Codes Of Practice

Including our Code of Practice on Complaint Handling and Dispute Resolution and our Code of Practice for Premium Rate Services and NTS calls

Part 1 - NORTHWAY COMMUNICATIONS SERVICES (UK) LTD. Code of Practice on Complaint Handling and Dispute Resolution for Domestic and Small Business Customers

Introduction to our company and services

NORTHWAY COMMUNICATIONS SERVICES (UK) LTD. is an independent company that delivers communications services to domestic and business customers. While we may not provide all the component parts of our services ourselves, 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, 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 purposes of section 52 of the Communications Act 2003. This Code of Practice is published on our website at ( Additional copies are available on request and free of charge to any domestic and small business customer. It is also available in large print format.

How to contact us

Please contact our Customer Service Team

By phone: 01684 878 060

From 9am until 6pm Monday-Saturday and bank holidays

Please call the appropriate number for your query below:

Residential, small business and corporate customers and accounts 01684 878 060

By email:

By fax: 0845 508 1668

By letter: NORTHWAY COMMUNICATIONS SERVICES (UK) LTD., Unit 3, Station Drive, Bredon, Tewkesbury, Worcestershire, GL20 7HH


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

For more details on any of our products and services, or to place an order immediately, please contact our Customer Service Team on 020 33 55 01 33.

You may also purchase our services from local dealers and retailers around the UK. For more information, please contact the Customer Service Team on 020 33 55 01 33 or see our website


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 NORTHWAY COMMUNICATIONS SERVICES (UK) LTD., we will send you our Standard Terms and Conditions and ask you to sign a contract, if applicable. If you have any questions, please phone our Customer Service Team on 020 33 55 01 33. 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. We aim to provide services within three working days of your original request, 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 ten working days after your order is placed. After ten working days we will charge you an administration fee as set out in your contract. If you wish to terminate your contract within the minimum term of 12 months, please call our Customer service Helpdesk on 020 33 55 01 33 we will charge you a fee as set out in your contract. After the minimum term you can cancel any service by calling our Customer Service Helpdesk on 020 33 55 01 33, giving us 3 months’ notice.

Faults and repairs

Please call our Fault Service Team on 01684 878 060 if you experience a fault with any of our services. We aim to have this investigated and repaired within 2 days.

Compensation and refund policy

Our policy is to assess each claim on a case by case basis. We aim to investigate any claims and respond within 10 working days. Any refunds that are due will be credited to the next month’s invoice.

Price lists

Our pricing structure is available from our Customer Service Team on 020 33 55 01 33 and via our website ( services ( + reinstallation fees ) and for call charges). We will write to you in advance if we change the pricing structure on your products and services.


We will bill you monthly unless we tell you otherwise.

You can choose to pay us via a range of options including direct debit, PayPal™, cheque and BACS. 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.

We provide itemised bills as part of our service to you. We only charge for customisation of this bill, should you require this.

If you have difficulty paying your bill, please contact us on 020 33 55 01 33 and we will try to arrange a different method of payment. We will do all we can to help our residential and small business customers to manage their bills and avoid disconnection. If you fail to make a payment with us, we will contact you before we disconnect your service explaining what has gone wrong and how you can update your details or make payment to us.

If you are moving home or office

Please call our Customer Service Team on 020 33 55 01 33 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

NORTHWAY COMMUNICATIONS SERVICES (UK) LTD. 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 020 33 55 01 33.

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 020 33 55 01 33.


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 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 01684 878 060 (Sales).

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 01684 878 060 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 fault repair and assistance

Copies of bills in large print 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.

Part 2 - NORTHWAY COMMUNICATIONS SERVICES (UK) LTD. Code of Practice for Premium Rate Services and NTS Calls

Purpose of this Code of Practice

This code informs you about our policies on providing information about Premium Rate Service (PRS) calls and on our charging policy for calls to NTS and PRS numbers.

Premium rate services

Premium rate services (PRS) are telephone numbers that offer some form of information or entertainment that is charged to your phone bill. UK-based PRS numbers are normally prefixed by “09”. 0871 is currently designated as a Premium rate number and subject to PRS regulation. Typical services include TV votelines, mobile ringtone downloads, technical helplines, charity fund-raising and adult entertainment.

Charges for these services are added to your telephone bill. Calling a PRS number generally costs between 10 pence and £1.50 per minute, per call or per text (incl. VAT). Calling these services from, for example, mobile phones, cable networks or public payphones will generally cost more than the advertised rate. Our charges for calling these services are shown in our price list, which is available on request from our Customer Services Team and via our website.

If you have a problem with Premium Rate Services then we can help. We can provide advice on checking the telephone number of any PRS charges that appear on your bill and will try to help you identify the premium rate service provider. We can use call barring to restrict access to “09” numbers. Please call our Customer Service Team on 01684 878 060 for advice on this. We can give you a factsheet on PRS.

You can also ask for help from PhonepayPlus (formerly ICSTIS), which is the industry-funded regulatory body for Premium Rate Services. PhonepayPlus operates a code of practice that sets out standards for the operation of PRS. You can use the PhonepayPlus website at to check PRS numbers direct or to download a complaint form. PhonepayPlus has legal powers to require a provider of PRS to amend its service or promotional material (or both) and can also impose penalties on content service providers. For other ways to contact PhonepayPlus, see the “Useful addresses” section below.

Number translation services

Number translation services (NTS) are based on numbers that are normally pre-fixed “08”. For example, 0800 and 0808 are used to provide freephone services (some freephone services are also provided on 0500 numbers). 0844 and 0845 numbers are used for dial-up pay-as-you-go Internet access and customer service helplines. 0870 numbers are used for information services, technical helplines and telephone banking. They are also used by organisations to help them provide call-management features such as intelligent call routing and fax-to-email services.

Charges for calling services on NTS numbers are added to your telephone bill and standard prices range from free up to 5p per minute or per call (incl. VAT). Calling these services from, for example, mobile phones, cable networks or public payphones will generally cost more than the advertised rate but communications providers must publish prices for calls to 0870 numbers where these are higher than for calls to geographic numbers. Our charges for calling these services are shown in our price list, which is available on request from our Customer Services Team and via our website. We can also give you a factsheet on NTS.

If you are unhappy with the help you have received from us on a problem with PRS or NTS, please contact Richard Bartlett (telephone 01684 878 060 or email has responsibility for compliance with our code of practice for PRS and NTS. You may also complain using the complaints procedure set out in this code including, ultimately, referring your complaint to CISAS.

Internet diallers

If you use the Internet, it is possible for software to be placed on your computer without you knowing - using the same methods as for computer viruses. This type of software (known as Internet or rogue diallers) can then make calls to PRS and NTS numbers without your knowledge. Software is available to detect this activity and we can help you to access this - please contact our Customer Services Team for details. PhonepayPlus has been given responsibility for policing this type of activity and you can contact them via to ask for help or to report examples of this type of abuse. For other ways to contact PhonepayPlus, see the “Useful addresses” section below. We can also help by barring calls to 09 numbers.

The Telephone Preference Service

If you don’t want to get sales and marketing calls you have not requested, you can add your details to a list run by the Telephone Preference Service (TPS). If your number is on the list, it is illegal for a company to call you for marketing purposes. You can contact the Telephone Preference Service via or by telephoning 0845 070 0707.

Useful addresses

CISAS– 24 Angel Gate, City Road, London EC1V 2PT, Tel: 0845 1308 170 or 0207 520 3827 e-mail:, Website:

OfCom - Riverside House, 2a Southwark Bridge Road, London SE1 9HA. Tel: 020 7981 3040 or 0300 123 3333 email: Website:

PhonepayPlus (formerly ICSTIS)- Clove Building, 4 Maguire Street, London, SE1 2NQ. Tel: 0800 500 212 or 020 7940 7474 Website: email

Telephone Preference Service - DMA House, 70 Margaret Street, London W1W 8SS Tel: 0845 070 0707 Website:

Federation of Communication Services (FCS) - Burnhill Business Centre, Provident House, Burrell Row, Beckenham, Kent BR3 1AT. Tel: 020 8249 6363 email: Website:

This code has been licensed by The Federation of Communication Services LTD. 2006

Licence number 002461

Privacy Statement

Northway's Commitment to Data Protection

Protecting the security and privacy of your personal information is important to Northway and to the way we conduct our business in compliance with laws on privacy, data protection and data security.

Personal Information

Through our websites, we will not collect any personally-identifiable information about you (e.g., your name, address, telephone number or e-mail address), unless you voluntarily choose to provide it to us (e.g., by registration). If you do not want your personal information collected, please do not submit it to us.

When you do provide us with personal information, we usually use it to respond to your inquiry, process your order or provide you access to specific account information. Also, to support our customer relationship with you:

We may store and process personal information to better understand your business needs and how we can improve our products and services; or we may use the information to contact you about our services and in support of your business needs or to conduct surveys to understand better our customers' needs.

If you choose not to have your personal information used to support our customer relationship (especially direct-marketing or market-research), we will respect your choice. We do not now (and do not intend to) sell, rent or otherwise market your personal information to third parties.

Storage and Processing

Any data that we store is held on private secure servers with restricted access to staff members whereby the only data they can access is such that they can complete their contracted duties.

We only store information that is required to provide the services we are contracted to supply to our customers. Under no circumstances will Northway ask for any private data that is unrelated to services we provide.

Northway do not store any credit card details. All credit card transactions are provided directly via Paypal.

Sharing Your Information

We will not share your personal information with parties outside of Northway Communications. We will require opt-in consent from you for sharing such personal information.

We will share personal information with companies, organisations or individuals outside of Northway if we have a belief in good faith that access, use, or disclosure of the data is reasonably necessary to:

If we are involved in an acquisition, we will continue to ensure the confidentiality of any personal information and give affected users notice before personal information is transferred or becomes subject to a different privacy policy.

Non-Personal Information Collected Automatically

When you access our websites, we may automatically (i.e., not by registration) collect information that is not personally-identifiable (e.g., type of Internet browser and computer operating system used; domain name of the website from which you came; number of visits, average time spent, pages viewed). We may use this information to measure the use of our websites and improve their content.

When you view our websites we may also store certain information on your computer in the form of a "cookie" file. By using a cookie we are able to simplify and personalise our websites for any subsequent visits you make. If you wish to block or erase the use of cookies then please refer to the relevant instructions in your web browser.


No personal information should be submitted to our websites by children without the consent of their parent or guardian. Northway will not knowingly collect or use any personal information collected from children for any purpose whatsoever, including disclosure to third parties.


Northway takes precautions to ensure the security of your personal information and strives to keep it accurate. We carefully protect your personal information from loss, destruction, falsification, manipulation, and unauthorized access or unauthorised disclosure.

Compliance with GDPR and Data Protection.

Northway is committed to complying with the Data Protection Act (DPA 1998) the General Data Protection Regulation (GDPR 2018).

As a Data Controller (as defined in GDPR) we try to be as clear and transparent as possible on the use of our customer data. This also allows you to contact us to find out which data we hold on you, amend, or delete.

Please click here for further information regarding GDPR and DPA.

Questions and Comments

If you have any questions or comments about Data Protection Policy (e.g. to review and update your Personal Information), please contact us at the address shown on our websites.



You can contact our support desk via phone, email, or our support portal

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