Code of Practice

Basic Code of Practice and Code of Practice for Premium Rate Services and NTS calls

Introduction to our company and services
City Communications is an independent family business that provide telecommunication services to predominately business customers. We may not provide all of the components of our services ourselves, but we do take responsibility for the services delivered to you. So we will liaise with our suppliers to ensure that any problems with their services are resolved promptly.

Purpose of this Code of Practice
This code informs you about our products, services, customer-care policies and where to find information about our charges and terms & conditions. This Code of Practice is published on our website at Additional copies are available on request and free of charge to any business customer. It is also available in alternative formats, (e.g. large print).

How to contact us
Please contact our Customer Support Team by any of the following:

By phone: 0115 8384284
By email:
By post: City Communications, Welbeck House, 69 Loughborough Road, West Bridgford, NG2 7LA

Or via our website:

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

  • CPS – Carrier Pre-Selection
  • WLR – Wholesale Line Rental, ISDN2e, ISDN30e, Analogue & Multi Analogue Lines
  • Broadband access
  • VoIP & IP telephony services incl. leased lines
  • Non-geographic numbers
  • Mobile telephone and data services – incl.EE/O2/Vodafone
  • Equipment and maintenance service – incl. PBX Solutions (Avaya, Polycom, Toshiba etc.)

For more details on any of our products and services, or to place an order immediately, please contact our Customer Service Team on 0115 8384284.

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

Terms and conditions
When you subscribe to a service from City Communications, we will send you our Standard Terms & Conditions and ask you to sign a contract, if applicable. If you have any questions, please phone our Customer Service Team on 0115 8384284. We may carry out a credit check as part of our assessment procedures.

Where applicable, the minimum contract term for our services is 12 months from the commencement date unless otherwise stated (refer to clause 1 of City Communications terms & conditions found at We aim to provide services within 14 days, from the date of the Agreement (subject to the line type) for those numbers not requiring the transfer of line rental, and 21 days for those numbers which do require the transfer of line rental, subject to the availability and installation of any equipment, and where appropriate, lines to your premises. If we need to carry out a survey of your premises or lay additional cabling, we will inform you of the revised timescales as soon as we can.

If you decide to cancel your order or agreement before we have provided the services, you may do so without charge within 7 working days after your order is placed. After 7 working days we will charge you an administration fee as set out in your contract. Notification to cancel any service provided by City Communications should be submitted by email, telephone or post effective on the date the notice is received by City Communications, no less than 30 days prior to the contract end date, but no greater than 60 days prior to expiration date.

Faults and repairs
Please call our Customer Service Team on 0115 8384284 if you experience a fault with any of our services. We aim to have this investigated and repaired within 5 days, subject to service agreements and care levels.

Compensation and refund policy
Our policy is to assess each claim on a case by case basis.

Price lists
Our pricing structure is available from our Customer Service Team on 0115 8384284. We will inform you in advance if we change the pricing structure on your products and services.

We will bill you monthly.
You can choose to pay us via a range of options including credit card, cheque and direct debit. These are agreed at the start of your contract. If you wish to change your method of payment at any time, please call our Customer Service Team on 0115 8384284.

We provide itemised bills as part of our service to you on request and for a fee of £2.50 per month.

If you have difficulty paying your bill, please contact us on 0115 8384284 and we will try to arrange a different method of payment. We will do all we can to help our business customers to manage their bills and avoid disconnection.

If you are moving home or office
Please call our Customer Service Team on 0118 8384284 no later than 30 days before your move date. We will amend your account and billing requirements as necessary. We will endeavour to offer you the same telephone number to minimise disruption but please note that for geographic numbers this is not always possible.

Number porting
City Communications recognise 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. For more information, please call our Customer Service Team on 0115 8384284.

Directory Entries
You are entitled to a Directory Enquiry listing (including an entry in the Phone Book) for both your fixed and mobile telephone numbers. If you do want your details included, please contact our Customer Service Team on 0115 8384284.

We make every effort to ensure that our customers 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.

Our Code of Practice on Complaint Handling and Dispute Resolution explains how customers can complain. The code also provides information on how we deal with complaints and your right to take unresolved complaints to Alternative Dispute Resolution. You can find a copy of our Complaints Code on our website at Alternatively, copies are available free of charge and on request from our Customer Service Team on 0115 83842

Nuisance calls
We take the problem of nuisance calls and malicious communications very seriously. We tackle it by working closely with the police and others in the communications industry. If you have been a victim of this activity, please call the Customer Service Team on 0115 8384284 to report the incident and for information on how to deal with it.

Services for people with special needs
We are committed to helping all our customers to communicate easily. We offer the following additional services on request for customers who are older or who may have a disability, including:

  • Priority access to the Customer Service Team
  • Priority fault repair and assistance
  • Additional help and support if you have difficulty paying your bill
  • A free Directory Enquiries service for people who are unable to use the printed phone book
  • Copies of bills in large print, on computer disc (or in Braille) for customers who have difficulty reading their bill

Copies of this Code are available in larger print and other formats on request

Data protection
We comply fully with our obligations under the Data Protection Act 1998.

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