We're doing all we can to make sure our products and services meet the needs of everyone. We want to ensure that you receive the best possible service and that you have enough information to help you understand the services we currently offer and may offer in the future. 

1.  Complaints code of practice

We want to give all our customers an excellent service but sometimes we might get it wrong. When we do, we want you to know how we can fix it. This booklet gives you information about our complaints handling process. It also includes an explanation of adjudication arrangements which provide a free of charge and independent way of resolving disputes. Read the Complaints code of practice here or download using the link below.

2.  Consumer code of practice (mobile)

We want to ensure that you always receive the best possible service and that you have enough information to help you understand the services we provide. Our consumer code of practice sets out our commitment to you and details of how you can contact us. It also gives you an overview of the different types of calls such as premium rate services and ‘number translation services’ such as 08 numbers. 

 

3.  Internet code of practice

We want to ensure that you always receive the best possible service and that you have enough information to help you understand the fixed broadband services we provide. 

4.  Broadband - Fixed speed code & BSG industry code on traffic management transparency

We want to make sure that you have all of the details you need to understand how we manage traffic on our network. It’s about giving you all of the key information about traffic management.

We are signatories to the Broadband Stakeholder Group (BSG) industry code of practice on traffic management transparency for broadband services which means that you can compare and evaluate what’s on the market. 

5.  Mobile and fixed mis-selling (General Conditions 23 and 24)

We are committed to brilliant customer service. We always do our utmost to sell our products and services responsibly and we have measures in place to ensure this is the case, whether you buy our products directly from us, or from one of our partners. 

We must also comply with regulations aimed at preventing mis-selling: ‘General Condition 23’ for mobile and ‘General Condition 24’ for fixed broadband. To find out more about the regulations, please follow the links below.

6.  Principles of good practice for promoting and selling mobile broadband

We believe you should be given clear information about the mobile broadband service you are about to buy. These principles cover the information we provide on mobile broadband coverage, the factors that may affect download speeds and pricing.

7.  Code of practice for passive location based services

We have developed this code of practice in conjunction with the other mobile network operators and location service providers. The Code is designed to provide customers with measures that supplement legal requirements. Safeguards include specifying the need for consent.

8.  Code of practice for the self-regulation of new forms of content on mobiles

We have developed this code of practice in conjunction with the rest of the mobile industry. It is designed to facilitate the responsible use of new mobile phone services, such as access to the internet, while safeguarding children from unsuitable content. We aim to ensure adequate safeguards are in place so that our customers can enjoy new services within a safe and secure mobile environment. 

We also offer filtering to manage internet content. It works by preventing anyone under 18 from accessing adult content, while leaving them free to surf the rest of the internet. The filtering service follows the Independent Mobile Classification Body (IMCB) guidelines. 

9.  EE’s Wholesale Call Termination Rates

This notice provides rates for wholesale voice call termination (as defined in the Ofcom statement published on 15 March 2011) for EE Limited.

10.  Anti-bribery Policy

At EE, our anti-bribery policy supports our zero tolerance to bribery and corruption. It sets out how our employees should behave and what they should do if confronted with bribery or corruption.

We’re committed to conducting our business in a way that does not facilitate or engage in any kind of bribery or corruption. We have put in place policies, procedures and a compliance programme to help identify and manage risk which reinforces our commitment to ensuring that we comply with the requirements of the Bribery Act.

If you are aware of, or suspect, any unlawful or unethical activity in your dealings with EE, please set out your concerns in a letter addressed to:

The Company Secretary
EE Limited
2620 The Quadrant
Aztec West
Almondsbury
Bristol
BS32 4AQ