Code of practice

This code of practice explains, in plain terms, what you can expect from Olatti and how we look after our customers, particularly small business customers. It sits alongside our Terms of Service, Privacy Policy and Complaints Code, and we follow the standards Ofcom sets for communications providers. Olatti is a service of We UC Ltd.

1. About us and our services

Olatti is a business phone and communications service. We provide cloud-based (VoIP) telephony, including business phone numbers, calling, messaging, voicemail, call recording, transcription and call-flow management, across desktop, mobile and desk phones, and an optional mobile (eSIM) line. We are a UK communications provider and are subject to regulation by Ofcom.

2. How to contact us

• General enquiries and support: hello@olatti.com
• By phone: 0333 043 6600
• By post: We UC Ltd, Ariadne House, Town Quay, Southampton, SO14 2AQ, United Kingdom
• Help and guides: help.olatti.com

3. Our prices

Our current plans and prices are published on our website at olatti.com, and the prices that apply to you are confirmed when you order and on your bills. Prices are shown exclusive of VAT unless stated otherwise. If we change our prices, we will give you reasonable advance notice, and if a change materially disadvantages you, you will be able to leave the affected service as described in our Terms of Service.

4. Billing and payment

We bill subscription charges in advance and usage charges, such as metered calls, in arrears, unless your order says otherwise. We will make your bills clear and available to you. If you are having difficulty paying, please contact us as early as you can: we would always rather talk it through and agree a way forward than restrict your service. We follow a fair process before suspending or restricting any service for non-payment, and we will give you notice first.

5. Your contract, cancelling and switching

The terms of your contract, including its length and how it renews, are set out in your order and our Terms of Service. You can cancel as described there, and we will not make it unreasonably hard to leave. If you want to move your number to another provider, you have the right to port it out, and we will follow the proper industry process and not obstruct a valid request. If you are switching to us, we will help you bring your existing number across where it can be ported.

6. If something goes wrong: complaints

If you are unhappy with any part of our service, please tell us so we can put it right. Our full Complaints Code explains how to complain, what we will do and our timescales, and is available on our website. In short, you can complain by email to complaints@olatti.com, by phone on 0333 043 6600, or by post to the address above, and we will acknowledge and investigate promptly.

If you are a small business customer (generally one with no more than ten employees), or another eligible customer, and we cannot resolve your complaint within six weeks, or we reach deadlock, you can ask for it to be reviewed free of charge by our independent Alternative Dispute Resolution scheme, the Communications Ombudsman, which is approved by Ofcom. You can reach them at commsombudsman.org or on 0330 440 1614.

7. Customers who need extra help

We want Olatti to work for everyone. If you have a disability, or are in a vulnerable situation, or simply need a bit more support, please tell us and we will do our best to help. We can provide this code and our other documents and correspondence in alternative formats on request, and we will take particular care over the needs of customers in vulnerable circumstances.

8. Nuisance and malicious calls, and your security

If you receive nuisance, malicious or scam calls, please contact us and we will advise on the steps available to you. We take the security and integrity of our network seriously, and we work to prevent fraud and misuse. Please keep your account details safe and tell us at once if you think your account has been compromised.

9. Emergency calls (999 and 112)

Because Olatti is an internet-based phone service, emergency calling works differently from a traditional fixed line and has important limitations, including a dependency on power and your internet connection, and on the registered address you give us. Please read section 7 of our Terms of Service carefully, make sure your registered address is always up to date, and always keep an alternative means of calling the emergency services, such as a mobile phone.

10. Your privacy

We explain how we collect, use and protect personal information, including call data, in our Privacy Policy, available on our website.

11. About this code

We review this code regularly and will update it when our services or the rules change. The latest version is always on our website, and we can provide a copy in an alternative format on request.

We UC Ltd, trading as Olatti. Registered in England and Wales, company number 15200847. Registered office: Ariadne House, Town Quay, Southampton, SO14 2AQ, United Kingdom. VAT number 479947117 (GB479947117).