Crystal Voice Data Ltd (company no. 13442068), 5 The Watermark, Ferry Road, Cardiff CF11 0JU. Version 1.0, effective 30 October 2026.

1. Purpose

This policy explains how Crystal Voice Data (CVD) handles switching and the transfer of telephone numbers and services to or from CVD, and how a Customer can record its preferences about transfers. It forms part of CVD's Standard Terms and Conditions and follows Ofcom's General Conditions on switching and number portability (including General Conditions C1 and B3) and the One Touch Switch process where it applies.

2. Switching to CVD

CVD will only start a switch or number port with the express authority of the Customer (for example a signed Order Form and Letter of Authority from an authorised person). CVD will tell the Customer before the switch about any early termination charges the Customer may owe its current provider, any services that may be affected, and the expected switch date. CVD aims to keep any loss of service to a minimum and, where a number port is delayed or fails due to CVD, will keep the Customer informed and apply any compensation required by Ofcom rules.

3. Switching away from CVD

The Customer may move its services and numbers to another provider at any time. CVD will not unreasonably delay or prevent a valid port or switch, will not charge for porting a number, and will not use the switching process to try to keep the Customer through misleading information. Any charges for ending the Contract early are limited to those set out in the Contract and Contract Summary; no early termination charge applies after the Minimum Term.

4. Transfer preferences and protections

The Customer may tell CVD in writing (info@crystalvoicedata.com) its preferences, for example: the authorised contacts who may request a switch or port; a request that CVD contact a named person before acting on any transfer request; or a request to be notified of any transfer request received. CVD will record these preferences and take reasonable steps to follow them, but cannot use them to block a valid switch the Customer itself has authorised. CVD will act promptly to reverse any switch made without the Customer's consent (slamming), at no cost to the Customer.

5. Vulnerable users and essential lines

Where a Customer has told CVD that anyone at a site depends on the line (for example telecare or alarm users), CVD will take that into account when planning the switch and will offer a suitable solution so that emergency calls remain possible.

6. Contact and complaints

Questions: info@crystalvoicedata.com or 0333 5678 444 (Mon–Fri 9am–5pm). Complaints: complaints@crystalvoicedata.com. CVD may update this policy from time to time.