EQUITY COMPLAINTS POLICY.
Equity Networks Limited is an independent company that delivers managed technology services to 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. Therefore, we will liaise with our suppliers to ensure that any problems with their services are resolved promptly.
We make every effort to ensure that our customers are happy with the level of service, and the products and services 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 Service Delivery Team using one of the following options:
- By phone: 01753 668 668 from 8.30am until 5.30pm, Monday to Friday.
- By e-mail: email@example.com
- By letter: Equity Networks Limited, 11 Grove Park, White Waltham, Maidenhead, Berkshire, SL6 3LW
- Or via our website www.equitynetworks.co.uk
If you telephone, 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 questions to confirm that we are speaking to the right person.
If you make your complaint in writing or by email, we will acknowledge receipt, advise how and when we will next respond and provide you with a contact point for checking progress on the resolution of your complaint.
We will try to resolve your complaint quickly and efficiently, and to keep you informed at all times. We normally aim to resolve complaints within 10 working days but, depending on the nature of the complaint, this is not always possible. However, if you are not happy with the progress in resolving your complaint you can ask the person to whom you are speaking to escalate the matter to their manager, and ultimately to the Managing Director. If we cannot resolve the problem, we will write to you to say so.
If it has been more than 8 weeks from the date you first contacted us to complain or you have received a letter from us saying that your complaint has reached “deadlock”, then you may ask for help from the Communications & Internet Services Adjudication Scheme (CISAS):
The Communications & Internet Services Adjudication Scheme (CISAS): Centre for Effective Dispute Resolution 70 Fleet Street London EC4Y 1EU T: +44 (0)20 7520 3814 F: +44 (0)20 7536 6001 Email: firstname.lastname@example.org
CISAS is an independent organisation which is approved by Ofcom to provide an alternative dispute resolution (ADR) service. Ofcom-approved ADR services sort out disputes between communications providers and their consumer and small business customers. Their job is to investigate complaints fairly by listening to both sides of the story. They look at the facts given to them before recommending any action that may be needed to put things right.
Alternatively, if at any time you are not satisfied with the progress of your complaint you can ask us to agree an early referral to ADR (i.e. that we issue a deadlock letter). However, we may decline to do so if we do believe we will shortly resolve your complaint and are taking active steps to do so.
Please find here the general conditions of C7 Switching Document from OFCOM.
Table of Contents.
- OFCOM REQUIREMENT.
- OUR OBLIGATIONS.
- THIRD PARTIES.
- BUYING YOUR PHONE OR SIM.
- PROVISION OF THE SERVICE.
- KEEPING RECORDS.
- DUE DILIGENCE.
- MONITORING COMPLIANCE – USE OF INFORMATION.
- SALES INCENTIVES.
Ofcom says that we need to tell you about our obligations to you under Condition 8 on our website and give you a copy free of charge if you ask for one.
We are obliged to prevent mis-selling by making sure that the information we give to customers is accurate and not misleading.
We need to ask the customer if they would like this information in a Durable Medium, which means any medium that allows information to be personally addressed to the recipient, allows the recipient to store the information and allows the unchanged reproduction of the information to be stored, for example, paper or email.
If we work in partnership with another supplier or third party (which markets or sells our services to customers), we need to make sure that they are aware of Condition C8. And make sure that they
- Provide accurate information to our customers
- Ask customers if they want the information in a Durable Medium
- Keep records of Equity’s mobile sales and incentives for at least six months
We will monitor the Third Party to make sure that they are doing all this, and we will take action if they do not.
We need to make sure that before customers buy from us, they:
- Are authorised to change a contract if they are upgrading
- Intend to take out the contract
- Get clear and accurate information in a Durable Medium (e.g. key charges, payment terms, termination rights, start and end dates)
We need to make sure that customer can get the services they are taking out a contract for.
As the supplier we need to make sure that we create and keep sales records for at least six months and records of sales incentives for no less than ninety days and at least six months.
Records should include sale date, sales channel (online or over the phone) and place.
We must make sure that anyone who markets or sells our services to customers is aware of Condition C8 and is trained appropriately.
If we work in partnership with another supplier or third party, before we enter into a contract with them, we need to make sure that they are aware of Condition C8 and that we:
- Do a credit check on the supplier
- Check the supplier’s directors have no bankruptcies or disqualifications
- Keep these checks up to date
Any information we get from a supplier for compliance purposes will never be used for anything else, and we will not pass it to any other party that could gain a competitive advantage from it.
If one of our suppliers offers customers an incentive that they will get after the contract has started, we need to make sure that the T&Cs are not overly restrictive. The customer must be given the following information:
- The identity of the legal entity offering the incentive
- Our address, telephone, fax, email details
- A description of the actual sales incentive
- The terms and conditions of the sales incentive, including a detailed and clear explanation as to the process the customer must follow in order to get it
- If it is done over the phone, the customer should get a copy of this information in a Durable Medium
Federation of Communication Services (FCS)
Burnhill Business Centre
This code has been licensed by The Federation of Communication Services Limited 2016. Membership number 1715.