From today the use of certain phone numbers is no longer permitted. Phone lines that can be used by customers to make enquiries / complaints after a sale must be charged at no more than the ‘basic rate’. The government’s guidance says this means not only no 09 numbers but also no 0845 or 0870 numbers even though these are commonly used by businesses as “local rate” numbers. This rule will apply even to general inquiry lines if these may also be used by consumers for post-contract queries.

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