1 2 aim
  • The power to communicate

Code of Practice

Information For Making A Complaint

This code of practice informs you about our products, services and customer-care policies. Our code of practice on complaint handling and dispute resolution has been approved by Ofcom, the independent regulator for the UK communications industries for the purpose of section 52 of the Communications Act 2003. This Code of Practice is published on our website wwwplustel.co.uk. Additional copies are available on request and free of charge to any business customer. It is also available in alternative formats (e.g. larger print).

How to Contact Us

Please contact our Customer Service Team From 9:00am until 5.30pm Monday - Friday

  • By Phone: 0333 880 2402
  • By Email: enquiries@plustel.co.uk
  • By Letter: Plustel Ltd, Innovation House, Innovation Way, Discovery Park, Sandwich, Kent, CT13 9FF

Website: www.plustel.co.uk

Our Commitment To You

We are committed to giving you the highest quality of customer service. When we purchase our services from wholesale providers, 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.

Our Products And Services

  • Telephone Equipment
  • WLR
  • CPS
  • Broadband and Leased Lines
  • Hosted Email Services
  • Hosted Web Services
  • Hosted Server Rental
  • Domain Registration
  • VoIP & IP Telephony Services
  • Non-geographic Numbers
  • Intelligent Call Routing
  • Mobile Telephone and Data Services

For more details on any of our products and services, or to place an order immediately, please contact our Customer Service Team on 0333 880 2402.


We work to the principles in the British Code of Advertising, Sales Promotion and Direct Marketing, which are set out on the website www.cap.org.uk

Price Lists

Our pricing structure is available in the Plustel Partner portal. We will write to you in advance if we change the pricing structure on your products and services.


We will bill you monthly in most circumstances unless alternative arrangements are made prior to the supply of services. We prefer payments to be made via direct debit. Payments are due 14 days after the bill is produced. This date will be listed on your bill. Customers paying by other methods will be charged an additional fee as per our terms and conditions, unless an alternative payment option has been agreed by us.

Number Porting

Plustel Ltd recognises that keeping your existing telephone numbers may be important to you. If you move your business to us and wish to keep the number that you have with your old provider, we will arrange it if you ask us. We will work with you to ensure that the services are switched over at a convenient and appropriate time.


We make every effort to ensure that our partners are happy with the level of service, and the products and service they receive from us. However, despite our best efforts, things can go wrong. We take customer complaints very seriously and aim to resolve them quickly and efficiently. If you have a complaint about any part of our service, please contact us where we will seek to resolve the problem.

You may also send your complaint to us in writing: Plustel Ltd, Innovation House, Innovation Way, Discovery Park, Sandwich, Kent, CT13 9FF

We will try to resolve your complaint quickly and efficiently, and to keep you informed at all times. We normally aim to resolve complaints within 10 working days but, depending on the nature of the complaint, this is not always possible. However, If you are not happy with progress in resolving your complaint you can ask the person to whom you are speaking to escalate the matter to their manager, and ultimately to the Managing Director. If we cannot resolve the problem, we will write to you to say so.

VoIP Or Voice Over Internet Services

Voice over Internet Protocol services (VoIP) services deliver phone calls over broadband connections rather than traditional phone networks. To use a VoIP service, you would normally use a broadband connection together with some special equipment. This equipment could be either a personal computer installed with relevant software, a traditional phone with an adaptor that plugs into the broadband connection, or a wireless device with suitable software installed on it or your VoIP enabled telephone system. Many VoIP services might 'look and feel' like traditional phone services but may not offer the features customers expect from their phone service, such as such as guaranteed access to 999 calls or power to a phone so that it will still work if there is a power cut in the home. We strongly recommend that you carefully consider whether a particular VoIP product meets your needs relating to contacting the emergency services.