Customer Care

We would like you to find your dealings with 118 118 positive and enjoyable. We are committed to providing you with the highest possible standard of service in our power.

Contact us using the following details should you have any queries about our 118118 directory enquiries service, or any of our other 118 numbers.

Our Customer Care Team is available Monday to Friday between 9am to 5pm on the free-phone number listed below. Calls to this number at any other time will be answered by a member of the call centre who will pass on the details to the Customer Care team for response.

Telephone: 0800 3891 118

Alternatively, you can email your request to the email address below. Upon receipt, we will send you an automatically generated email to let you know we have received the email. Your request will then be passed to a member of the Customer Care team for investigation.

Email: customer.care@118118.com

The Number UK Ltd (TNUK) is responsible for Customer Care but we use a sub-contractor, VeriCall Ltd for call handling and customer care related to our 118 services.  As VeriCall manage our Customer Care team, they will be the first point of call for any complaints or refund requests about our 118 numbers but they will involve TNUK should the refund request require further assistance, or if they require additional approval if the value is over £10.

All data provided to VeriCall, and exchanged with TNUK where necessary, is protected by appropriate technical security measures. Our Privacy Policy contains further information and can be found on our Site Policies page here.

Customer Care and complaint handling is overseen by Emma Knight who is contactable via the following email address: contactus@118118.com

Please visit the following link for further details on our Customer Care & Refunds Policy

Should you be dissatisfied with the Customer Care you have received from TNUK you can contact Ofcom directly. The following contact details are listed on Ofcom’s website www.ofcom.org.uk

By phone:

  • 0300 123 3333 – calls cost no more than calls to geographic numbers (01 or 02) and must be included in inclusive minutes and discount schemes in the same way.

  • 020 7981 3040 – calls from landlines are typically charged up to 9p per minute; calls from mobiles typically cost between 3p and 55p per minute.

  • Customers who are deaf or speech impaired can contact Ofcom via text relay. Please visit Ofcom’s website for details: https://www.ofcom.org.uk/make-a-complaint/get-in-touch/

  • Ofcom phone lines are available Monday to Friday from 9.00am to 5.00pm.

In writing:

  • PO Box 1285, Warrington, WA1 9GL.

Online: