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Code of Practice Regarding Complaint Handling and Dispute Resolution

for Domestic and Small Business Customers

 

1. THE PURPOSE OF THE CODE

This Code of Practice covers the business activities of ECS Telecoms.
The purpose of this Code is to provide our customers with a clear understanding of the policies, products, services and support services that we offer. The products and services we offer are subject to availability and may be changed from time to time - please refer to our website at www.ecstelecoms.co.uk for details, or contact us directly on the number listed below.
This Code also explains how our customers may contact us and certain other independent organisations in the communications industry.

ABOUT OUR COMPANY

E C S Telecoms is the trading name of Effective Communication Solutions Ltd, which was formed in 1997 with the aim of providing an independent, flexible, friendly and professional alternative to BT.

ECS Telecoms provide a comprehensive range of competitively priced and high quality telecommunications services, targeted specifically at the UK business sector.
Any company large or small can benefit from the services of ECS Telecoms.
As a Company we lean strongly towards providing excellence in customer service as well as high quality services with competitive and transparent pricing.

We have produced this Code as part of our obligations as a Communications service Provider under the Communications Act 2003. Our Code has been submitted for approval to the UK communications regulator, Ofcom. We shall review the contents of this Code at least once a year to ensure it is up to date.

2. OUR CONTACT DETAILS

Our main telephone number is 03450515030
Our Fax number is 08450515040
You can email us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it
You can write to us at our office address at:

ECS Telecoms
43 Bradford Road
Tingley
Wakefield
WF3 1RG


3. OUR SERVICES

We are fixed line telephony switchless resellers, and mobile service providers. We provide telephony services exclusively to the UK business sector.

Services available from ECS Telecoms include:
• Carrier Pre Select
• Indirect Access
• Line Rental (we directly bill and service end customers for their ‘Lines’. E.g. Analogue & ISDN access
• Telephone System Maintenance Contracts and services
• Number Translation Services i.e. Freephone 0800, 0845, 0870 etc including services and associated routing plans
• Premium Rate Services
• VoIP (IP Centrex)
• Directory Enquiries
• Internet connectivity – ADSL broadband
• Mobile services: (Voice and Data)
• Telephone Preference Service (Outbound calls automatically screened to comply with the TPS Regulations

Customers wishing to order any of the services offered by ECS Telecoms should initially contact us via telephone, email or in writing.
The duration of the contract for specific products and services is set out in our general terms and conditions which will be given to you on request or before any contractual commitment is made. We reserve the right to disconnect any of our services and cease to supply products if you breach our terms and conditions. You are entitled to cancel or terminate any contract with us provided you follow the cancellation and termination procedures identified in our contract terms and conditions.
We will be pleased to explain our products and services and our terms and conditions to you before you decide to commit to any contract with us.

The terms and conditions of supply of the products and services we offer can be found in our terms and conditions which are available here

PRICING AND BILLING

Up to date and detailed pricing information is available upon request and we aim to ensure you understand and are fully aware of the price of our products and services before entering into any contractual agreement with us. Our standard billing terms vary depending upon the products or services supplied but we shall advise you of our payment terms before you sign a contract with us. If you do not pay any amount due or if you are late in making payment then we reserve the right to charge interest on any overdue amount until the outstanding amount is settled in full. We also reserve the right to suspend or terminate service if you do not make any payment when due.
We provide itemised invoices which clearly show the charges for using our services and unless requested otherwise, all services and charges appear on one fully itemised monthly invoice. Payment is by direct debit. We reserve the right to ask you for a deposit as part of the initial ordering process or if you default on any payment due to us.

If you have any queries about our pricing or billing arrangements you can contact us by telephone, email or post:
Our main telephone number is 03450515030
Our Fax number is 08450515040
You can email us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it or visit our website at http://www.ecstelecoms.co.uk

You can write to us at our office address at:

ECS Telecoms
43 Bradford Road
Tingley
Wakefield
WF3 1RG


4. CUSTOMER SERVICE

If you have any questions relating to our products and services please contact us by any of the following methods.

Our main telephone number is 03450515030
Our Fax number is 08450515040
You can email us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it
You can write to us at our office address at:

ECS Telecoms
43 Bradford Road
Tingley
Wakefield
WF3 1RG
 

REFUND POLICY

Our policy is to refund any charges erroneously invoiced to customers. This covers call charges and line rentals and is based on a principle of full refund of the overcharge.

COMPLAINTS AND DISPUTE RESOLUTION

We are committed to addressing any complaints as fairly as possible and within a reasonable time. If you should have cause to complain about our service, please contact us by any of the methods set out in paragraph 2 and we will do our utmost to resolve the situation as quickly as possible.
We are registered with the Office of the Telecommunications Ombudsman (“Otelo”), which is an independent body that has been approved by the communications regulator, Ofcom, to handle disputes between communication companies and their small business customers.
If we have not resolved your complaint to your satisfaction after 12 weeks or if you have received a letter from us saying that your complaint has reached “deadlock”, you may make a complaint through Otelo, an independent alternative dispute resolution scheme.

Ombudsman Services - Communications
PO Box 730
Warrington
WA4 6WU
Telephone 03304401614
Web site: http://www.ombudsman-services.org/communications.html

5. HOW TO OBTAIN THIS CODE OF PRACTICE


This Code of Practice is published on here Additional copies are available on request and free of charge to any business customer. It is also available in large print.

6. CONTACT DETAILS OF RELATED ORGANISATIONS

Ombudsman Services - Communications 
PO Box 730
Warrington
WA4 6WU
Telephone 03304401614 
Web site: http://www.ombudsman-services.org/communications.html 

Ofcom
Ofcom Contact Centre
Riverside House
2a Southwark Bridge Road
London
SE1 9HA
Tel: 0845 456 3000 or 020 7981 3040
Email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it
Web site: www.ofcom.org.uk

Telephone Preference Service (TPS)
DMA House
70 Margaret Street
London
W1W 8SS
Email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it
Web: www.tpsonline.org.uk
Tel: 020 7291 3320
Fax: 020 7323 4226

ECS Telecoms Consumer Code of Practice: V1_22.03.07