RDG launches….
low-cost 03 numbers
IN July the FCA published its policy statement on changes to complaints handling, part of those
changes brought in new rules limiting the cost of calls consumers make to firms to a maximum ‘basic
rate’, including all post-contractual calls and all complaints calls. This means that by 26th October
2015 all of RDG’s telephony will be required to be at the basic rate.
RDG has set up low cost non-geographic 03 numbers for all claims, customer services and policy
management lines that the business provides to its customers and clients. The new 03 numbers are
a low cost alternative to premium-rate 08 numbers such as 0844 and by law, can cost no more than
a national rate call to an 01 or 02 number.
When you call a 0344 number the phone operator must treat it in the same way as if you had called
a number starting with 01 or 02 and it includes any free minutes or call bundles the caller has. These
rules apply to calls from any type of line including mobile, BT, other fixed line or payphone.
RDG has made the numbering change as straightforward as possible. It means that:
•
Wherever a premium rate 08 number is listed on a policy statement of fact, policy document
or booklet, the new low cost number is identical, except for a change in the prefix
•
The 0844 prefix is replaced with 0344 but the last 7 digits remain the same
So, for example, 0844 412 4100 has been replaced with 0344 412 4100 and 0845 671 8172 has
been replaced with 0345 671 8172.
Over the next month stakeholders from across the business are working on updating all of the
existing policy documents, booklets and claims letters with the new numbers and all new launches
since the start of the year already have in the policy documents, booklets and claims letters issued
to customers the low-cost numbers.
The existing 0844 numbers will remain active, so that