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Code Of Practice

Code of Practice Regarding Complaint Handling and Dispute Resolution for Domestic and Small Business Customers

1: Introduction  

CFL Communications is a PECN. It has full interconnect with BT and will terminate services on Geographic, PRS and NTS numbers.

CFL Communications offers network termination services to service providers and individuals and terms are agreed by contract in each case.

2: Contact details  

Postal address of head office:

CFL Communications Limited

Abbey House
25 Clarendon Road

Customer service phone number: 0845 186 0000

Customer service email:

Web site:

3: Terms and conditions, including prices and tariffs  
Our services CFL Communications offers a range of termination services, from hosted applications to single 070 numbers. All contracts are agreed on a bilateral basis between CFL Communications and the service provider/information provider.
Access Customers can obtain numbers direct from the portal ( or by contact with CFL Communications sales staff.
Pricing information Commercials are as set out on the portal or as agreed via contract with a member of the CFL Communications sales team.
Standard tariffs (including special discounts and special and targeted tariff schemes) should either be included, or the customer should be advised of how to obtain them. Outpayments and any discounts or special agreements will be discussed with the sales team and set out in schedules attached to the contract.

Contract conditions

Including any relevant minimum contract period and how service can be cancelled.

Contracts are generally for a one year period in the first instance and can be cancelled by 30 days written notice from either party. CFL Communications have the right to apply early termination charges if the customer cancels within the minimum contract period. Any such charges will be defined within the contract.

Customers can cancel services by writing to the address given in the contact details section of this code of practice.

4: Customer service  
Compensation or refund policy

Complaints made by contracted parties will be considered on a case by case basis. Any claims for financial redress will be considered under the terms of the contract.

Complaints received from members of the public about their experience of a service operating on the CFL Communications network will be considered. Any compensation payment deemed to be appropriate will not be in excess of any amount actually billed to the complainant by their network operator.

Complaint handling process

Describe in relation to public electronic communications services for domestic and small business customers.

If you should have cause to complain about our service, please contact our customer services department. The telephone number, email and postal address can be found in the contact details section.

If your complaint has not been satisfactorily resolved within 4 weeks of first making your complaint you may then escalate your complaint to the Customer Services Manager at the address given in the contact details section of this code of practice.

Alternative dispute resolution procedure

Details of alternative dispute resolution arrangements in relation to the provision of public electronic communications services to domestic and small business customers.

If we are unable to resolve your complaint satisfactorily, we will issue a ”deadlock” letter so that you may make a complaint through Otelo an independent Alternative Dispute Resolution scheme. We can provide you with details of this service. Alternatively if more than 8 weeks has passed since you first made your complaint, please contact the ADR scheme directly.

Contact details

PO Box 730

Telephone 0845 050 1614
or 01925 430 049


Web site:

5: How to obtain this Code of Practice  
This Code of Practice is published on our Web site at Additional copies are available on request and free of charge to any domestic and small business customer. A large print copy can be made available on request
6: Additional information  
This Code has been approved by Ofcom for the purposes of section 52 of the Communications Act 2003. The Guidelines for producing codes of practice are on Ofcom’s Web site at: