About 1310 & Phistos
Who we are, why we built Phistos, and how we approach debt resolution.
Who is 1310 Limited?
1310 Limited is a UK internet service provider specialising in full-fibre broadband (FTTP) connectivity. We build and operate our own network infrastructure to bring fast, reliable broadband to homes and businesses across the UK.
Unlike many organisations involved in debt resolution, we are the original creditor — meaning the outstanding balance you owe is owed directly to us, the company that provided your broadband service. We have not sold your debt to a third-party collection agency. You are always dealing with 1310.
That distinction matters because it means we have full visibility of your account history, complete authority to agree a resolution, and a genuine interest in reaching an outcome that works for both sides.
We are the original creditor, not a debt buyer. Your account has not been sold or passed to a collection agency. Any communication from Phistos comes directly from 1310 Limited.
Registered in England & Wales
1310 Limited is a company registered in England and Wales. We operate in full compliance with UK consumer credit regulation, data protection law and the Consumer Duty framework.
Our approach to debt resolution
We believe that a fair, transparent and empathetic process produces better outcomes for everyone. Our approach is built on four straightforward principles.
Affordability first
Before agreeing any repayment arrangement, we want to understand what you can genuinely afford. We use a Standard Financial Statement approach to assess your income and essential outgoings — we will never push you towards a plan that leaves you worse off.
Transparency always
We will always be clear about what you owe, why you owe it, and what your options are. There are no hidden fees added on top of your outstanding broadband balance without your knowledge.
Hardship support
If you are experiencing financial difficulty, illness or other vulnerability, we will consider pausing or reducing collection activity. We can refer you to free advice services and, where appropriate, support a Breathing Space application.
Independent advice
We will always signpost you to free, independent debt advice before you commit to any repayment arrangement. Getting independent advice is free, it takes nothing from the resolution process, and we actively encourage it.
Dispute resolution
If you believe your balance is incorrect or that something has gone wrong with your account, we will investigate before pursuing repayment. Raising a query or dispute is your right, and we take every one seriously.
Your data, respected
We handle your personal information in line with UK GDPR and our full privacy policy. We will never share your data with third parties beyond what the law requires or you consent to.
What is Phistos, and why did we build it?
Phistos is 1310's own debt resolution platform — a secure, purpose-built portal that gives customers with an outstanding balance a single place to understand their situation and take action.
We built Phistos because the traditional collections process — letters, phone calls, third-party handoffs — can feel opaque and stressful for people who are already in a difficult situation. We wanted something better: a self-service tool that respects your time, explains things clearly, and gives you real control over how and when you engage.
Through Phistos you can:
- Review your balance and the transactions that make it up
- Set up a payment plan that fits your budget
- Make a one-off payment securely
- Tell us about a change in your circumstances
- Request a Breathing Space referral
- Raise a query or dispute about your balance
- Access links to free, independent debt advice organisations
Everything you do in Phistos is recorded and confirmed to you in writing. You will never be committed to an arrangement without explicitly agreeing to it.
Treating customers fairly
1310 Limited is committed to treating all customers fairly throughout the debt resolution process. We follow the principles set out by the Financial Conduct Authority (FCA), including the Consumer Duty standard, which requires firms to deliver good outcomes for retail customers and to put their needs at the centre of everything they do.
In practice, this means:
- No excessive fees or charges. We will only pursue the outstanding broadband balance and any contractually agreed interest or late payment charges that were disclosed at the time of your contract.
- No harassment or undue pressure. We follow the FCA's guidance on treating customers in financial difficulty with forbearance and due consideration.
- Accessibility. We will make reasonable adjustments for customers who require additional support, whether due to disability, mental health circumstances or other vulnerability.
- Prompt responses. We aim to respond to all queries within 5 working days and to resolve complaints within 8 weeks.
If you feel we have not met these standards, please see our complaints procedure.