Customer Complaints Code of Practice
1. Pipex Homecall "Background
Pipex Homecall Limited is a company registered in England (Company number 4063120).
Pipex Homecall is part of the Tiscali group of companies. The Broadband and Voice Division of Pipex Communications Group were acquired by Tiscali U.K. Holdings in July 2007.
Although we have changed ownership, the current business remains unaffected and continues its focus on the provision of quality broadband and residential telephone services.
2. Purpose of this Code of Practice
At Pipex Homecall we pride ourselves on our standard of service, however despite our best endeavours we may occasionally get it wrong. If you're unhappy with the service you've received, please tell us and we will do all we can to resolve the matter quickly and satisfactorily. This code is to inform the customer of our internal complaints procedure and what further steps are available if you believe your complaint has not been dealt with satisfactorily.
3. Internal Complaints Procedure
Contact our Customer Care team by calling 0871 663 3300. We will always try to resolve the matter during your first telephone call but if we can't; we will give you an approximate timescale and return your call.
If you're not satisfied with the way we've handled your complaint, please ask to speak to the manager of the customer services team.
If you feel your complaint has not been resolved and you remain unhappy you can ask to speak to our Customer Relations Department who will review your case and provide you with a unique reference number to quote in all your contacts.
Although we would prefer to resolve your issue at the earliest opportunity you can also contact us by:
- Emailing us at care@pipex.net;
- Writing to us quoting your account number and a summary of the issues you have experienced at the following address:
Customer Relations
Pipex Homecall Ltd
Christie Fields
Derwent Avenue
Manchester
M21 7QS
4. Alternative Dispute Resolution Arrangements
We hope it won't come to this but if, after speaking to the Customer Relations Department, you are still unsatisfied with our response and we have written to you with our final position (known as 'deadlock') or we have not resolved your concerns within 12 weeks, you will be able to contact an independent arbitrator.
Pipex Homecall are members of Otelo, the Telecommunications Ombudsman scheme recognised by Ofcom. Otelo can review your complaint independently and their final decision will always be honoured by Pipex Homecall.
The service provided by Otelo is free and is a straightforward and fast alternative to legal action. The Ombudsman will encourage you to use our complaints resolution process and may refer you back to Pipex Homecall if they feel that all avenues have not been explored.
In the event of us writing to you with a 'deadlock', you must decide within 6 months if you wish to refer the issue to Otelo.
Otelo will investigate complaints that we cannot resolve to your satisfaction "they will listen to both sides of the story and to the facts. They can be contacted at -
Otelo
Wilderspool Park
Greenall"s Avenue
Warrington
WA4 6HL
Tel: 0845 050 1614 Fax: 01925 430059
E-mail: enquiries@otelo.org.uk
Website: www.otelo.org.uk
If you would like further information on the role of the Ombudsman, please contact us directly or you can request a detailed leaflet from Otelo by contacting 01925 430877.
5. Complaints about this Code
If you believe we have failed to meet our commitments regarding our complaint handling activities, please contact
Lee Jones
Head of Legal
Pipex Communications
Christie Fields
Derwent Avenue
Christie Fields
Manchester M21 7QA
6. Disclaimer
Pipex Homecall takes every care to ensure that the content of this document is correct at the date of publication, but accepts no liability for any error or omission therein. Pipex Homecall products and services are continually under development, and for this reason published information may sometimes not be fully up to date.
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