Code of Practice Regarding Complaint Handling and Dispute Resolution

 

Anglian Communications is a trading name of K Hart a provider of communication services, supplying hosting, Internet and telecommunication solutions for residential and business customers across East Anglian. Our systems have been designed to ensure we have the most flexible path to delivering the solutions our customers require.

 

The purpose of this code of practice

 

This guide has been developed to help you to understand the relationship you have as a customer of Anglian Communications. It will enable you to:

 

• Access summary details of our services
• Understand what you can expect from Anglian Communications after you have made a purchase or registered for a service
• Contact details for alternative complaint bodies
• Find out how to contact us

Standard Terms and Condition

 

All our services are delivered inline with the Anglian Communications standard terms and conditions available here. These are subject to change inline with wholesale conditions and regulatory frameworks i.e. OFCOM.

 

How to contact Anglian Communications

 

Phone: 01493 266266

Website: www.angliancommunications.co.uk

Email: mail@angliancommunications.co.uk

We are open Monday to Friday from 09.00 to 17:00. We are closed on weekends and bank holidays.

Our Accounts department is open Monday to Friday from 09.00 to 17:30. We are closed on weekends and bank holidays. Calls are charged at local rate.

 

Account Cancellations

To cancel your account please either call or email quoting your company name. We will require all cancellation requests to be submitted as a written request in the form of an email or if you cannot access the Internet send the same details in a letter to our main office address shown.

 

Phone: 01493 266266

Email: mail@angliancommunications.co.uk

 

Address:

2 Portal Avenue
Rudloe
Corsham
Wiltshire
SN13 0LQ

 

Many of our services have a minimum contract period, we would be happy to discuss your requirements. A summary of our services are:

• ADSL Broadband
• Fibre to the Cabinet (FTTC) Broadband
• Fibre to the Premises (FTTP) Broadband
• 4G Broadband

 

Some services take a little time to cancel, as they require us to work with special industry processes (such as ADSL). When you cancel your service, we aim to advise you of the time period from us receiving your cancellation request to the time at which the service is withdrawn. During this period, you remain liable for the costs of any services we provide.

 

Disconnections and cancellation of services

 

We reserve the right to suspend or cancel your service within the contracted timescales – for example, if you do not pay your bill.

 

Complaints

 

If you would like to register a complaint, here are a number of different ways you can contact us:

 

By Email: You can e-mail us your complaint via mail@angliancommunications.co.uk

 

By Phone: You can contact the team directly on 01493 266266 from 09:00 to 17:00. We are closed on weekends and bank holidays.

 

By Letter: If you prefer to put the complaint in writing, you can send it to the following address:

2 Portal Avenue
Rudloe
Corsham
Wiltshire
SN13 0LQ

 

What happens once we receive your complaint?

 

We will acknowledge all complaints by e-mail or letter within 72 working hours of receiving your complaint.

 

Dispute resolution

 

If we are unable to resolve your complaint satisfactorily, we will issue a ”deadlock” letter so that you may make a complaint through Ombudsman Services (https://www.ombudsman-services.org), an independent alternative dispute resolution scheme. We can provide you with details of this service.  Alternatively, if more than three months has passed since you first made your complaint, please contact the ADR scheme directly.

 

Ombudsman Services,

3300 Daresbury Park,

Warrington,

Cheshire,

WA4 4HS

 

Phone: 0330 440 1614

Email: osenquiries@os-communications.org

Website: www.ombudsman-services.org

 

Order processing

 

All services can be ordered by calling  our team on 01493 266266. The time it takes to setup can vary depending on the service purchased. We will aim to confirm all new orders by email within 24 hours during normal office hours (Monday – Friday 9am to 5pm).

 

Pricing

 

Prices for our products and services are bespoke to customer with package prices shown on pre-contract paperwork. Out of bundle call charges are shown here: https://angliancommunications.co.uk/contract/call_costs.html

 

Billing

 

We currently accept the following payment methods:

 

• Direct Debit through our payment partner “GoCardless”

 

• BACS

 

Fault Repair

 

Faults can be reported around the clock via email at mail@angliancommunications.co.uk . To report a fault to one of our team directly please call 01493 266266 during office hours.  However unless otherwise stated in your service agreement, engineers only attend to faults in normal working hours (Monday – Friday 9am to 5pm, excluding bank holidays).

Faults can occur on our equipment, or another operator’s network, as well as your own equipment.

If the fault is reported during normal working hours, we will try to establish the location of the fault. We may request that you carry out some simple checks to help us establish the cause of the fault.

Repairing faults on our network is part of the maintenance cover we provide with our service. If the fault is not on our network then we may not be responsible for its repair.

We reserve the right to charge for any abortive work or visit arising from faults over which we have no control. Should an engineer need to visit your premises we will agree this with you.

 

Privacy

 

We take your privacy very seriously and we strictly follow the procedures laid down by the Data Protection Acts of 1984 and 1998 to protect all user information. No customer information will be intentionally used or distributed outside of Anglian Communications, and we have a strict policy of not selling customer details to outside marketing agencies.

 

Data Protection

 

We strictly follow the procedures laid down by the Data Protection Acts of 1984 and 1998 to protect all user information.

 

General philosophy

 

Anglian Communications offers advanced Internet communications for both the home and business user, whatever their needs. We have been training since January 2012.

Our product range in very broad terms consists of:

 

• VoIP Telecoms
• Broadband ADSL, FTTC and FTTP
• Mobile Broadband Services

 

Contacting related organisations

 

Office of Communications (Ofcom)
Ofcom Contact Centre
Riverside House
2a Southwark Bridge Road
London
SE1 9HA

Tel: 020 7981 3040
Email: contact@ofcom.org.uk
Website: www.ofcom.org.uk

 

Ombudsman Services,

3300 Daresbury Park,

Warrington,

Cheshire,

WA4 4HS

Phone: 0330 440 1614
Email: osenquiries@os-communications.org
Website: www.ombudsman-services.org