This is our Code of Practice for consumers and small business customers. It sets out what we sell, how to reach us, what we promise you and what you can do if we fall short. It also sets out our policy on calls to premium rate and other high-cost numbers.
Each section gives you our commitments in full and names the detailed policy behind it. Your contract with us is our Service Terms; where this code and the Service Terms differ, the Service Terms apply. Nothing in this code limits your legal rights.
Free copies
This code is on our website at voicepro.plus/legal/code-of-practice. Ask us and we send a copy by email or post, free.
Other formats
Large print, Braille, coloured paper, an accessible electronic format or another format that works for you, free, within 10 working days of your request.
Who is responsible
A director of VoicePro Plus Limited is responsible for this code. Questions about it go to compliance@voicepro.plus.
Reviews
We review this code at least once a year, and whenever our services or the rules change. The version and date are shown at the top of this page.
2. Who we are
VoicePro Plus Limited is a UK communications provider, registered in England and Wales (company number 14520016), VAT number GB 454 1650 04, with its registered office at Level 18, 40 Bank Street (HQ3), London E14 5NR. We are registered with the Information Commissioner's Office under number ZB938320.
We are a mobile virtual network operator: we do not own the mobile network we use. Mobile services run over our wholesale network partners, and phone numbers come from our numbering partners. You deal only with us. We take responsibility for the whole service we provide to you, and if a problem sits with a partner, we work with them to fix it. You never need to contact them yourself.
3. What we sell
Mobile plans
UK mobile plans on eSIM or physical SIM, with calls, texts and data. Monthly, or paid for 12 or 24 months in advance.
Travel eSIMs
Data plans for use abroad, installed on your phone as an eSIM.
Phone numbers
UK and international numbers, leased monthly. Your number is not tied to the VoicePro app: calls can ring the app, forward to any other phone number, connect to a desk phone, softphone or phone system over SIP, or go to your own system by webhook. You choose, and can change it at any time.
For businesses
Business mobile, hosted cloud phone systems, connectivity and wholesale voice. Business customers also have the terms in the Business customers section of our Service Terms.
4. How to contact us
You can reach us in any of these ways. You do not need to use a particular form of words, and you can ask someone you trust to contact us for you.
In the app
Open Support and tell us what you need.
Help Centre
voicepro.plus/support, with answers to common questions. You can raise a support ticket there at any time and get a reference straight away.
By email
help@voicepro.plus. For complaints, complaints@voicepro.plus. For fraud or account security, security@voicepro.plus.
By phone
+44 20 3769 8080, Monday to Friday, 9am to 5pm UK time, excluding UK public holidays. For fraud or account security, choose option 4.
By post
VoicePro Plus Limited, Level 18, 40 Bank Street (HQ3), London E14 5NR.
5. How we sell and market
You can buy from our online shop, in the VoicePro app, from retailers who sell for us, or from our own sales team. The same rules apply however you buy:
Accurate information
What we, our retailers and our sales team tell you must be accurate and must not mislead you, in adverts, on the website, in the app, in person, on the phone and in writing.
In writing if you want it
We ask whether you want the information about a plan in a form you can keep, and send it free if you do.
Only with your agreement
Before you sign up or change a plan, we check that you are the account holder or authorised by them, that you mean to agree, and that you have the key facts.
A service you can use
We only sell you a service we can provide to you, and we check it is available to you before you buy.
Advertising
Our advertising follows the UK Code of Non-broadcast Advertising and Direct and Promotional Marketing (the CAP Code). We do not make marketing calls or send marketing texts to you without your consent.
Retailers
Retailers are checked before they sell for us, trained on these rules and monitored. If one breaks them, we act, up to ending their agreement at once.
6. Your contract
Before you pay, you see the price, a contract summary and our full Service Terms (voicepro.plus/legal/service-terms), which are your contract. We send you the contract summary and contract information in a form you can keep. You must be 18 or over to hold an account.
No minimum term on monthly plans
Monthly plans renew each month until you switch renewal off, which you can do at any time in the app. There is no notice period and no charge for leaving.
12 and 24 month plans
These are paid in advance. When the term ends, the plan moves to monthly at the standard monthly price, with no new term, unless you switch renewal off before then.
End of contract notice
Before a 12 or 24 month term ends we email you with the end date, the price you will pay after it, and our best prices. After that we email you once a year with our best prices.
14 days to change your mind
If you buy online or in the app, you can cancel within 14 days by emailing help@voicepro.plus. If you asked us to start the service in that time, you pay for what you used before you cancelled.
Changes to your contract
If we make a material change, such as a price change on a renewing plan or withdrawing a feature, we tell you by email and in the app at least one month before. If you do not accept it, you can close your account before the change and we refund the unused part of what you paid.
7. Getting connected
eSIM
When you buy an eSIM, we send the activation code in the app, by email and as a QR code. If you need to install it again, we send a new QR code free.
Compatible phones
Most modern smartphones support eSIM. We warn you at checkout if the phone you tell us about is not supported.
Bringing your number
Give us your PAC when you buy. We arrange the move with your old network, on the date you ask for where possible, and otherwise within one working day of your SIM or eSIM going live.
Phone numbers
Some numbers carry a one-off setup fee, shown before you pay. Some countries need proof of a local address before we can give you a number there; we tell you when they do.
8. Prices
Our prices are published in our price guide at voicepro.plus/pricing, in our shop and in the app, and they include UK VAT. Before you buy, each plan shows its price, its allowance, how long it lasts and how it renews.
If we change the price of a plan that renews automatically, we tell you in writing at least one month before the change takes effect, and you can switch renewal off at no cost during that time.
9. Paying and your account
Paid in advance
Plans, top-ups and numbers are paid for in advance, by card online or in the app, or from your prepaid balance. You never get a bill for a plan after you have used it, and we do not invoice consumers.
Your balance
Money you add to your balance is prepaid credit for our services. It is not a bank account or e-money, and it is not protected by the Financial Services Compensation Scheme. If we end the agreement and you are not at fault, we refund your unused credit.
Spending limits
Auto top-up is off unless you turn it on. If you do, you set a monthly limit and we never charge more than it. You can turn it off at any time and it stops straight away.
Querying a charge
Tell us about a charge you think is wrong at help@voicepro.plus or through Support in the app, with the date and amount if you can. We check it and tell you what we find. This does not affect your right to complain.
If a payment fails
If a renewal payment fails, the plan lapses and we tell you. Our Service Terms say how long we keep a lapsed line and its number, and how to restart the plan or move your number.
If money is tight
Talk to us before your renewal date and we will help you find the right plan or pause renewal. Free independent advice is available from Citizens Advice (citizensadvice.org.uk) and StepChange (stepchange.org).
10. Faults, support and repairs
If something is not working, raise a ticket in the Help Centre at voicepro.plus/support/tickets, or contact us any of the ways above. The Help Centre is hosted separately from our network, so you can reach it during a network fault.
Support hours
Our support team works on tickets every day from 9am to 10pm UK time, including weekends and UK public holidays. Phone lines are open in office hours.
How we handle it
We deal with urgent problems first, such as a loss of service or suspected fraud. After looking at your ticket we reply with the fix, the help we need from you, or an update with an estimated time to put it right where we can give one. If first-line support cannot fix it, we escalate it within our team.
Network problems
We post major incidents and planned maintenance at voicepro.plus/status. You can sign up there for updates by email.
Lost or stolen phone
Suspend your SIM in the app straight away so nobody can use it, then reactivate it when you have your phone back. You can also call us on +44 20 3769 8080, option 4.
Emergency calls
You can always call 999 or 112 free, including if your line is barred or suspended.
Business customers
Urgent business tickets are covered 24 hours a day by our on-call team. Response times by priority and our 99.9% availability commitment, with service credits, are in our Service Levels (voicepro.plus/legal/service-levels).
11. Compensation and refunds
Switching delays
If moving your number or switching your service is delayed because of us, we pay you £5, plus £5 for each further full day of delay. We pay within 30 days without you having to ask, even if the delay was caused by a network we use.
Changes not in your favour
If we make a significant change to your plan that is not in your favour, you can cancel it and we refund the unused part of what you paid.
Service not as described
Under the Consumer Rights Act 2015 you have the right to a service provided with reasonable care and skill and as described, and to a repair or a refund where it is not.
Unauthorised payments
If you see a payment you did not authorise, tell security@voicepro.plus within 13 months. We investigate free of charge.
12. Leaving us and keeping your number
You can leave at any time and switching away from us is free. You pay only for your service up to the day you switch, and any credit on your account is refunded on request. Our switching guide (voicepro.plus/legal/switching) has the full detail.
Keep your number
Text PAC to 65075 from your VoicePro number, ask in the app, or call us. Give the PAC to your new network and they move your number, normally within one working day.
Leave without your number
Text STAC to 75075, ask in the app, or call us. Or simply switch renewal off.
Fast and free
Text and app requests work at any time. The code is sent to you by text. It lasts 30 days, and if you do not use it, nothing changes.
No gap in service
Your service carries on until the switch completes, and your contract with us then ends by itself.
Before you decide
Text INFO to 85075 and we text you what leaving would mean, free, without a code.
Moving home
Our mobile plans and numbers are not tied to an address, so moving home does not affect your service. Tell us your new address so we can still reach you by post.
13. Extra support and accessibility
If something makes it harder for you to use our service or deal with us, for a short time or for good, tell us and we change how we work with you. You do not have to tell us anything you do not want to. Our Extra Support and Accessibility policy (voicepro.plus/legal/extra-support) has the full detail.
Contact your way
By email, text, phone or post, with more time for payments and decisions where you need it.
A trusted person
Someone you choose can deal with us for you, and, if a disability makes managing bills hard, receive your bills and pay for you. This is free.
Accessible formats
Your contract, contract summary, notices and this code in a format that works for you, free.
Care before we act
Before we suspend a line or close an account, we check whether you have told us about extra support needs and contact you first in the way you asked.
Relay UK
Text relay calls by dialling 18001 then the number, at no extra cost. Dial 18000 to reach the emergency services by text relay, free.
999 by text
If you cannot make a voice call, register your phone by texting "register" to 999, then you can text 999 in an emergency. It is free.
999 BSL
British Sign Language users can reach the emergency services through a BSL interpreter with the free 999 BSL app or website.
Directory enquiries
If a disability means you cannot use a printed directory, we arrange free directory enquiries for you.
Trained staff
Everyone who deals with customers, including retailers, is trained to recognise when someone may need extra support, when they join and every year after.
14. Complaints
If something has gone wrong, we want to put it right. Our Complaints and Dispute Resolution Code (voicepro.plus/legal/complaints) has the full process.
How to complain
In the app (Support), by email to complaints@voicepro.plus, by phone on +44 20 3769 8080, or by post to Complaints, VoicePro Plus Limited at the address above.
What we do
We acknowledge your complaint, normally within two working days, and give you a reference and a single point of contact. We aim to resolve most complaints within 10 working days, and if it will take longer we tell you why and when to expect an answer.
If you are not satisfied
Ask us to escalate it. A senior member of the team who was not involved in the original decision reviews it. If we cannot agree, we send you a deadlock letter confirming our final position.
Independent dispute resolution
If your complaint is still unresolved six weeks after you first raised it, or once you have a deadlock letter, you can take it to an independent Alternative Dispute Resolution scheme approved by Ofcom. It is free for you, and its decision is independent of us. Our Complaints and Dispute Resolution Code explains how.
15. Your personal data
We look after your personal data under the UK GDPR and the Data Protection Act 2018. Our Data Protection Officer is at dpo@voicepro.plus, and privacy requests go to privacy@voicepro.plus. Our Privacy Statement (voicepro.plus/legal/privacy) explains what we collect, why, how long we keep it and your rights, including to see, correct and delete your data. You can also complain to the Information Commissioner's Office at ico.org.uk.
16. Calls to premium rate and other high-cost numbers
Some UK numbers cost more to call because the organisation you call adds its own service charge. They include premium rate numbers starting 09, directory enquiry numbers starting 118, numbers starting 084 and 087, and personal numbers starting 070. Services on them include competitions, TV votes, technical helplines, directory enquiries and adult services.
Barred on our mobile plans
Calls to 09, 084, 087, 118 and 070 numbers are barred on our mobile plans, so nobody using your phone can run up charges on them. If you dial one, the call does not connect and you are not charged.
We do not sell them
We do not sell premium rate or shared-cost numbers.
Phone-paid services
Ofcom has regulated phone-paid services, meaning services charged to your phone account such as premium rate calls and texts, since 1 February 2025. It sets the rules those services must follow and takes action against providers who break them.
If you see a charge you do not recognise
Tell us. We investigate, and help you identify the company behind it so you can ask it for a refund. If you are not happy with our help, you can complain under our Complaints and Dispute Resolution Code, including to the independent dispute resolution scheme, or contact Ofcom.
Who is responsible
A director of VoicePro Plus Limited is responsible for this part of the code. Contact compliance@voicepro.plus.
17. Unwanted sales calls
To stop sales calls you have not asked for, register your number free with the Telephone Preference Service at tpsonline.org.uk. It is against the law for companies to make marketing calls to a number on that list unless you have agreed to them. If you get an unwanted call or text from one of our numbers, tell us at voicepro.plus/legal/report-a-call and we act.
18. Useful contacts
Ofcom
The UK communications regulator, including for phone-paid services. 0300 123 3333. ofcom.org.uk.
Information Commissioner's Office
For concerns about your personal data. ico.org.uk.
Telephone Preference Service
To stop unwanted sales calls. tpsonline.org.uk.
Citizens Advice
Free, independent advice, including on consumer rights. citizensadvice.org.uk.
Independent dispute resolution
For unresolved complaints. Details are in our Complaints and Dispute Resolution Code at voicepro.plus/legal/complaints.
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