This Codes of Practice document outlines in two parts, our general Codes of Practice and our Codes of Practice on Complaint Handling and Dispute Resolution.
Introduction to our Company and Services
FIBREHOP is a trading style of TRIANGLE NETWORKS LTD, an independent company that delivers communications services to consumer 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.
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 www.fibrehop.com
Additional copies are available on request and free of charge to any consumer customer. It is also available in large print.
Please contact our Customer Service Team using one of the following:
By Phone: 01275 871122
Opening Hours 9am-5.30pm Monday-Friday
By Email: team@fibrehop.com
By Letter: Fibrehop, 7A Triangle Centre, Kenn Road, Clevedon BS21 6HX
Or via our website: www.fibrehop.com
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
Broadband services
For more details on any of our products and services, or to place an order immediately, please contact our Customer Service Team on 01275 871122.
You may also purchase our services from local dealers and retailers around the UK. For more information, please contact the Customer Service Team on 01275 871122 or see our website www.fibrehop.com
Marketing
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 FIBREHOP, 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 Customer Service Team on 01275 871122. We may carry out a credit check as part of our assessment procedures.
Where applicable the minimum contract term for our services will be 12 months. We aim to provide services within three working days of your original request, subject to the availability and installation of any equipment and, where appropriate, lines to your premises. 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.
Cancellation
If you decide to cancel your order or agreement before we have provided the services, you may do so without charge within fourteen days of your order being placed. For cancellations after fourteen days, we will charge you an administration fee as set out in your contract. If you wish to terminate your contract within the minimum term of 12 months, please email us at team@fibrehop.com. We will charge you a fee as set out in your contract. After the minimum term you can cancel any service by calling our Customer Service Helpdesk on 01275 871122, giving us 1 months’ notice.
Faults and Repairs
Please call our Fault Service Team on 01275 871122 if you experience a fault with any of our services.
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 4 working days. Any refunds that are due will be credited to the next month’s invoice.
Price Lists
Our pricing structure is available from our Customer Service Team on 01275 871122. We will write to you in advance if we change the pricing structure on your products and services.
Billing
We will bill you monthly, quarterly or annually depending on the service provided. You can choose to pay us via a range of options including credit card, cheque and direct debit. These are agreed at the start of your contract. If you wish to change your method of payment at any time, please call our Customer Service Team.
We provide itemised bills as part of our service to you
If you have difficulty paying your bill, please contact us on 01275 871122 and we will try to arrange a different method of payment. We will do all we can to help our customers to manage their bills and avoid disconnection. In any event, you will be given 48 hours’ notice of any decision to disconnect your services.
Complaints
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 below 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. Copies are available free of charge and on request from our Customer Service Team on 01275 871122.
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:
• Priority access to the Customer Service Team
• Additional help and support if you have difficulty paying your bill
Copies of this Code are available in larger print and other formats on request.
Data Protection
We comply fully with our obligations under the Data Protection Act 1998.
FIBREHOP is a trading style of TRIANGLE NETWORKS LTD, an independent company that delivers communications services to business and consumer customers. While we may not provide all the component parts of our services ourselves, we do take responsibility for the services delivered to you.
As such, in the event of an issue 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 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. If you have a complaint about any part of our service, please contact our Customer Service Team using one of the following: By Phone: 01275 871122 By Email: team@fibrehop.com, By Letter: 7A Triangle Centre, Kenn Road, Clevedon BS21 6HX.
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 by email or in writing, 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 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 Ombudsman Services (see details below): Ombudsman Services – Communications 3300 Daresbury Park, Halton, Cheshire, WA4 4HS T: 0330 440 1614 E: enquiries@os-communications.org W: www.ombudsman-services.org Ombudsman Services 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.
The Ombudsman Services
3300 Daresbury Park, Halton, Cheshire, WA4 4HS
T: 0330 440 1614
E: enquiries@os-communications.org
W: www.ombudsman-services.org
Ofcom
Riverside House, 2a Southwark Bridge Road, London, SE1 9HA
T: 020 7981 3040 or 0300 123 3333
E: contact@ofcom.org.uk
W: www.ofcom.org.uk
Telephone Preference Service
DMA House, 70 Margaret Street, London W1W 8SS
T: 0845 070 0707
W: www.tpsonline.org.uk
Federation of Communication Services (FCS)
Provident House, Burrell Row, Beckenham, Kent BR3 1AT
T: 020 7186 5432
E: fcs@fcs.org.uk
W: www.fcs.org.uk
