Support
- Where is the support team and what hours are they available?
- Can you reach a person quickly when calls fail?
- Who handles changes: you, them, or both?
Contracts
- Minimum term and notice period
- Annual price rise terms
- What happens at renewal
- Exit and porting-out charges
Service
- Data centre locations and resilience
- Failover options if your internet goes down
- Number types available
- Integrations with your CRM and Microsoft 365
Complaints
Every UK provider must have a complaints code. Small business customers can usually take unresolved complaints to an Ofcom-approved alternative dispute resolution scheme after eight weeks or once deadlock is reached.