Our sales and marketing practices

(Formerly BT Code of Practice for sales and marketing)

Sometimes, customers tell us they’ve been transferred to another phone company without their knowledge or consent. It’s a mischievous practice also known as mis-selling or slamming.

In March 2010 Ofcom introduced a ‘General Condition’ to stop underhand sales and marketing activities. This was updated in September 2014.  The condition (GC22) applies to home and small business phone customers, and explains the rules communications providers should stick to as well as giving Ofcom the power to act when they don’t.

GC22 is available to view/download here as a PDF documentDownload

If you can’t access the document, we’ll send you a printed copy free of charge. If you’re a home phone customer, call 0800 800 150 (Mon-Fri 8am-9pm, Sat 8am-8pm, Sun 9am-6pm). If you’re a business phone customer, call 0800 800 152 (Mon-Fri 8am-6pm, Sat 8am-1pm).

Our policy

We give our people the right training to make sure you’re sold the right product and you know exactly what you’re buying. All our sales people follow the rules and regulations to make sure you’re protected.

But however hard we try, sometimes things will go wrong. If they do, we want to know as quickly as possible so we can put them right. So, if something does please tell us about it.

Mis-selling – find out what it is and how to stop it.