Code of Practice

Rydal Communications LTD Code of Practice on Complaint Handling and Dispute Resolution

Introduction to our company and services Rydal Communications LTD is an independent company that delivers communication 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

This code of practice informs you about our products, services and customer-care policies. Our code of practice on complaint handling and dispute resolution has been approved by Ofcom, the independent regulator for the UK communications industries for the purpose of section 52 of the Communications Act 2003. This Code of Practice is published on our website www.rydalcomms.co.uk Additional copies are available on request and free of charge to any business customer. It is also available in alternative formats (e.g. larger print)

HOW TO CONTACT US

Please contact our Customer Service Team From 9:00am until 5.30pm Monday – Friday
By phone: 01733 511116
By email: support@rydalcomms.co.uk
By fax: 01733 511118
By letter: Rydal Communications, Elwes House, 19 Church Walk, Peterborough, PE1 2TP
Website: www.rydalcomms.co.uk

OUR COMMITMENT TO YOU

We are committed to giving you the highest quality of customer service. When we purchase our services from wholesale providers, we choose those providers carefully to ensure that you get a high-quality service. We make every reasonable effort to supply services that satisfy your requirements. We work to all relevant laws and regulations.

OUR PRODUCTS AND SERVICES

Equipment and maintenance service
Landline telephones
Landline calls
Line Rental
ISDN – digital telephone lines
Broadband access
Internet / Email Security
Web Services
VoIP & IP telephony services
Non-geographic numbers
Intelligent Call Routing
Directory enquiries
Mobile telephone and data services
Vehicle tracking
Payment services
For more details on any of our products and services, or to place an order immediately, please contact our Customer Service Team on 01733 511116

MARKETING

We work to the principles in the British Code of Advertising, Sales Promotion and Direct Marketing, which are set out on the website www.cap.org.uk

TERMS AND CONDITIONS

When you subscribe to a service from Rydal Communications 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 01733 511116. We may carry out a credit check as part of our assessment procedures. Where applicable, the minimum contract term for our services is 12 months however if this is longer the contract will state. We aim to provide services within ten working days of 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, or we experience a delay from our supplier, we will inform you of the revised timescales as soon as we can.

CANCELLATION

If you decide to cancel your lines & calls order or agreement before we have transferred your service from your existing supplier, you may do so without charge before or within the switchover period. Please note that you may be liable for consultation fees as laid out in your contract, please refer to the terms and conditions of your agreement. For all other products and services, please refer to your terms and conditions for further details. If you wish to terminate your contract for your lines & calls services within your committed term, we will charge you a fee as set out in your contract. After the minimum term you can cancel any service giving 90 days’ notice. Equipment that is supplied with a lease agreement is subject to the relevant finance company’s terms and conditions.
If you wish to terminate your maintenance contract you are required to provide 90 days written notice after the initial period and before the next anniversary of the agreement. Should this time elapse we may charge you, as set out in your contract. You can cancel orders or agreements in writing, by post, by fax or by e-mail.

FAULTS AND REPAIRS

Please call our Fault Service Team on 01733 511116 if you experience a fault with any of our services. We aim to have this investigated and repaired within 2 working days for systems, lines and calls services. Broadband faults can take up to 40 working hours to clear, should the problem relate to the network. In all cases we will keep you updated with the progress on your fault report.

COMPENSATION AND REFUND POLICY

Our policy is to assess each claim on a case by case basis. We aim to investigate any claims and respond within 7 working days. Any refunds that are due will be credited to the next month’s invoice.

PRICE LISTS

Our pricing structure is available from our Customer Service Team on 01733 511116. We will write to you in advance if we change the pricing structure on your products and services.

BILLING

We will bill you monthly in most circumstances unless alternative arrangements are made prior to the supply of services.
We prefer payments to be made via direct debit. Payments are due 14 days after the bill is produced. This date will be listed on your bill. Customers paying by other methods will be charged an additional fee as per our terms and conditions, unless an alternative payment option has been agreed by us. If you wish to change your method of payment at any time, please call our Billing Customer Service Team on 01733 511116.
We provide itemised bills as part of our service to you on request.
If you have difficulty paying your bill, please contact us on 01733 511116 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 01733 511116 no later than 30 days before your move date. We will amend your account and billing requirements as necessary. We will endeavour to offer you the same telephone number to minimise disruption but please note that for geographic numbers this is not always possible.

NUMBER PORTING

Rydal Communications recognises that keeping your existing telephone numbers may be important to you. If you move your business to us and wish to keep the number that you have with your old provider, we will arrange it if you ask us. 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 01733 511116

DIRECTORY ENTRIES

You are entitled to a Directory Enquiry listing (including an entry in The Phone Book) for both your fixed and mobile telephone numbers. If you do want your details included, please contact our Customer Service Team on 01733 511116

COMPLAINTS

We make every effort to ensure that our customers are happy with the level of service, and the products and service they receive from us. However, despite our best efforts, things can go wrong. We take customer complaints very seriously and aim to resolve them quickly and efficiently. If you have a complaint about any part of our service, please contact our Customer Service Team on 01733 511116. Our advisors will ask you about your complaint and seek to resolve the problem while you are on the line. During any discussions we will protect the privacy of the information that we hold on you. To do this we may have to ask you questions to confirm that we are speaking to the right person.
You may also send your complaint to us in writing: Rydal Communications, Elwes House, 19 Church Walk, Peterborough, PE1 2TP.
We will try to resolve your complaint quickly and efficiently, and to keep you informed at all times. If your complaint is not resolved to your satisfaction, you can take it further within our company and ultimately to the Managing Director at the above address. If we cannot resolve the problem, we will write to you to say so.

NUISANCE CALLS

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 01733 511116 to report the incident and for information on how to deal with it.

SERVICES FOR PEOPLE WITH SPECIAL NEEDS

We are committed to helping all our customers to communicate easily. We can arrange additional services on request, for customers who are older or who may have a disability. For example, copies of bills can be in large print, on computer disc (or in Braille) for customers who have difficulty reading their bill.
Copies of this Code are available in larger print and other formats on request.

VOIP OR VOICE OVER INTERNET SERVICES

Voice over Internet Protocol services (VoIP) services deliver phone calls over broadband connections rather than traditional phone networks. To use a VoIP service, you would normally use a broadband connection together with some special equipment. This equipment could be either a personal computer installed with relevant software, a traditional phone with an adaptor that plugs into the broadband connection, or a wireless device with suitable software installed on it or your VoIP enabled telephone system. Many VoIP services might ‘look and feel’ like traditional phone services but may not offer the features customers expect from their phone service, such as such as guaranteed access to 999 calls or power to a phone so that it will still work if there is a power cut in the home. We strongly recommend that you carefully consider whether a particular VoIP product meets your needs relating to contacting the emergency services. For more information on VOIP products, please contact our customer service team on 01733 511116 .

DATA PROTECTION

We comply fully with our obligations under the Data Protection Act 1998.