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.
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, terms, and 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 we deliver our services
• Outline how faults, complaints, and billing disputes are handled
The most up-to-date version of this Code of Practice is always available on our website. Customers may request a free hard copy by contacting our Customer Service Department.
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
When you sign up for CytelUK services, we provide clear information on how to use your service and any equipment supplied. This may be delivered:
• Over the phone
• By email
• Through written instructions included with equipment
Additional information is available on our website, including:
• Current tariffs and rate sheets
• Applicable surcharges and maintenance charges
• Discounts and promotional offers
• Full Services Terms and Conditions
CytelUK uses all reasonable endeavours to ensure uninterrupted service availability.
If you experience a fault affecting your service, please contact:
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 all reasonable steps to identify and resolve faults as quickly as possible, depending on the nature of the issue and when it is reported.
Customers have the right to cancel or terminate their agreement in accordance with Clauses 5 and 10 of the Services Terms and Conditions.
CytelUK may suspend or terminate services in line with Clause 11 of the Services Terms and Conditions.
If you wish to dispute an invoice or part of an invoice, you must notify CytelUK within 30 days of receipt.
Your notice should include:
• Invoice number and date
• Amount in dispute
• Reason for the dispute
• Supporting documentation (if applicable)
Any undisputed amount must be paid in full while the dispute is under review. Invoices not disputed within 30 days are deemed accepted.
If you have a complaint, please contact our Customer Service Team using the details above. Most complaints are resolved at this stage.
If necessary, 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
If you are still dissatisfied after completing our internal complaints process, you may seek independent advice from Ofcom, the UK communications regulator.
Ofcom
Riverside House
2a Southwark Bridge Road
London, SE1 9HA
Telephone: 0845 456 3000 or 020 7981 3040
Website: www.ofcom.org.uk
Customers agree to:
• Provide accurate and complete registration details
• Notify CytelUK immediately of any changes to their details
• Understand the services, pricing, and terms before placing an order
Customers must not use CytelUK services:
• For purposes other than those intended
• For hoax or nuisance calls to emergency services
• To transmit defamatory, offensive, abusive, obscene, or threatening material
Customer account details and personal data are handled in accordance with the Data Protection Act 1998 and applicable UK data protection laws. Full details are available in our Privacy Policy.
A copy of our Services Terms and Conditions is available on request and can be accessed at any time via our website.
• Customers with Visual Impairments
• We can provide documents, including this Code of Practice, in alternative formats such as large print. Please contact Customer Services to make a request.
• Customers with Hearing Impairments
• Our Customer Service team has received awareness training in collaboration with the RNID to ensure appropriate assistance is provided.
• We welcome feedback on how we can further improve our services for customers with accessibility needs and elderly customers.
