Customer Complaints Code of Practice

1. Pipex UK Limited "Background

Pipex UK Limited is a company registered in England (Company number 4063120).
Pipex UK Limited is part of the Tiscali group of companies. Tiscali U.K. Holdings acquired the Broadband and Voice Division of Pipex Communications Group in July 2007. TalkTalk Group acquired Tiscali in 2009, making TalkTalk Group the biggest provider of broadband to over 4 million UK homes.

2. Purpose of this Code of Practice

At Pipex UK Limited we pride ourselves on our standard of service, however despite our best endeavors 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. How to make a complaint

We are committed to providing the best communications service in the industry. Despite our best efforts, things can go wrong. When they do we want to hear from you so we can put them right as quickly as possible.

To make a complaint, please call us on 0871 663 3300 to speak to a customer service advisor, our website www.pipexuk.com has all the latest contact numbers and opening hours.

Please also refer to our website www.pipexuk.com/support/email-us.php where you can find helpful answers to common questions and also contact our support team via email.

Alternatively you can write to us at:

Customer Relations Department
Pipex UK
PO Box 14503
Birmingham
B46 9BU

We aim to resolve your complaint swiftly and to your satisfaction, preferably during your phone call. If this is not possible we will confirm the next course of action with you and give, where possible, clear timeframes. Understandably complaints can take longer to resolve and be more complex. We usually find our customer services advisors can resolve most problems. If however after speaking to our customer services team your complaint is not resolved to your satisfaction you may request to speak to a manager. They may be available to speak to you immediately or may call you back at a mutually convenient time.

If after contacting the manager, you feel we have not dealt with your complaint properly, please ask for your case to be reviewed by a more senior manager.

Alternatively you can put your complaint in writing at this stage to our Customer Liaison Manager at the following address.

Corina Conlon King
Customer Liaison Manager
Pipex UK
PO Box 15339
Birmingham
B46 9BZ

We will then finally review your complaint to reach a resolution. Where this cannot be achieved we will issue you with a 'deadlock' letter. If we send a 'deadlock' letter it means there is nothing more we can do to resolve your complaint.

4. Still Not Happy?

We want to try and resolve your complaint without the intervention of third parties. However if you are still not happy after following the process explained above, you can refer your complaint to the Telecommunications Ombudsman, Otelo.

Otelo

Otelo provides an independent service for dealing with consumers problems who are not satisfied with the final outcome of their complaints, this is called 'alternative dispute resolution' or (ADR). Otelo can investigate on receipt of your deadlock letter or if you complaint has been ongoing more than eight weeks.

If you want to complain to Otelo, you must do so within six months of receiving the 'deadlock' letter. If we haven't sent you a deadlock letter, you must contact Otelo within nine months of making your complaint to us. If you have not received a 'deadlock' letter you cannot seek ADR until your complaint has been ongoing for a minimum of eight weeks.

You can contact Otelo at:

Otelo
PO Box 730
Warrington
WA4 6WU
Telephone: 0845 050 1614 or 01925 430 049
Fax: 0845 050 1615 or 01925 430059
Textphone: 0845 0511 1513 or 01925 430886
E-mail: enquiries@otelo.org.uk
Web site: www.otelo.org.uk

5. Responsibility for complying with the code

Pipex UK is responsible for making sure all Pipex representatives comply with the code. Our Compliance Manager is accountable for ensuring that our agents and we observe the code, and is also responsible for handling complaints relevant to the code. You can contact our Compliance Manager in the following ways: Email: www.pipexuk.com/support/email-us.php
Address:
Director of Customer Operations
Pipex UK
PO Box 14503
Birmingham
B46 9BU

6. Further information

Office of Communications (Ofcom)
Ofcom Contact Centre
Riverside House
2a Southwark Bridge Road
London
SE1 9HA
Call: 020 7981 3040
Fax: 020 7981 3334
Email: contact@ofcom.org.uk
Website: www.ofcom.org.uk

Phonepay Plus
Fourth Floor
Clove Building
4 Maguire Street
London SE1 2NQ
Tel: 020 7940 7474
www.phonepayplus.org.uk