Code of Practice Regarding Complaint Handling and Dispute Resolution

Introduction
ICUK Computing Services Limited (ICUK) is a provider of communication services, supplying hosting, Internet and telecommunication solutions for residential and business customers across the UK. All our systems have been designed and developed in-house 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 ICUK. It will enable you to:              

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

This Code has been approved by Ofcom for the purposes of section 52 of the Communications Act 2003. The Guidelines for producing codes of practice are on Ofcom’s Web site at http://www.ofcom.org.uk/telecoms/ioi/g_a_regime/gce/ccodes/ccodes.pdf

How to contact ICUK Computing Services Limited

Our Customer Services department is open Monday to Friday from 9.00am to 6.00pm. We are also open on Saturday mornings from 9am to 12pm. We are closed on Sunday’s and bank holidays. Calls are charged at local rate.

Our Accounts department is open Monday to Friday from 9.00am to 6.00pm. We are also open on Saturday mornings from 9am to 12pm. We are closed on Sunday’s and bank holidays. Calls are charged at local rate.

Account Cancellations
To cancel your account please either call or email quoting your account username. 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: 0870 11 66 175
Email: solutions@icukhosting.co.uk

240a Pampisford Road
Croydon
Surrey
CR2 6DB

Most of ICUK’s services do not have a minimum contract period but for those that do, we would be happy to discuss your requirements. A summary of our service contract periods are:

• Shared Hosting: Anytime
• Dedicated Servers: Anytime
• Reseller Hosting: Anytime
• ADSL Reseller: Anytime
• ADSL Internet: 1 Month
• SDSL Internet: 12 Month

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 solutions@icukhosting.co.uk.

By Phone:
You can contact the Customer Care team directly on 0845 00 99 175 from 9.00am to 6.00pm. We are also open on Saturday mornings from 9am to 12pm. We are closed on Sunday’s and bank holidays.

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

ICUK Computing Services Limited
240a Pampisford Road
Croydon
Surrey
CR2 6DB

By Fax:
If you wish to send us your letter of complaint by fax, you may fax us on 0870 116 2001. Calls are charged at national rate.

What happens once we receive your complaint? 
We will acknowledge all complaints received by letter, fax or e-mail within 24 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 Otelo, 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.

Otelo
PO Box 730
Warrington
WA4 6WU

Phone: 0845 050 1614 or 01925 430 049
Email: enquiries@otelo.org.uk
Website: www.otelo.org.uk

Order processing
All services can be ordered online via our website, or simply by calling our customer services team on 0845 00 99 175. The time it takes to setup can vary depending on the service purchased. We will aim to confirm all new orders by email within 4 hours during normal office hours (Monday – Friday 9am to 6pm, and Saturday 9am – 12pm).

Pricing
Up-to-date prices for our products and services are always available on our website (www.icukhosting.co.uk) or by calling our customer services team on 0845 00 99 175.

Billing
We currently accept the following payment methods:

• Credit / Debit Card (Preferred)
• BACS
• Cheque

Fault Repair
Faults can be reported around the clock via email at solutions@icukhosting.co.uk To report a fault to one of our representatives please call 0870 11 66 175 during office hours.  However unless otherwise stated in your service agreement, engineers only attend to faults in normal working hours (Monday – Friday 9am to 6pm, and Saturday 9am – 12pm, excluding bank holidays). Faults can occur on the ICUK Network, 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. If the fault is on the BT network (in the case of ADSL and SDSL Broadband) then you may need to report this fault to BT directly. To report a BT fault call one of the following numbers.

BT Residential customers call 0800 800 151
BT Business customers call 0800 800 154

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. Our Privacy Policy sets out the personal information we collect about you and describes how we may use that information. No customer information will be intentionally used or distributed outside of ICUK Computing Services Limited, and we have a strict policy of not selling customer details to outside marketing agencies without your permission to do so. Our privacy policy also contains details of how you can opt in and out of receiving our marketing information.
  
Access to our code of practice
Customers can access this code of practice from our website (www.icukhosting.co.uk/code_of_practice.asp) or by requesting a copy to be posted or emailed to them.

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
ICUK is a private limited company offering advanced Internet communications for both the home and business user, whatever their needs. The company is without external investors, financial borrowing and being profitable the company is stable and has been since its formation in November 2000.

Our product range in very broad terms consists of:

• Shared, Reseller (white-label) and Dedicated Hosting
• Dial-up 0845 Internet Access
• Broadband ADSL & SDSL
• Telecom Services (see our sister companies www.redtelecom.co.uk and www.citrusred.es)
• Advanced Web Development

Customers of ICUK can take advantage of our world class technical support with emails answered in minutes and telephone calls answered in seconds. Through the automation of a control panel, a large number of customers can configure their packages at any time or day or night, anywhere in the world, without the need to 'submit requests' for an operations engineer to action the request for them, allowing us to concentrate on improving the service further and focusing on new projects.

We value your feedback
This Code has been approved by Ofcom for the purposes of section 52 of the Communications Act 2003. The Guidelines for producing codes of practice are on Ofcom’s Web site at http://www.ofcom.org.uk/telecoms/ioi/g_a_regime/gce/ccodes/ccodes.pdf

The code will be regularly reviewed in line with Ofcom's requirements. We value all feedback from our services to this code of practice. Please email you comments to solutions@icukhosting.co.uk.

Contacting related organisations

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

Tel: 020 7981 3040
Fax: 020 7981 3334
Email: contact@ofcom.org.uk
Website: www.ofcom.org.uk

Office of the Telecommunications Ombudsman (OTELO)
Wilderspool Park
Greenall’s Avenue
Warrington
WA4 6HL

Tel: 0845 050 1614
Fax: 01925 430059
Email: enquiries@otelo.org.uk
Website: www.otelo.org.uk