About Us

118118 is brought to you by The Number UK Ltd; an established and experienced directory enquiries company which has been in operation in the UK market for more than 20 years, serving both retail and wholesale customers.

The Number UK Ltd is also a subsidiary of kgb, inc and as a result, is part of the largest independent directory assistance supplier in the world.

Our expertise and reach is truly international. 118 118 has sister services in France (118 218), Switzerland (1818) and Ireland (11850) making our family the largest provider of directory assistance services in Europe.

We operate additional directory enquiries numbers in the UK and details of all of these services and pricing can be found on this page.

We always want your experience with 118118 or any of our other 118 numbers to be the best possible so we have a dedicated Customer Care team who are on hand to help with any queries you may have. Please click here for all of our Customer Care details.

We look forward to serving you.

Our Products

118 118 At Your Service

When it comes to finding numbers, we’re the professionals but that’s not all we can do for you. Call us from your landline or mobile phone number and we can find up to three numbers in one call. Once your number is found, we can put you straight through to the number you requested if you don’t have a pen, or just provide the number to you if you prefer. We give you a range of choices as to how you get the information you need.

On 118118, we can:

  • Search for UK and international numbers in one call
  • Give you departure and arrival times from the national train timetable
  • Tell you what films are on at your local cinema and give you show times
  • Expertly search for business numbers or addresses even if you only have a small amount of information
  • Put you straight through to the number you want whether it is in the UK or overseas

 

If you call us from a mobile, we’ll always text you the numbers you need at no additional cost, so you don’t have the usual scramble for a pen and paper! (Texts are sent to mobile customers whose phone numbers are not withheld.)

What Does it Cost to Use 118 118 ?

Calls to 118 118 cost £2.43 per minute, (a minimum 60 second charge applies) inc vat. After the first minute, calls are charged by the second. This is the service charge. In addition you will be charged an access charge per minute by the company that bills you for calls.

By adding together the service charge and the access charge, you’ll know exactly how much your call has cost you.

Service & Access Charges Explained

Ofcom introduced the service and access charge pricing regime in 2015 with the aim of making it easier for you to understand how much you’re paying for each call by splitting the retail price into two parts.

A service charge – This is set by the company which operates the number you are calling, like us at 118 118.

An access charge – This is set by your telephone network company and will be a charge per minute.

118 118 does not control the level of the access charges applied by the company that bills you for your calls nor do we profit from them.

To help you find out more information about access charges, we have provided links to the web pages of the main telephone companies that bill our callers:

 

If you have questions about the access charges applied to your calls, you will need to speak to your telephone company directly.

The service and access charges applicable to your 118118 calls (or any of our other 118 numbers) will appear as charges on the phone bill associated with the phone number that you used. This phone bill is published by your telephone company and all charges will be collected by your telephone company.

Call Completion

If you choose to be onward connected to your chosen number, you will hear an automated announcement prior to connecting you to advise of the continuing call costs. The announcement says:

“Thank you for calling 118118. The remainder of this call costs £2.43 per minute plus your telephone company’s network access charge. Putting you through to…”

The announcement is automated to ensure that the information is provided to you every time without fail. We also read out the phone number so you can write it down if you do decide you do not want to onward connect.

Maximum Call Duration

118 118 aims for ‘no surprises’ for our customers. We have an inbuilt feature which cuts longer calls off to limit the maximum service charge you could incur. This is set at £40 to help reduce the small number of instances where customers receive an unexpectedly high charge for using our services for long calls.

Text Messages

We like to send mobile callers a text of the number you have requested. So if you choose not to be put straight through to the number you require, you can easily dial it directly via the text message. This could save you money.

Bill Payer’s Permission

If you are not the bill payer but are calling 118118 or any of our other 118 services, please seek the bill payer’s permission first and prior to calling us.

 

Other 118 Services We Offer

In addition to 118118, we also offer a number of other 118 services you can call:

118811

118 811 is a simplified version of our national directory enquiries service. One search = one fee.

Calls to 118811 cost £3.65 per call plus your telephone company’s network access charge.

Other 118 numbers

Number

Service

Call Completion

SMS

Service Charge

118888

National directory enquiries

Yes

Yes

£2.43 per minute, (a minimum 60 second charge applies) inc vat, plus your telephone company’s network access charge

118661

National directory enquiries

Yes

No

£2.43 per minute (a minimum 60 second charge applies) inc vat, plus your telephone company’s network access charge

118848

National directory enquiries

No

No

£2.43 per minute, (a minimum 60 second charge applies) inc vat, plus your telephone company’s network access charge.

118899

International directory enquiries

Yes

No

£2.43 per minute, (a minimum 60 second charge applies) inc vat, plus your telephone company’s network access charge.

118551

National directory enquiries

Yes

Yes

£2.43 per minute, (a minimum 60 second charge applies) inc vat, plus your telephone company’s network access charge.

118932

National directory enquiries

No

No

£2.43 per minute, (a minimum 60 second charge applies) inc vat, plus your telephone company’s network access charge.

118949

National directory enquiries

No

No

£2.43 per minute, (a minimum 60 second charge applies) inc vat, plus your telephone company’s network access charge.

All of the above services:

  • Allow you to search up to 3 numbers on one call.
  • Utilise the maximum call duration feature to minimise the risk of high call costs on longer calls. Like 118118, this is set at £40 service charge.
  • Charge by the second after the 1st minute.

The service and access charge costs applicable to the calls you make to any of these 118 numbers (including 118811) will appear as charges on the phone bill associated with the phone number that you used to dial these 118 numbers. This phone bill is published by your telephone company and all charges will be collected by your telephone company.

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.

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

Please visit our Customer Care page for further details.

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.