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Customer Complaints Code

City Numbers aims to provide a world class customer service to all its customers but sometimes things can go wrong. If things do go wrong we need to know about it so that we can put it right and stop it from happening again in the future.

In the event of an issue here is how to raise a complaint:

Initially it would be advisable to call us and speak to one of our highly trained members of staff. We can be contacted on 08448 222 666 between the hours of 9am to 5pm Monday to Friday. Our customer service person will be available for you to resolve any issues you have as quickly as possible. In order to make the process faster please ensure you have the following details ready:-

  1. Please have your account number ready to give to us
  2. A contact number for you and a secondary number like a mobile
  3. Full detail on the complaint including any supporting evidence like test calls and times of calls

It is our aim to resolve issues quickly and we prefer to make a resolution on the 1st call. If we cannot resolve your issues on the 1st call we will contact you via the telephone numbers that you allocated to us or the email addresses on your account.

If you feel that the initial person dealing with your complaint is not progressing then you can escalate the complaint to a member of the management team who will respond to you within 24 hours to discuss the issue.

We aim to resolve all complaints within 14 working days and if we do not resolve your complaint within 8 weeks we will happily provide details of the Ombudsman. If the Ombudsman complaint does not meet their criteria we will then advise you of our final position.