SMYE-RUMSBY LTD CODE OF PRACTICE
INCLUDING OUR BASIC CODE OF PRACTICE
Part 1 – SMYE-RUMSBY LTD Basic Code of Practice on for Domestic and Small Business Customer
Introduction to our company and services
Smye-Rumsby Ltd is a Private Limited Company that delivers communications services to domestic and 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 at www.smye-rumsby.co.uk. Additional copies are available on request and free of charge to any domestic and small business customer. It is also available in alternative formats – large print.
How to contact us
Please contact our Sales & Service Team
By Freephone: 0800 975 6444 (From 8.30am until 5pm Monday-Friday).
By email: firstname.lastname@example.org
By fax: 01304240135
By letter: SMYE-RUMSBY LTD, 123/125 Snargate Street, Dover, Kent UK CT17 9AP;
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
Public/private/business two-way radio mobile radio services/ Common Base Station 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 0800 975 6444
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 SMYE-RUMSBY 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 Sales & Service Team on 0800 975 6444. We may carry out a credit check as part of our assessment procedures.
There is no minimum contract term for our services. We aim to provide services within 10 working days of your original request, subject to the availability and installation of any equipment. 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 after your order is placed. After ten working days we may charge you an administration fee as set out in your contract. If you wish to terminate your contract please call our Sales & Customer Service Team on 0800 975 6444
Faults and repairs
Please call our Service Department on 0800 975 6444 .if you experience a fault with any of our services. We aim to have this investigated and repaired within 10 days
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 10 working days. Any refunds that are due will be credited to the next month’s invoice.
Our pricing structure is available from our Sales Team on 0800 975 6444 and via our website www.smye-rumsby.co.uk.
We will bill you monthly
You can choose to pay us via a range of options including credit card, cheque and BACS. These are agreed at the start of your contract. If you wish to change your method of payment at any time, please call our Accounts Department.
We provide itemised bills as part of our service to you per month.
If you have difficulty paying your bill, please contact us on 0800 975 6444 and we will try to arrange a different method of payment. We will do all we can to help our residential and small business customers to manage their bills and avoid disconnection
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 on our website at www.smye-rumsby.co.uk. Alternatively, copies are available free of charge and on request from our Sales & Service Team on 0800 975 6444
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, including:
Priority access to the Customer Service Team
Priority fault repair and assistance
Additional help and support if you have difficulty paying your bill
Copies of bills in large print for customers who have difficulty reading their bill
Copies of this Code are available in larger print and other formats on request
We comply fully with our obligations under the Data Protection Act 1998.
Your Chosen Approved Alternative Dispute Resolution Providers (delete as appropriate)
Otelo – PO Box 730, Warrington, Cheshire, WA4 6WU. Tel: 01925 430870 or 0845 050 1614
email: email@example.com Website: www.otelo.org.uk
Federation of Communication Services (FCS) – Burnhill Business Centre, Provident House, Burrell Row, Beckenham, Kent BR3 1AT. Tel: 020 8249 6363 email: firstname.lastname@example.org Website: www.fcs.org.uk
This code has been licensed by The Federation of Communication Services Limited 2011
Licence number 001542
Published February 2011. Correct at the time of printing. © The Federation of Communication Services Limited 2011