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UK number - regulatory information
UK number - regulatory information

Businesses using UK numbers must comply with Ofcom's KYC guidelines to avoid potential service disruptions.

Kolleno Support avatar
Written by Kolleno Support
Updated over 3 months ago

Due to the increase in scams and fraud in recent years, the UK regulator has released updated Know Your Customer (KYC) guidelines, which Twilio (Kolleno's phone number provider) is now implementing. These new requirements aim to protect consumers from fraud, spam, and malicious actors by mandating that businesses register and verify their details with Twilio.

  • Effective May 27, 2024, all new long code purchases require an approved Regulatory Compliance (RC) bundle before buying.
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  • Starting September 30, 2024, all UK long codes must have an approved RC bundle to be compliant with Ofcom's new regulatory guidelines. After this date, non-compliant numbers will be at risk of service disruption if enforcements by the regulator are applied.
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  • Starting in January 2025, non-compliant numbers may be expected to experience brownouts

Information Required

Ensure that you are eligible to fill out the regulatory form and that you have the proper documentation and information ready to successfully submit your registration.

1. Eligibility

  • you are a registered business with a business registration number

2. Required information

  • business address

  • emergency address (physical address where emergency services can send help)

  • business website address

  • authorized representative information such as name, phone number, and work email

3. Required documents

  • an excerpt from the commercial register if the business is not registered with the UK Companies House

An excerpt is a document summarizing key information about a company, sourced from the official registry of the country where a company is registered.

Frequently Asked Questions

What is an emergency address?
An emergency address is the Twilio user’s physical address linked to their Twilio phone number. It is used solely for emergency voice calls in the UK to help direct emergency services if needed.

What should I do if my regulatory bundle is rejected?
Your rejection email will explain the reason. Review the feedback and resubmit the bundle with updated information. We provide a guide to help you correct common rejection issues.

What happens if I don’t submit my KYC information?
Traffic sent using non-compliant UK long codes risks being blocked starting in 2025.

Are Ofcom’s regulatory guidelines publicly available?
Yes, Ofcom published the guidelines on November 15, 2022.
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