How we sell our mobile plans

1. About this page (C8.3)

Ofcom General Condition C8 sets the rules every UK mobile provider must follow when it sells or markets mobile services, directly or through retailers. C8.3 requires us to publish a comprehensive account of what C8 obliges us to do. This page sets out each obligation and how we meet it.

Ask us and we send you a free copy of Ofcom General Condition C8, by email or by post.

2. Where you can buy

Our online shop, the VoicePro app, our retailers, and our own sales team. Every rule on this page applies in every one of them.

3. Accurate information (C8.2(a))

Everything we, our retailers and our sales team tell you when selling or marketing a mobile plan must be accurate and must not mislead you. That covers adverts, the website, the app, what is said in person or on the phone, and anything written down.

4. Information in writing (C8.2(b))

When we tell you about a plan, we ask whether you also want that information in a form you can keep, such as an email or a letter. If you say yes, we send it, free.

5. Before you agree to a contract or a change (C8.5)

Before you enter a contract with us, or change an existing one, we make reasonable efforts to make sure:

6. A service you can actually use (C8.6)

We only sell you a plan we can provide to you, and we check the service is available to you before you buy.

7. Bringing your number

If you are switching from another network, you can give us your PAC or STAC when you buy, in every channel. Our switching guide explains how it works.

8. Your rights after you buy

9. Retailers who sell for us (C8.4)

We make every retailer we appoint aware of C8. Where another company appoints retailers on our behalf, we use our best efforts to make sure those retailers are aware of it too.

Our retailer agreement requires every retailer to:

10. How we check retailers (C8.4(c)-(d))

We monitor every retailer against those rules, including how they sell at the point of sale and their sale records. If a retailer breaks them, we act in proportion to the breach, up to ending the agreement at once.

11. Before we appoint a retailer (C8.9)

Before we appoint a retailer we check:

12. Training (C8.8)

Retailers and our own sales team are trained on these rules before they sell for us, and again whenever the rules change.

13. Our own sale records (C8.7)

When we sell to you ourselves, we keep a record of the sale, including the date, the channel and, where it applies, the place, for at least 6 months. Records of any sales incentive are kept for at least 90 days after the last date to claim it, and never less than 6 months.

14. Information from retailers (C8.10)

Information we get from retailers to check they follow these rules is used only for that purpose. We keep it confidential and never pass it to anyone who could gain a competitive advantage from it.

15. Offers you receive after you sign up (C8.11-C8.12)

If an offer gives you something after you sign up, such as a bonus, a voucher or cashback:

16. If you think you were mis-sold

Tell us at help@voicepro.plus or on +44 20 3769 8080. Our Complaints Code explains how we put it right and how to take it to the independent dispute resolution scheme.

17. Who we are

VoicePro Plus Limited, Level 18, 40 Bank Street (HQ3), London E14 5NR. Company number 14520016. help@voicepro.plus, +44 20 3769 8080.