We are committed to complying with regulatory requirements as well as internal processes and best practice. We fulfil these requirements through training, monitoring, and auditing whilst continually improving our policies and procedures to ensure they reflect any and all changes in legislation. We conduct business in an honest and ethical manner and act professionally, fairly and with integrity at all times.
The compliance program, overseen by a dedicated internal compliance team, is designed to ensure that all employees meet the high standards that we have set for ourselves as well as all applicable laws and regulations.
Below, we have published regulatory information and links to relevant policies and codes of practice that you may find useful:
Ofcom General Condition C7
Ofcom regulates the telecommunications industry by means of the General Conditions of Entitlement. These regulations apply to communications provider offering electronic communications services.
General Condition C7 aims to protection consumers and small business customers during the process of switching their landline and/or broadband services and mobile services.
Full details of General Condition C7 are available here General Conditions C7
Ofcom General Condition C8
General Condition C8 protects consumers and small businesses customers when selling and marketing mobile services.
Full details of General Condition C8 are available here – General Conditions C8
Alternatively, review our summary of General Condition C8 here – General Conditions C8 Summary
A copy of these General Conditions is available free of charge on request.
Premium Rate Service Code of Practice
This code of practice sets out information relating to the use of Premium Rate Services and calls to Premium Rate Services and Number Translation Services.
Daisy Group Premium Rate Service Code of Practice
Ofcom’s Voluntary Code of Practice on Broadband Speeds
This code of practice sets out information relating to Ofcom’s Voluntary Code of Practice on Better Broadband Speeds 2022.
Ofcom Code of Practice on Better Broadband Speeds
Service Level Agreements and Guarantees Code of Practice
This code of practice sets out information relating to Service level Agreements or Service Level Guarantees that apply to standard fixed voice, fixed line and broadband services.
Code of Practice for SME Customers and Service Level Agreements and Guarantees
Compensation due to porting delays
As a customer, if you have experienced a delay with the porting of a number because of something Daisy have done, you are entitled to compensation, which we will apply in the form of a credit to your account. This is applicable to the porting of your existing fixed line number or mobile number to or from Daisy.
The compensation you will be entitled to is either one month’s line rental or the equivalent to for the affected service(s).
If the delay occurs due to matters beyond our reasonable control, you will not be eligible for compensation. Please refer to section 4 in our general Terms and Conditions for information regarding this.
The Modern Slavery Statement
This statement details the steps we have taken to comply with the requirements of the Modern Slavery Act 2015. Please view policy here.