This Code of Practice explains who we are, how our services work, your rights and obligations as a customer, and how we handle faults, complaints, and disputes.
CytelUK Telecom Ltd is committed to providing high-quality, reliable, and cost-effective telecommunications services in a fair, transparent, and responsible manner.
This Code of Practice should be read alongside our Services Terms & Conditions, which form part of your agreement with us.
CytelUK Telecom Ltd (“CytelUK”) is a UK-based telecommunications provider.
Registered Address:
12 Gateway Mews, London, N11 2UT
Operational Office:
Block F, Southgate Office Village
288 Chase Road
London, N14 6HF
We provide the following services:
Telephone line rental
Broadband services
Call packages
SIM-only mobile services
Greek TV services
We offer flexible payment methods and multiple ways to place orders, including by phone, email, post, or in person.
Full pricing, service details, minimum terms, and applicable conditions are explained and agreed at the time of order.
This Code of Practice is designed to:
Inform customers of their rights and responsibilities
Explain how our services are delivered
Set out how faults, complaints, and billing disputes are handled
The most up-to-date version is always available on our website.
Customers may request a free hard copy by contacting Customer Services.
Telephone: 0800 036 0078
(Customer Service, Sales, Billing & Technical Support)
Email: [email protected]
Website: www.cyteluk.com
Office Address:
Block F, Southgate Office Village
288 Chase Road
London, N14 6HF
Calls may be recorded for training, quality, and security purposes.
When you sign up for our services, we provide clear information on:
How your service works
Any equipment supplied
Pricing, usage limits, and applicable charges
Information may be provided:
Over the phone
By email
In writing with your equipment
Additional information is available on our website, including:
Current tariffs and rate sheets
Applicable surcharges
Discounts and promotions
Full Services Terms & Conditions
We use all reasonable endeavours to provide continuous service availability, but faults can occur.
Technical Support: 0800 036 0078 (Option 3)
Availability: 7 days a week, 9:00am – 9:00pm
Faults may occur within:
The CytelUK network
Our suppliers’ networks
Customer premises or equipment
We will take reasonable steps to identify and resolve faults as quickly as possible, depending on the nature and timing of the issue.
Customers may cancel or terminate services in accordance with:
Clause 5 (Cooling-off) and
Clause 10 (Ending the Agreement)
of the Services Terms & Conditions.
CytelUK may suspend or terminate services in line with Clause 11 of the Services Terms & Conditions.
If you wish to dispute an invoice or part of an invoice, you must notify us within 30 days of receipt.
Your notice should include:
Invoice number and date
Amount in dispute
Reason for the dispute
Supporting information (if applicable)
Any undisputed amount must be paid while the dispute is reviewed.
We will investigate promptly and fairly.
Services will not normally be suspended while a genuine billing dispute is under review.
If you have a complaint, please contact our Customer Service Team using the details above.
Most complaints are resolved at this stage.
If required, your complaint may be escalated to the Customer Services Manager.
If the issue remains unresolved, you may write to:
Legal Department
CytelUK Telecom Ltd
Block F, Southgate Office Village
288 Chase Road
London, N14 6HF
We are committed to resolving complaints fairly, transparently, and promptly.
If you have raised a complaint with us and:
it has not been resolved within 8 weeks, or
we have issued you with a deadlock letter,
you have the right to refer your complaint to an independent Alternative Dispute Resolution (ADR) scheme.
ADR is:
Independent
Free of charge to customers
Legally recognised under UK communications regulations
ADR will normally only consider your complaint if:
Ofcom is the UK communications regulator.
You may contact them using the details below:
Ombudsman Services: Communications
Website: https://www.ombudsman-services.org/communications
Email: [email protected]
Telephone: 0330 440 1614
You can submit a complaint online, by email, or by post.
Further details about eligibility and how the process works are available on their website.
Customers agree to:
Provide accurate registration details
Notify us of any changes promptly
Understand pricing and terms before ordering
Customers must not use services:
For unlawful purposes
For nuisance or hoax calls to emergency services
To transmit offensive, abusive, or illegal content
We handle personal data in accordance with:
UK GDPR
Data Protection Act 2018
Full details are available in our Privacy Policy on our website.
We are committed to supporting all customers, including vulnerable and elderly customers.
Alternative formats (e.g. large print) are available on request
Our staff receive awareness training to support customers with hearing impairments
We welcome feedback on how we can improve accessibility
Please contact Customer Services to discuss any specific needs.
Our Services Terms & Conditions form part of your agreement and are available:
On our website
On request from Customer Services
