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Ofcom General Condition 24 (GC24)

For some time we've been concerned at the number of complaints relating to the transfer of our customers' landline & call plans without their knowledge or consent (known as mis-selling or slamming). We have made every effort to alert Ofcom and the industry to our concerns.

In 2009, Ofcom reviewed the situation and concluded that the measures in place to protect consumers against mis-selling were not sufficient.

They introduced a new General Condition (GC24) which prevents inappropriate sales and marketing activity and replaces the code of practice approach. This change clarifies the regulations that all Communication Providers should adhere to and enables Ofcom to take action for non compliance. This applies to residential or "small business customers" transferring their lines and call plans, between service providers.

The new General Condition - General Condition 24 on Sales and Marketing of Fixed – Line Telephony Services can be accessed from the Ofcom's website.

If you can't access the Ofcom document, give us a call and we'll send you a free printed copy.

Our policy

We take great care to be sure that we're recruiting the right people in our sales team. They are trained to make sure you understand exactly what you sign-up for and you're sold the right product for your needs.

Our sales staff will comply with GC24 and any other legal and regulatory obligations which are appropriate. These rules are there to protect you and apply no matter which phone company has contacted you.

However, despite our best efforts, things can sometimes go wrong.  If they do, we want to know so we can put them right as quickly as possible. Please see our Code of Practice if you wish to complain to us.


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