Code of Practice Regarding Complaint Handling and Dispute Resolution for Domestic and Small Business Customers
1: Introduction
Phones 4 Business are a well established and expanding ‘one-stop’ telecommunications service provider for the small and medium sized business community. The company first began trading in August 1999 as Tec21 before becoming known as Phones 4 Business in October 2004. Having re-located to bigger premises in Bournemouth in 2005, our steadily expanding company then moved to the Poole offices from where we direct our operations and services today.
Using our considerable experience and knowledge of the telecommunications industry, we have set out to provide a cost effective and comprehensive telephony service which meets installation and on-going service requirements. Offering Call Plan facilities to customers allowed us to further enhance the service provided. Phones 4 Business have continued to grow in strength and now offer the provision of line rental in our portfolio.
The hands-on approach allows us to run a tight ship which prides itself on the value added service we give to our customers. Whilst we are always open to new business opportunities, we regard our commitment to and on-going support of existing customers as our primary concern. The Company has kept at the forefront of technology and is able to support up-to-date services such as VOIP. We continue to strive to be the ‘one-stop shop’ for all of our customers’ telephony requirements.
2: Contact details
We are located and have our registered office at:
41 Seldown Lane
Poole
Dorset
BH15 1UA
Tel: 01202 705030
Fax: 01202 675253
Email: sales@phones4business.com
Web: www.phones4business.com
3: Terms and conditions, including prices and tariffs
Our equipment price is based on RRP but determined by various additional factors such as whether installation, maintenance, line rental and call charges, number of extensions and any additional equipment etc. are included.
Customers are entitled to cancel services at any time in writing to us either by letter, fax or email to the contact details as given above. Our minimum Contract term for new customers is usually 12 months with a notice period of 3 months prior to cancellation of the Contract; early termination charges will apply in accordance with the terms set out in individual Contracts.
Our services
- Supply, Installation and Maintenance of Telephone Equipment and Systems together with the provision of Structured Cabling, Computer Software and Hardware for their management.
- Line rentals, call charges, broadband services and non-geographic numbers.
- On and Off Site technical support and advice
Access
Customers can access Phones 4 Business’ services by telephoning 01202 705030, by emailing sales@phones4business.com and via the website www.phones4business.com.
Pricing information
It is not possible to publish a standard set of prices for our customers since these depend upon different rates, independent criteria and ever changing tariffs.
Customers can contact Phones 4 Business by the afore-mentioned methods to obtain current rates and charges.
4: Customer service
Compensation or refund policy
In the unlikely event of a billing error or upon overcharge in error, Phones 4 Business will immediately investigate and credit/refund the customer where appropriate. Our full liability for direct or indirect costs, loss of profit or goodwill is clearly set out in each Order Form or Maintenance Agreement and in its associated Terms & Conditions and which must be signed by the customer upon the sale. Other invoices are despatched upon the provision of such services and payable upon completion of the work. Our invoices give as clear an explanation of the nature of the charge as possible and due date.
Annual Maintenance Contract Charges are invoiced automatically annually just before the expiry of the prior contract to ensure service continuity.
Complaint handling process
Describe in relation to public electronic communications services for domestic and small business customers.
If you should have cause to complain about our service, please any member of the Team who will be happy to discuss the complaint and will notify the Head of Customer Services. The Team will investigate the complaint fully, implementing corrective action where necessary. All complaints will be handled within an appropriate time period to ensure that a satisfactory resolution with the client is reached.
Alternative dispute resolution procedure
Details of alternative dispute resolution arrangements in relation to the provision of public electronic communications services to domestic and small business customers.
If we are unable to resolve your complaint satisfactorily, we will issue a “deadlock” letter so that you may make a complaint through Otelo, an independent alternative dispute resolution scheme. We can provide you with details of this service. Alternatively if more than 8 weeks has passed since you first made your complaint, please contact the ADR scheme directly.
Contact details:
Otelo
PO Box 730
Warrington
WA4 6WU
Telephone 0330 440 1614 or 01925 430 049
E-mail enquiries@otelo.org.uk
Web site: http://www.otelo.org.uk
5: How to obtain this Code of Practice
Additional copies are available on request and free of charge to any domestic and small business customer. It is also available in large print.
6: Additional information
This Code has been approved by Ofcom for the purposes of section 52 of the Communications Act 2003. The Guidelines for producing codes of practice are on Ofcom’s Web site at http://www.ofcom.org.uk/telecoms/ioi/g_a_regime/gce/newccodes/
