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Code of Practice on Complaint Handling and Dispute Resolution

1AffordableCall Ltd. is an independent company that delivers communications services to business customers of all sizes throughout the UK. While we may not provide all the component parts of your services ourselves, we do take responsibility for the services delivered to you. So we will liaise with the suppliers to ensure that any problems with their services are resolved promptly.


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.

If you have a complaint about any part of our service, please contact our Customer Service Team using one of the following:


1. By phone: 0118 901 4403
2. By email: Please email your "Account Manager" or

3. Via the "Contact Us" form


If you telephone, our advisors 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.


If you make your complaint by email or in writing, we will acknowledge receipt, advise how and when we will next respond and provide you with a contact point for checking progress on the resolution of your complaint.


We will try to resolve your complaint quickly and efficiently, and to keep you informed at all times. We normally aim to resolve complaints within 10 working days but, depending on the nature of the complaint, this is not always possible. However, If you are not happy with progress in resolving your complaint you can ask the person to whom you are speaking to escalate the matter to their manager, and ultimately to the Managing Director. If we cannot resolve the problem, we will write to you to say so.


If it has been more than 8 weeks from the date you first contacted us to complain or you have received a letter from us saying that your complaint has reached "deadlock", then you may ask for help from:


Ombudsman Services: Communications
PO Box 730


Tel: 01925 430870


Online form:


The Ombudsman Services is an independent organisation which is approved by Ofcom to provide an alternative dispute resolution (ADR) service. Ofcom-approved ADR services sort out disputes between communications providers and their consumer and small business customers. Their job is to investigate complaints fairly by listening to both sides of the story. They look at the facts given to them before recommending any action that may be needed to put things right.


Alternatively, if at any time you are not satisfied with the progress of your complaint you can ask us to agree an early referral to ADR (i.e. that we issue a deadlock letter). However, we may decline to do so if we do believe we will shortly resolve your complaint and are taking active steps to do so.


FREE ISDN2 or ISDN30 installations

For a limited period only, we can offer FREE IDSN installations


ISDN2 installations

Order a minimum of just 2 channels to take advantage of this limited offer.


ISDN30 installations

Order the minimum 8 channels required for his option to take advantage of this limited offer.

Please call us FREE on 08008 491 492 for further details and 'Terms & conditions' or via our online form.


FREE SIP Trunking trial*

If you are interested in VoIP (Voice over Internet Protocol), why not try SIP trunking. It is a new technology that allows a business to replace its existing analogue or digital telephone lines with a data connection. Once connected a business can continue to operate in the same manner as before with no changes to its telephone call handling. SIP Trunk calls are carried by both VoIP and the traditional telephone network.

SIP trunking also has the benefit of being able to operate without geographic telephone number constraints, so an area telephone number code is able to function freely in any location where a data connection is available.

Diagram of SIP Trunking

Resilience should also be considered when considering a SIP trunk solution. A business may wish to install a secondary data circuit to carry calls in the event of issues either with the service or caused by fibre or copper line breakages within or external to the building - this also applies with traditional voice telephone lines as well.

With a second dormant IP on your set-up, you will be able to secure your call traffic as the system will automatically re-route everything through the second trunk if the first trunk route fails or goes down for even a short period.

* This offer entitles you to trial a SIP Trunk with FREE line rental for a limited period. Standard call charges apply.

Please call us FREE on 08008 491 492 for further details and 'Terms & conditions' or via our online form.

Products and Services

Here are some of the services that we can offer you.

Business Phone line options
Business Lines & Calls: Order NEW lines or transfer them


Broadband and data options


Mobile solutions for your business
Packages available on all 5 mobile networks


Further details of over 11 million special phone numbers including 0800, 08008, 0844, 0845, 0870, 0871, 01xxx, 0207 & premium rate numbers


Further details of our business phone systems (analogue, digital and VoIP) for SMEs and large businesses


Further details of our FREE telecoms audit service
FREE Telecoms Audit Our comprehensive telecoms audits include
  • Detailed bill analysis
  • Cost savings analysis
  • Contract Management
  • Bill Management (chargeable)
  • Remote or Onsite audit options


If you are not sure which is/are the best option/s for your business, or would like to ask about any other services that we have not mentioned, please call us FREE on 08008 491 492 for further details or via our online form.

Business ISDN2e & ISDN30e

Integrated Services Digital Network (ISDN) is a fully digital public network service, which can be used for voice, data, fax, video conferencing etc. It is ideal for rich media graphics and applications. With both ISDN2e and ISDN30e, we can offer you:

  • Highly competitive line rental and call rates
  • Easy to switch
  • Seamless transfers from other service providers
  • Keep your existing number
  • A dedicated 'Account Manager'
  • Excellent service & support
  • New line(s) installed wherever you need them
  • Provide individual DDI numbers for all your staff
  • Comprehensive phone calling features (aka Calling Select Services)
  • Significant savings as compared to BT



For offices with  2 - 8 concurrent users, ISDN2e allows for up to 8 simultaneous calls into or out of your business.



For larger offices, ISDN30e is for businesses whom expect to make or receive over 8 simultaneous calls.


Limited time offer

FREE INSTALLATION of your ISDN2 or ISDN30 circuits (Subject to T&Cs)


Please call us FREE on 08008 491 492 for further details or via our online form. Alternatively, please use the following link if you require Standard Analogue Business Lines.

Looking for an alternative telecoms provider for your business? Look no further!

1AffordableCall is an independent telecoms consultancy for all UK businesses.

  • We take all the hassle out of finding a suitable provider
  • We vet all providers stringently to assure excellent quality and service
  • We can offer an ‘all in one’ solution for your telecoms requirements (including a FREE Telecoms Audit).
  • We offer highly competitive packages, tailored to suit your usage and requirements

If you decide to go ahead, we liaise with the Provider directly to ensure all transfers are seamless


Ongoing Services

We also provide an ongoing service:

  • We will provide ongoing support through UK-based Customer Services
  • We will continue to monitor the Provider to ensure that service standards are maintained
  • We will review your tariff to ensure that it is still highly competitive.  Note that this is not a widespread practice
  • We ensure that there is a named ‘Account Manager’ with direct contact information


Get a FREE Telecoms Audit

We can offer you a FREE telecoms audit.

Our business telecoms experience and expertise combined with our friendly and proactive approach has been the key to our success. We welcome the opportunity to manage your telecoms requirements and if you would like to talk to us about our services please contact us FREE * on 08008 491 492 or via our online form.


"Just choose 1AffordableCall and there'll be no telecoms worries at all"

Some of the business telecoms services that we can offer you.

Phone Lines



Special Phone


* Calls to 0800 or 08008 numbers from mobiles may be charged


Contact Us

T: 0800 304 7360
F: 0118 911 1056
Contact Us Here


Stephen Bates - CFO, Hyundai Securities (Europe) Ltd "With the new provider recommended by 1AffordableCall our phone bill was reduced to £531 (a month), saving us a further £3,325 a year compared to our current supplier and over £12,200 compared to BT Business. Since signing up, ...


UK Surplus "During a chaotic office move, 1AffordableCall supported us in every way and ensured that we had fully working lines from the day we moved in." ...


Gemcrest "I would like to thank you for your incredibly prompt and accurate service. You offered the kind of advice we needed, in such a manor, that we were totally confident that we had made a good decision. We have saved hundreds of pounds per month bec...


Impact Offices "On the ball. Thanks for your great service."


Lynda Morten - Maidenhead Chamber of Commerce 1AffordableCall "arranged to transfer the Maidenhead Chamber of Commerce BT business phone line to one of their recommended providers, it has saved us approx 50% of the BT phone charges and the transfer went without a hitch". We were ver...


N Street Medical “Have been more than happy with your help (over the past 8 years) and would recommend your service to anyone" ...