Telecom Warehouse Ltd Ltd

Codes of Practice

Introduction

Telecom Warehouse Ltd Ltd is a company that delivers communications services to business customers. Whilst we may not provide all the component parts of our services ourselves we do take the responsibility for the services delivered to you and will liaise with our suppliers to ensure that any problems with their services are resolved promptly.

Purpose of this Code of Practice

The Code informs you about our products, services, and customer care policies. We have prepared it in line with guidance published by Oftel (the regulator, which is now Ofcom) on 15 August 2003.

How to Contact Us

Please contact our Customer Service Team or your Account Manager by telephone or in writing by post, fax or email to:

Telecom Warehouse Ltd Ltd
Prestige House
Cornford Road
Blackpool
FY4 4QQ

Tel: 0870 055 4155
Fax: 0870 055 4156
Email: customer.service@telecom-warehouse.co.uk

or via our website www.telecom-warehouse.co.uk

Opening Hours: Monday – Friday, 9am until 5pm (outside of these hours details of your call will be passed to a Duty Manager)

Our Committment to You

We are committed to providing you with the highest quality of customer service. When we purchase our services from wholesale provider(s), we choose those providers carefully to ensure that a high quality service is provided. We make every reasonable effort to supply services that satisfy your requirements. We adhere to all relevant laws and regulations stated by telecommunications regulatory bodies.

Our Products & Services

Single and Multiline Line Rentals
Digital – ISDN2, ISDN30 and Highway Line Rentals
Landline calls
CPS-Carrier Pre-Selection
Broadband ADSL Lines
Leased Lines
Reduced Cost Dial Up Internet Services
Directory enquiries
Mobile Phones & Line Rental

For more details on any of our products and services, or to place an order immediately, please contact our Customer Service Team on 0870 055 4155.

Marketing

We work to the principles within the British Code of Advertising, Sales Promotion and Direct Marketing, which may be found on the website, www.cap.org.uk

Terms & Conditions

When you subscribe to a service from Telecom Warehouse Ltd Ltd, we will send you our Standard Terms and Conditions and ask you to sign a contract, if applicable. If you have any questions, please phone our Customer Service Team on 0870 055 4155. We may carry out a credit check as part of our assessment procedures.

If applicable, the minimum contract term for our services is one month. We aim to provide services within as soon as possible after your original request, subject to the availability and installation of any equipment and, where appropriate lines to your premises. If we need to carry out a survey of your premises or lay additional cabling we will advise you of the revised timescales as soon as we can.

Cancellation

If you decide to cancel your order or agreement before we have provided the services, you may do so without charge up to 2 days before we commence providing your service. After the minimum term you can cancel any service, providing one months notice by calling our Customer Service Helpdesk on 0870 055 4155.

Faults & Repairs

Should you experience any fault with any of our services please contact our Customer Service Team on 0870 055 4155. Investigation into the fault will begin as soon as possible and we aim to have the fault repaired by midnight on the first working day after the day the fault was reported.

Compensation & Refund Policy

Our policy is to provide a compensation scheme to customers buying the Telecom Warehouse Ltd line rental product as set out below:

If Telecom Warehouse Ltd is late in providing the Service: for each day or part day Telecom Warehouse Ltd is late in providing the Service in accordance with the provision lead times, the customer is entitled to claim an amount equal to 30% of one month’s rental charge for the line or the Calling and Telecom Warehouse Ltd Feature or the Messaging Service ordered.
If Telecom Warehouse Ltd is late in repairing a Failure of the Service: for each day or part day Telecom Warehouse Ltd is late in repairing a Failure of the Service in accordance the repair lead times, the customer is entitled to claim an amount equal to 1/30th of one month’s line rental charge.
If Telecom Warehouse Ltd does not keep an appointment: if Telecom Warehouse Ltd is at fault for not keeping an appointment the customer is entitled to claim an amount equal to 1/30th of one month’s line rental charge.
If Telecom Warehouse Ltd disconnects the Service when it is not entitled to do so: if Telecom Warehouse Ltd disconnects the Service from an End User Site when it is not entitled to do so, the customer is entitled to claim an amount equal to 1/30th of one month’s line rental charge for each day or part day when the Service is disconnected, provided the customer notifies Telecom Warehouse Ltd in writing that the Service has been disconnected within 6 working days of any disconnection of an End User.
The Limits on Compensation: the maximum compensation payable under our compensation policy for any one failure or series of related failures shall be an amount equal to 2 months rental charge per calendar month up to a maximum of £1,000 for each line.
Provisioning and repair lead times are available upon request by calling Customer Services on 0870 055 4155.

Price Lists

Our pricing structure is available from our Customer Service Team on 0870 055 4155 and on our website www.telecom-warehouse.co.uk. We would contact you in writing should the pricing structure on your products and/or services change.

Billing

We will bill you monthly, unless otherwise stated.

Unless otherwise agreed in writing, payment will be collected by direct debit. If you wish to change your method of payment at any time, please contact our Customer Service Team.

We provide itemised bills showing calls over 40p via post or all calls via e-mail at no extra cost as part of our service to you.

If you have difficulty paying your bill, please contact us on 08700 554 155 and we will try to arrange a different method of payment. We will do all we can to help our small business customers to manage their bills and avoid disconnection.

If You Are Moving Home or Office

Please call our Customer Service Team on 08700 554 155 no later than 14 days before your move date. We will amend your account and billing requirements as necessary.

Number Porting (if applicable)

Telecom Warehouse Ltd Ltd recognises that keeping your existing telephone numbers may be important to you. If you move we will endeavour to offer you the same telephone number to minimise disruption. We will work with you to ensure that the services are switched over at a convenient and appropriate time. For more information, please call our Customer Service Team on 0870 055 4155.

Complaints

We take customer complaints very seriously and we aim to resolve them quickly and efficiently. Should you have a complaint about any part of our service, please contact our Customer Service Team on 0870 055 4155. We will try to resolve your complaint quickly and efficiently, and to keep you informed at all times.

If we cannot settle a complaint to your satisfaction, you may ask for help from Otelo (the Telecommunications Ombudsman) or Ofcom/Oftel.

For further information regarding complaints procedures, please feel free to contact us for a copy of our Complaints Procedures document.

Statement of Social Responsibility

We take the problem of nuisance calls and malicious communications very seriously. We tackle it by working closely with the Police and others in the communications industry. If you have been a victim of this activity, please call the Customer Service Team on 08700 554 155 to report the incident, and for information on how to deal with this situation.

Services for People with Special Needs

We are committed to helping all our customers to communicate easily. We offer the following additional services for customer who are older or who may have a disability, including:

Additional help and support if you have difficulty paying your bill
A free Directory Enquiries service for people who are unable to use the printed phone book
Copies of this Code are available in larger print and other formats on request

Protection

We are registered with the Data Protection Agency to hold information necessary to supply services to our customers under the Data Protection Act 1998. Registration number: Z8942087 www.informationcommissioner.gov.uk

Useful Contacts

Organisation	Contact Details
Otelo	PO Box 730, Warrington, Cheshire WA4 6WU	0845 450 1614 www.otelo.org.uk
Ofcom	Riverside House, 2a Southwark Bridge Road, London SE1 9HA	020 7981 3000/ 0845 456 3000 www.ofcom.org.uk
ICSTIS	Clove Building, 4 Maguire Street, London SE1 2NQ	020 7940 7474 www.dma.org.uk
Federation of Communication Services (FCS)	Burnhill Business Centre, Provident House, Burrell Row, Beckenham, Kent BR3 1AT	020 8249 6363 www.fcs.org.uk