Our philosophy is one of complete transparency and we aim to demonstrate this in every aspect of our service, practices and operations. We are members of the Comms Council UK (formerly ITSPA – Internet Telephony Service Providers’ Association) and as such, we adhere to the mandatory Comms Council Code of Conduct.

The purpose of this Code of Practice is to inform you of your relationship with us, and to bring to your attention important details concerning your purchase of services from us.

Our website contains all the information you need to know about our business and it will be updated regularly to reflect regulation and best practice.

Important information regarding Nimvelo and the services we offer:

Accessibility Statement

If you have a disability and you need help to get the most out of your regular telephone we can be contacted by telephone or email about access features that can be made available to help you stay in touch using your phone. We may not be able to offer access features ourselves but we will certainly point you in the right direction by explaining what features are available, any applicable pricing and how they can be set up whether through us or your underlying mobile or fixed line provider.

If you can’t speak or hear on your phone the Relay UK service (formerly Next Generation Text Service) could be of help to you. The Next Generation Text Service consists of a group of relay assistants waiting to relay phone conversations between a text-user and a phone-user. When making a phone call a text-user ‘talks’ by typing to the relay assistant who speaks their words to the phone-user, and then the relay assistant types the phone-user’s spoken reply to the text-user.

We don’t offer text relay services ourselves but if you visit the site you can find out how text relay works and the devices it operates on.

If you are unable to access directory information, let us know by contacting us by telephone or email and we can arrange to supply you Directory information in a form that you can use.

Also, if you have fault with your Nimvelo service let us know by contacting us by by telephone or email and we’ll prioritise your fault and get it fixed as quickly as we can.

If you have any questions about how to access our services let us know and we’ll help you get the best out of your telephone service. If you have difficulty contacting us yourself, we are very happy to talk to a family member or friend of yours about how we can help. Our customer service staff are well equipped to help.