Our Commitment

At Uplands OneTelco, we believe that choosing a communications provider is about more than products and pricing. It is about trust, reliability and knowing that when you need support, you will be dealing with people who genuinely care about delivering the right outcome.

Whether you are a consumer, sole trader, small business or enterprise organisation, we are committed to providing honest advice, dependable solutions and exceptional customer service.

This Customer Code of Practice explains the standards you can expect when working with us and where to find further information about our services.

This Code should be read alongside our Complaints Handling Policy and Privacy Policy, which are available within the OneLegal section of our website.

Our Customer Standards

We will communicate clearly. We will explain our products, services and advice in clear, straightforward language wherever possible.

We will treat you fairly. We will deal with customers honestly, professionally and respectfully, seeking fair and reasonable outcomes.

We will take ownership. If something goes wrong, we will investigate the issue, keep you informed and work towards an appropriate resolution.

We will continually improve. We welcome feedback and regularly review our services and processes to improve the experience we provide.

About Uplands OneTelco

Uplands OneTelco is an independent UK telecommunications provider supplying and supporting communications services across the UK and beyond.

We work with carefully selected network operators, technology partners, software providers and hardware manufacturers to deliver and support solutions for our customers.

Our services include, but are not limited to, mobile services, mobile devices and accessories, business broadband, leased lines and connectivity, cloud telephony, SIP services, IoT connectivity, IT support and managed IT services, managed communications services, and business communications hardware and equipment.

As technology continues to evolve, our portfolio and supplier relationships may change.

Before You Place an Order

We want every customer to make informed decisions.

Before placing an order, we will provide appropriate information about the products or services you have selected, including pricing, contract length, key features and any significant limitations or requirements that may apply.

Customers should review all quotations, order forms and contractual documentation carefully before confirming an order and should ask questions if anything is unclear.

Working With Our Technology Partners

Many of the services we provide rely on carefully selected network operators, infrastructure providers, software vendors and hardware manufacturers.

Although Uplands OneTelco remains your primary point of contact, some aspects of service delivery, provisioning, repairs and maintenance may involve these partners.

Where this is necessary, we will work with them on your behalf to help progress your request and keep you informed wherever reasonably possible.

Ordering, Provisioning and Delivery

Once your order has been accepted, we will begin coordinating the delivery of your products or services.

Depending on the solution purchased, this may involve service provisioning, number porting, engineering visits, equipment delivery, software configuration or installation.

Some delivery times depend on third-party suppliers, network operators, engineering availability, site access or information provided by the customer. Where delays occur outside our control, we will communicate openly and keep you updated throughout the process.

Customer Support

Our Support Team is available during our standard business hours.

Our standard business hours are Monday to Friday, 8:30am to 5:00pm. We are closed on weekends and UK bank holidays.

Telephone: 0800 24 00 00
Email: support@uplands.co.uk

As standard, Uplands OneTelco does not provide an out-of-hours support service.

Where customers have agreed enhanced support arrangements or specific service levels, these will be detailed within their applicable agreement, order documentation, terms and conditions or service-specific documentation.

Reporting a Fault

If you experience a fault with one of your services, please contact our Support Team as soon as reasonably practicable.

Email: support@uplands.co.uk
Telephone: 0800 24 00 00

To help us investigate efficiently, please provide as much relevant information as possible, including your account or company name, a contact name and telephone number, the affected service, device or telephone number, a description of the issue, when the issue began, and any troubleshooting already completed.

We will investigate reported faults, work with our suppliers and technology partners where appropriate, and keep you informed of progress.

Applicable response times and service levels vary depending on the products and services purchased. Please refer to your applicable agreement, order documentation, terms and conditions or service-specific documentation for details.

Billing

Invoices are normally issued monthly unless otherwise agreed.

If you believe an invoice may be incorrect, please notify our Billing Team as soon as reasonably practicable.

Email: billing@uplands.co.uk

We ask that billing enquiries are raised within 90 days of the invoice date wherever possible. This allows us to investigate efficiently while supplier records and supporting information remain readily available.

Where a billing enquiry relates to historic charges, we will always seek to investigate fairly. However, our ability to do so may be limited by the availability of records held by us or our suppliers.

Protecting Your Information

Protecting customer information is fundamental to the way we operate.

We process personal information responsibly and in accordance with applicable data protection legislation.

Further information about how we collect, use, store and protect personal data can be found within our Privacy Policy.

Supporting Customers Who Need Additional Assistance

We are committed to providing an accessible and inclusive service.

If you require additional support because of a disability, health condition, communication need or personal circumstances, please let us know.

We will seek to make reasonable adjustments wherever practicable and work with you to ensure you can access our services and support as easily as possible.

If Something Goes Wrong

We strive to provide an exceptional service, but we recognise that occasionally things may not go as planned.

If you are experiencing a technical issue or service fault, please contact our Support Team in the first instance.

Email: support@uplands.co.uk
Telephone: 0800 24 00 00

If you are dissatisfied with any aspect of our products, services or customer experience, you can raise a complaint by emailing support@uplands.co.uk. We will ensure your complaint is handled in accordance with our Complaints Handling Policy.

If you remain dissatisfied following our investigation or wish to escalate your complaint, please contact b.hooper@uplands.co.uk.

Full details of our complaints process, expected timescales, escalation procedure and Alternative Dispute Resolution, where applicable, are contained within our Complaints Handling Policy.

Security and Responsible Business

We take the security of our systems, customer information and supplier relationships seriously.

We continually review our operational processes, technology and ways of working to help maintain secure, reliable and resilient services for our customers.

Continuous Improvement

Customer feedback is invaluable.

We regularly review customer feedback, complaints, incidents and service performance to identify opportunities to improve our services, strengthen our processes and enhance the customer experience.

Changes to this Code

We may update this Customer Code of Practice & Service Standards from time to time to reflect changes in legislation, regulation, industry best practice or the way we provide our services.

The latest version will always be available within the OneLegal section of our website.

Contact Us

General enquiries: contact@uplands.co.uk

Technical support and fault reporting: support@uplands.co.uk

Billing enquiries: billing@uplands.co.uk

Telephone: 0800 24 00 00

Postal address:

Uplands OneTelco Ltd
Villiers House
Charter Court
Swansea Enterprise Park
Llansamlet
Swansea
SA7 9FS

Last updated: July 2026