Part 1 – Code of Practice for Small Business Customers
Introduction to our Company and Services
PHONES 4 BUSINESS is an independent company that delivers communications services to small business customers. While we may not provide all the component parts of our services ourselves, we do take responsibility for the services delivered to you. So, we will liaise with our suppliers to ensure that any problems with their services are resolved promptly.
Purpose of this Code of Practice
This code informs you about our products, services, customer-care policies and where to find information about our charges and terms and conditions. This Code of Practice is published on our website www.phones4business.com. Additional copies are available on request and free of charge to any domestic and small business customer. It is also available in alternative formats, such as large upon request.
How to Contact Us
Please contact Emma Martineau in our Customer Service Team using one of the following:
By Phone: 01202 705030
Opening Hours: 8.45 to 5.15 Monday to Friday, excluding Bank Holidays
By Email: firstname.lastname@example.org
By Letter: Emma Martineau, Customer Services, Phones 4 Business Limited, 3 Victoria Park Place, 706 Wimborne Road, Bournemouth, Dorset BH9 2EG
Or via our website: www.phones4business.com
Our registered office address is: 3 Victoria Park Place, 706 Wimborne Road, Bournemouth, Dorset BH9 2EG
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
- Landline telephones
- Landline calls
- CPS – Carrier Pre-Selection
- WLR – Wholesale Line Rental
- ISDN – digital telephone lines
- Broadband access
- VoIP & IP telephony services
- Non-geographic numbers
- Intelligent Call Routing
- Mobile telephone and data services
- Public/private/business two-way radio mobile radio services/ Common Base Station Services
- Wide area/local paging services
- Equipment and maintenance service
For more details on any of our products and services, or to place an order immediately, please contact our Customer Service Team on 01202 705030.
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 PHONES 4 BUSINESS LIMITED, 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 01202 705030. We may carry out a credit check as part of our assessment procedures.
Where applicable the minimum contract term for our services will be 12 months. We aim to provide services within three 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, we will inform you of the revised timescales as soon as we can.
If you decide to cancel your order or agreement before we have provided the services, you may do so without charge within ten working days of your order being placed. For cancellations after ten working days we will charge you an administration fee as set out in your contract. If you wish to terminate your contract within the minimum term of 12 months, please email our Customer Service Helpdesk at email@example.com. We will charge you a fee as set out in your contract. After the minimum term you can cancel any service by emailing our Customer Service Helpdesk at firstname.lastname@example.org, giving us 3 months’ notice.
Faults and Repairs
Please call our Fault Service Team on 01202 705030 if you experience a fault with any of our services.
For SMEs if required we will discuss operational service levels for the following on a case by case basis:
activation of a new service
restoration following loss of service
keeping a pre-agreed engineer appointment
Compensation and Refund Policy
We do not offer automatic compensation payments in cases where the service level targets are not met and will assess any claim for compensation on a case by case basis. Any payment made will be on a purely discretionary basis.
We do not feel that fixed level compensation payments are appropriate for business customers, who we advise to seek other ways, such as insurance, to protect themselves against the impact of any loss of service.
Our pricing structure is available from our Customer Service Team on 01202 705030.
We will bill you monthly or on a per instance basis.
You can choose to pay us via a range of options including cheque and direct debit. These are agreed at the start of your contract. If you wish to change your method of payment at any time, please call our Customer Service Team.
We provide itemised bills as part of our service to you on request for a fee of £4.95 + VAT per month.
If you have difficulty paying your bill, please contact us on 01202 705030 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. In any event, you will be given 48 hours’ notice of any decision to disconnect your services.
Moving Home or Office
Please call our Customer Service Team on 01202 705030 no later than 36 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.
Phones 4 Business recognise 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 01202 705030.
You are entitled to a Directory Entry 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 01202 705030.
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.
Our Code of Practice on Complaint Handling and Dispute Resolution explains how customers can complain. The code also provides information on how we deal with complaints and your right to take unresolved complaints to Alternative Dispute Resolution. You can find a copy of our Complaints Code here (www.phones4business.com). Alternatively, copies are available free of charge and on request from our Customer Service Team on 01202 705030.
Services for People with Special Needs
We are committed to helping all our customers to communicate easily. We offer the following additional services on request for customers who are older or who may have a disability:
- Priority access to the Customer Service Team
- Priority fault repair and assistance
- Third party bill management
- Copies of bills, contracts and this Code in accessible format
We comply fully with our obligations under the Data Protection Act 2018.