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Codes of Practice

Codes of Practice

Purpose of this Code of Practice

The Code informs you about our products, services, Terms & Conditions and customer care policies

Our commitment to you

Whilst we may not provide all the component parts of our services ourselves we will liaise with our suppliers to ensure that any problems with their services are resolved promptly.

We are committed to providing you with the highest quality of customer service. When we purchase our services from wholesale provider(s), 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.

Terms and Conditions

Details of the specific conditions relating to your contract will be set out in the documentation provided when you first subscribed to our services. Our general Terms & Conditions can be found here  Terms and Conditions

You should note that these terms and conditions are specific to the service being supplied and, for example, those for lines and calls may vary from those for data services. If you are unsure about which terms and conditions apply to your contract, please contact us on 01284 729869.

Telephone system and Ocean Cloud service levels can be found here Ocean Telecom Service Levels

Cancellation

In the unlikely event that you should wish to cancel the service we provide, you should write to us or email us at the address below telling us what you wish to cancel and when you wish it to be effective. There may be a charge for early termination of your contract and this will be explained to you. Early termination charges are also set down in your Terms and Conditions documentation.

Price and Tariffs

Because there are so many different rates that depend upon usage volumes and other separately negotiated criteria, and the changes in tariffs are being updated constantly, it is not possible to publish a standard set of rates that would apply to all customers.

Faults and Repairs

If you experience a fault with any of our services please call our Support Team on 01284 729869, option 2. Details of our fault handling procedure can be found here fault Handling

Billing

Bills are usually sent on a monthly basis, but we may send you a bill at any time. Terms of payment will be detailed in our terms and conditions. Payment will be collected either by direct debit, cheque or BACS. If you wish to change your method of payment at any time, please contact our Accounts Department on 01284 729869, option 5.

If you have difficulty paying your bill, please contact our Accounts Department 01284 729869, option 5, 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.

Introduction

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. When they do, we want to know so that we can put them right as soon as possible.

This code of practice explains how to contact us and our procedures for resolving complaints about sales, billing, fault repair or services. The Code forms part of our Code of Practice.

If you have a Complaint

Please telephone our team or your Account Manager on 01284 729869. Our advisors will ask you about your complaint and seek to resolve the problem while you are on the line. If this is impossible, we will agree a course of action with you.

You may also send your complaint in writing to us at the address shown below.

Or via an e-mail enquiry to [email protected]

During any discussions we will protect the privacy of the information that we hold on you. We may have to ask questions to confirm that we are speaking to the right person.

Taking your Complaint further

If your complaint is not resolved to your satisfaction after this procedure, you can escalate the complaint to our Customer Relations Manager, and then ultimately a Company Director.

Ocean Telecom Limited 10 Woodside Business Park Thetford Road Ingham Suffolk IP31 1NR

01284 729869 [email protected]

Regulated Organisation

CITIZENS ADVICE Myddleton House 115-123 Pentonville Road London NI 9LE Tel: 020 7833 2181 www.citizensadvice.org.uk