after 2pm (UK time) the number may be delivered on the next
working day (subject to the availability of numbers).
Faults and repairs
Faults can be reported by email, in writing or by phone. Faults will be
acknowledged and a response sent back to you within 24 working hours. The
response will identify the possible downtime of any service.
If you decide to cancel your order or agreement before we have provided the
numbers, you may do so without charge. After this time we will charge you the
full amount of the service ordered for the contract period. In the event that
you terminate the Contract before its assigned date of expiration, you will be
liable to us for total value of the outstanding monthly rental in your contract
You can request your service is cancelled after the minimum term by contacting
us in writing, either during the term of the contract or within fourteen days
from the expiration date of the Contract, and request that the Contract is to
not be renewed on its anniversary date. If you do not contact us to cancel your
service(s), the Contract shall automatically renew for the same period of time,
to the period of time that it was entered into in the first instance. This
renewal process will recur on each anniversary date of the Contract.
Our latest price lists are available on our website.
Compensation and refund policy
Our policy is to consider all claims for compensation/refund on a case by case
We will invoice you for your services (rentals) monthly in advance and calls
monthly in arrears. We accept payments by Direct Debit only (for monthly
rentals), set up fees are accepted by credit card or bank transfer. We will not
accept payment by cheque. If you set up a Direct Debit and this is cancelled by
you your number will be ceased immediately. If you fail to pay for a service
within its agreed terms your number will be ceased immediately. A charge of £5
will be applied to your account if a number has been suspended due to late
payment. Our normal payment terms are Fourteen days from the date of our sales
invoice to you. We provide itemised bills as part of our service to you free of
charge by email and post all our bills to our online billing site
We take customer complaints very seriously and we aim to resolve them quickly
and efficiently. If you have a complaint about any part of our service, please
contact us. We will try to resolve your complaint quickly and efficiently, and
to keep you informed at all times. Our customer services personnel will ask you
about your complaint and seek to resolve the problem while you are on the line.
During any discussions we will protect the privacy of the information that we
hold on you. To do this we may have to ask you questions to confirm that we are
speaking to the right person. You may also send your complaint to us in writing
(see "How to contact us" above). If your complaint is not resolved to your
satisfaction, you can take it further within our company, and ultimately to the
Managing Director. If we cannot resolve the problem, we will write to you to say
If you move location
Please write to us as soon as possible before your move date so that we can
update our billing systems.