Customer Charter

We are not perfect, but are always trying to be.

This section outlines the level of service which you should expect from us. All time is UK local time We are not perfect, but are always trying to be.

SERVICE HOURS

Service hours are 9.30 am till 5:30 pm Weekdays. During these hours you will be able to speak to us by calling 0844 804 2803 Option 4.

WITHIN SERVICE HOURS

Contact requests and email communication: This is by far the fastest way of communicating with us. We pride ourselves on the speed with which we respond to customer messages and often respond to emails within a few minutes of receipt! However, officially, contact/emails received during service hours will be dealt with within 1/2-2 hours.

Our service phone system explained:   0844 804 2803 , these are the options you will hear:

Option 1 - Top-up - we will normally action within 1/2-2 hours.

The vast majority of calls we receive are from customers requiring a top-up on their account. This is why a top -up is the first option. All we need here is your name, account number, a contact phone number, the amount you wish to top-up by (minimum £25 by phone) and your credit card number, expiry date, start date and issue number if applicable. Hint: The quickest way to top-up your account is to use our electronic top-up system, using ePDQ on this site. Click the top-up button at the top of this page and follow the instructions.

Option 2 - Report a Fault - we will normally respond within 1/2-2 hours.

This option is to enable a fault to be reported by phone. Please don't forget to tell us your name, account number, the destination you are having problems with, the access number you are using, and the destination number you are dialling. A description of the fault is also always useful; e.g. dead-air, continuous tone, crackly line etc...

Option 3 - Problem - we will normally respond within 1-2 hours.

This option is intended for less urgent problems.

Option 4 - Speak to an operator

During service hours, we will pick up your call usually within 3 rings. If all our operators are busy, we will not place you in a queue. We will transfer you to a voicemail system where you can leave a message, or try again in a few minutes.

BEYOND SERVICE HOURS

Contact/emails received after 5:30 pm and until 12.00 Midnight, will also usually be dealt with within 1/2-2 hours. Communication received after midnight and up to 2.00 am are very often also dealt with within 1-2 hours but officially, we will deal with these the following morning!

Telephone messages received after hours will be given similar priority to contact / emails and dealt with as above.

At weekends, similar rules apply, ecxept that after hours response times will be 2-4 hours.

FAULT RESOLUTION

Please bear in mind that, apart from general systems failures which are very rare, the resolution of faults and in particular the time taken will depend on

  • the calling destination (e.g. Afghanistan will usually take longer to resolve than say Australia);
  • timing of the report (faults reported at weekends can take longer as we need to test calls to destinations and this depends on the availability of the other party), and of course
  • the exact nature of the problem (it could be a simple rerouting requirement or it might be something far more technical). 
    For these reasons, we cannot establish a meaningful service level for faults.

Some are resolved within a few hours, others take a few days. What is clear though is that out of say 250 plus destinations, at any time, there are 2 or 3 with a fault! We are sorry if yours is one of those 2 or 3 but we undertake to make every effort to ensure that any inconvenience is kept to an absolute minimum.

CONTACT US

To contact us or for contact information, please contact us