We're doing all we can to make sure our products and services meet the needs of everyone. We want to ensure that you receive the best possible service and that you have enough information to help you understand the services we currently offer and may offer in the future.
We want to give all our customers an excellent service but sometimes we might get it wrong. When we do, we want you to know how we can fix it. This booklet gives you information about our complaints handling process. It also includes an explanation of adjudication arrangements which provide a free of charge and independent way of resolving disputes. Read the Complaints code of practice from the link below.
Download complaints code of practice >
We are signatories to the OFCOM Voluntary Speeds Code of Practice. The code governs the information we provide to customers regarding the speed they are likely to achieve when they contract with us for broadband service, and also what we do if the customer doesn’t receive the speeds we expected at the point of sale. The code revisions have improved the relevancy of speed estimates by reflecting peak time speeds; enhanced the process for the right to exit if a speed issue cannot be resolved and now include coverage of all technologies.
Download Better Broadband Speed Information - 2022 Voluntary Code of Practice >
Applies to EE Broadband customers who have re-contracted or signed up for EE broadband since 1 March 2019
Previous Terms (applicable for customers who have re-contracted or signed up for EE broadband on or before 28 February 2019):
Download 2010 fixed broadband code of practice >
We want to make sure that you have all of the details you need to understand how we manage traffic on our network. It’s about giving you all of the key information about traffic management.
We are signatories to the Broadband Stakeholder Group (BSG) industry code of practice on traffic management transparency for broadband services which means that you can compare and evaluate what’s on the market.
We are committed to brilliant customer service. We always do our utmost to sell our products and services responsibly and we have measures in place to ensure this is the case, whether you buy our products directly from us, or from one of our partners.
Download General Condition 7 >
Download General Condition 8 >
We believe you should be given clear information about the mobile broadband service you are about to buy. These principles cover the information we provide on mobile broadband coverage, the factors that may affect download speeds and pricing.
Download principles of good practice for promoting and selling mobile broadband >
We have developed this code of practice in conjunction with the other mobile network operators and location service providers. The Code is designed to provide customers with measures that supplement legal requirements. Safeguards include specifying the need for consent.
Download location based services code of practice >
Download a summary of location based services code of practice >
Download location service request form >
We have developed this code of practice in conjunction with the rest of the mobile industry. It is designed to facilitate the responsible use of new mobile phone services, such as access to the internet, while safeguarding children from unsuitable content. We aim to ensure adequate safeguards are in place so that our customers can enjoy new services within a safe and secure mobile environment.
We also offer filtering to manage internet content. It works by preventing anyone under 18 from accessing adult content, while leaving them free to surf the rest of the internet. The filtering service follows the Independent Mobile Classification Body (IMCB) guidelines.
Download code of practice for the self-regulation of new forms of content on mobiles >
Download IMCB classification framework >
This notice provides rates for wholesale voice call termination (as defined in the Ofcom statement published on 15 March 2011) for EE Limited.
Download EE's Wholesale Call Termination Rates >
At EE, our anti-bribery policy supports our zero tolerance to bribery and corruption. It sets out how our employees should behave and what they should do if confronted with bribery or corruption.
We’re committed to conducting our business in a way that does not facilitate or engage in any kind of bribery or corruption. We have put in place policies, procedures and a compliance programme to help identify and manage risk which reinforces our commitment to ensuring that we comply with the requirements of the Bribery Act.
Our Code, policies and standards are all there to help guide us on what is right while working at or with EE. If something concerns you, it concerns us.
When something doesn't seem right, speak up. We have two internal 'Speak up' channels and one external, our Speak up Service.
This service is open to anyone, you don’t have work for EE and there is an option to report anonymously.