For more information please contact us on:

01226 285600

Email: sales@phase5.co.uk
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Code of Practice Regarding Complaint Handling and Dispute Resolution

Phase 5 Communications Ltd. is a provider of communication services, supplying hosting, Internet, telecommunication and IT solutions for residential and business customers across the UK.

The purpose of this code of practice

This guide has been developed to help you to understand the relationship you have as a customer of Phase 5 Communications Ltd. It will enable you to:

This Code has been approved by Ofcom for the purposes of section 52 of the Communications Act 2003.

How to contact Phase 5 Communications Ltd.

Customer Services & Sales
Phone 01226 285600
Website www.phase5.co.uk
Email support@phase5.co.uk

Our Customer Services department is open Monday to Friday from 9am to 5:00pm. We are closed on weekends, bank holidays and the period between Christmas Day and New Years Day. Calls are charged at local rate. Please note that we cannot guarantee that our telephone lines are always answered immediately within these hours. If you reach our answer machine, please do leave a message so that we can call you back. If you have an urgent issue outside of normal hours (or in any of the holiday periods) then please call anyway and leave a message. Telephone messages are sent out to and periodically checked by on-call technicians outside of working hours.

Accounts Department
Phone 01226 285600
Website www.phase5.co.uk
Email accounts@phase5.co.uk

Our Accounts department is open Monday to Friday from 9am to 5:00pm. We are closed on weekends, bank holidays and the period between Christmas Day and New Years Day. Calls are charged at local rate.

Account Cancellations

To cancel your account please email us or use our website to raise a support case, clearly stating which services you wish to cancel and when you would like them to be cancelled from. We require all cancellation requests to be submitted as a written request in the form of an email or if you cannot access the Internet, send the same details in a letter to our main office address shown. You are welcome to call us to ask questions about cancelling services but please be aware that you must give your actual cancellation notice by email, or alternatively by post if you do not have access to email. We will respond to any emailed cancellation request within 7 days (14 days for post) to confirm we have accepted the cancellation, the date on which we will cancel services from and any other details that may be relevant to the case.

Phone: 01226 285600
Email: support@phase5.co.uk

Phase 5 Communications Ltd.
BBIC, Innovation Way
Barnsley
South Yorkshire
S75 1JL

Many of Phase 5 Communications Ltd.'s services do not have a minimum contract period but for those that do, we would be happy to discuss your requirements. Unless otherwise specificed, the notice period for cancelling any service is 30 days to the end of the billing cycle. (To clarify, this means that when you give 30 days notice - the service will run for at least 30 days and then continue to the end of the billed period at that point. For example: If you are billed monthly on the 5th of each month for a service with no minimum contract, and you give notice on the 14 th March, the service would terminate on the 4th May.)

A summary of our service contract periods are:

Some services take a little time to cancel, as they require us to work with special industry processes (such as ADSL). When you cancel your service, we aim to advise you of the time period from us receiving your cancellation request to the time at which the service is withdrawn. During this period, you remain liable for the costs of any services we provide.

Disconnections and cancellation of services

We reserve the right to suspend or cancel your service within the contracted timescales - for example, if you do not pay your bill.

Complaints

If you would like to register a complaint, here are a number of different ways you can contact us:

By Email: You can e-mail us your complaint via support@phase5.co.uk. (Directors are copied on all support emails. Please put the word "Complaint" in the email subject to ensure it is properly highlighted)

By Phone: You can contact the Customer Care team directly on 01226 285600 from 9am to 5:00pm and ask for a case to be opened relating to a complaint. The agent will note down your comments and raise a support case on your behalf, which will then be evaluated and either resolved or escalated, as appropriate. We are closed on weekends, bank holidays and the period between Christmas Day and New Years Day.

By Letter: If you prefer to put the complaint in writing, you can send it to the following address:

Phase 5 Communications Ltd.
BBIC, Innovation Way
Barnsley
South Yorkshire
S75 1JL

What happens once we receive your complaint?

We will acknowledge all complaints received by letter, e-mail within 24 working hours of receiving your complaint.

Dispute resolution

If we are unable to resolve your complaint satisfactorily, we will issue a "deadlock" letter so that you may make a complaint through CISAS, an independent alternative dispute resolution scheme. We can provide you with details of this service. Alternatively, if more than eight weeks has passed since you first made your complaint, please contact the ADR scheme directly.

Centre for Effective Dispute Resolution (CISAS)
70 Fleet Street
London
EC4Y 1EU

Phone: 020 7520 3827
Email: info@cisas.org.uk
Website: www.cisas.org.uk

Please visit their website as it has full details on how to submit a claim.

Order processing

Most services can be ordered online via our website, by sending us an email, or simply by calling our customer services team on 01226 285600. The time it takes to setup can vary depending on the service purchased. In some cases, we may ask you to provide an email or written request to start the service, or complete an order form. We will aim to confirm all new orders by email within 4 hours during normal office hours (Monday - Friday 9am to 5:00pm, excluding bank holidays and the period between Christmas and New Year).

Pricing

Up-to-date prices for our products and services are always available on our website (www.phase5.co.uk) or by calling our customer services team on 01226 285600.

Billing

We currently accept the following payment methods:

Fault Repair

Faults can be reported around the clock via email at support@phase5.co.uk. To report a fault to one of our representatives please call 01226 285600 during office hours. However unless otherwise stated in your service agreement, or at our own discretion, engineers only attend to faults in normal working hours (Monday - Friday 9am to 5:00pm, excluding bank holidays and the period between Christmas and New Year). Faults can occur on our Network, or another operator's network, as well as your own equipment.

If the fault is reported during normal working hours, we will try to establish the location of the fault. We may request that you carry out some simple checks to help us establish the cause of the fault. Repairing faults on our network is part of the maintenance cover we provide with our service. If the fault is not on our network then we may not be responsible for its repair.

We reserve the right to charge for any abortive work or visit arising from faults over which we have no control. Should an engineer need to visit your premises we will agree this with you.

Privacy

We take your privacy very seriously and we strictly follow the procedures laid down by the Data Protection Acts of 1984 and 1998 to protect all user information. Our Privacy Policy sets out the personal information we collect about you and describes how we may use that information. No customer information will be intentionally used or distributed outside of Phase 5 Communications Ltd., and we have a strict policy of not selling customer details to outside marketing agencies without your permission to do so. Our privacy policy also contains details of how you can opt in and out of receiving our marketing information.

Access to our Code of Practice

Customers can access this code of practice from our website (www.phase5.co.uk/code-of-practice) or by requesting a copy to be posted or emailed to them.

General philosophy

Phase 5 Communications Ltd. is a private limited company offering advanced Internet communications, telephony and IT related services for both the home and business user, whatever their needs.

Our product range in very broad terms consists of:

This Code has been approved by Ofcom for the purposes of section 52 of the Communications Act 2003.

The code will be regularly reviewed in line with Ofcom's requirements. We value all feedback from our services to this code of practice. Please email you comments to support@phase5.co.uk.

Contacting related organisations

Office of Communications (Ofcom)
Ofcom Contact Centre
Riverside House
2a Southwark Bridge Road
London
SE1 9HA
Tel: 020 7981 3040
Fax: 020 7981 3334
Email: contact@ofcom.org.uk
Website: www.ofcom.org.uk

Centre for Effective Dispute Resolution (CISAS)
70 Fleet Street
London
EC4Y 1EU
Tel: 020 7520 3827
Email: info@cisas.org.uk
Website: www.cisas.org.uk