Navigating the world of business telecommunications in the UK means understanding the rules set by Ofcom (The Office of Communications). Ofcom ensures that consumers are protected from misleading costs and that phone number pricing is transparent.

For businesses using virtual numbers (like 0800, 0333, or 020 numbers), compliance is key. Here is a breakdown of the most important regulations you need to know.

1. 0800 Numbers Must Be Free from Mobiles

Since 2015, Ofcom regulations have mandated that 0800 and 0808 numbers must be free to call from both landlines and mobile phones.

• Before 2015: Mobile networks often charged for these calls.
• Now: The cost is covered entirely by the receiving business (you).
• Impact: This is excellent for customer service, as it removes any barrier to contact. Usage has skyrocketed since this change.

2. The “Call Charge” Statement for 084 and 087 Numbers

If you use an 084x or 087x number (Service Numbers), you are legally required to display call costs wherever the number is advertised (website, email footer, TV ads).

The statement must be in this format:

“Calls cost Xp per minute plus your phone company’s access charge.”

• Service Charge: The part you control (the revenue share).
• Access Charge: The part the caller’s phone network charges (varies by provider).

Recommendation: We generally advise businesses to switch to 0333 or 0800 numbers to avoid this complexity and the negative perception associated with premium-rate numbers.

3. 03 Numbers: The “Local Rate” Guarantee

Ofcom introduced 03 numbers (0333, 0330, 0345) as a consumer-friendly alternative to 084/087 numbers.

• The Rule: Calls to 03 numbers must cost the same as calls to standard geographic numbers (01 and 02).
• Included in Minutes: Crucially, calls to 03 numbers must be included in bundled minutes on mobile and landline packages.
• No Revenue Share: You cannot earn money from receiving calls on 03 numbers.

4. Geographic Numbers (01/02) and Misleading Locations

It is perfectly legal to use a “virtual” local number (e.g., a London 020 number while based in Manchester). However, consumer protection laws (CPR) prevent you from misleading consumers.

• Be Transparent: Do not claim to contain a physical shop in a location if you don’t.
• Best Practice: State “London Office Number” or “Telephone Support (London)” rather than “Visit our store in Camden” if no store exists.

Summary: Which Number is Right for You?

• 0800: Best for sales and support. Maximum inbound calls. You pay the call costs.
• 0333: Best for professionalism and mobile-friendliness. Caller pays local rate (or free in minutes).
• Local (01/02): Best for local presence and trust. Caller pays local rate (or free in minutes).

Staying compliant builds trust with your customers. At CallFactory, all our number packages are designed to help you meet these Ofcom requirements effortlessly.