Code of Conduct

City Numbers products
City Numbers 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 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.

Credit checking
We may carry out a credit check as part of our assessment procedures.

Service delivery
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 period.

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.

Price lists
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 basis.

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 so.

If you move location
Please write to us as soon as possible before your move date so that we can update our billing systems.