Hi-Velocity, Code of Practice
11. Complaints, what is the procedure?
Code of Practice Regarding Complaint Handling and Dispute Resolution for Domestic and Small Business Customers
Ofw 248
1: Introduction
Hi-Velocity provides Internet connectivity and hosting solutions to residential and business customers in the United Kingdom.
2: Contact details
You can contact Hi-Velocity via e-mail, telephone, post or facsimile.
Hi-Velocity Technical Support:
0870 770 6919
support@hi-velocity.net
Hi-Velocity Accounts
0870 770 6919
accounts@hi-velocity.net
Hi-Velocity Sales
0870 770 6919
sales@hi-velocity.net
Hi-Velocity Customer Services
0870 770 6919
info@hi-velocity.net
Postal Address for all departments
Hi-Velocity
9 Ilderton Road
London
SE16 3JU
Web site: http://www.hi-velocity.net
3: Terms and conditions, including prices and tariffs
Our services
Hi-Velocity offer a wide range of internet and consultancy services to businesses and consumers. These include, but are not limited to ADSL, SDSL, Internet connectivity, Leased Lines, Hosting, Co-Location, Voice over IP, Internet Transit.
Access
You can order Hi-Velocity services online at http://www.hi-velocity.net , via email to sales@hi-velocity.net or over the phone by contacting a member of our sales team on 0870 770 6919. Please note: Our sales team work from 8:30am to 6pm Monday to Friday.
Pricing information
Standard tariffs (including special discounts and special and targeted tariff schemes) should either be included, or the customer should be advised of how to obtain them.
All standard pricing can be found at http://www.hi-velocity.net. For bespoke product pricing please call Hi-Velocity sales on 0870 770 6919.
Contract conditions
Including any relevant minimum contract period and how service can be cancelled.
All Hi-Velocity customers are required to sign our standard contract for the supply of the relevant product of service. Please note that if ordering online you will be required to agree to our standard terms of business in electronic format.
Hi-Velocity Terms and Conditions contain minimum contract periods and cancellation fees. We therefore advise potential customers to read our Terms and Conditions, Acceptable Use, Data Protection and Privacy policies carefully before signing, to avoid any confusion or dissatisfaction.
4: Customer service
Compensation or refund policy
Compensation will be offered to customers as per the Service level agreement offered with the relevant product ordered, a copy of which is available on request by emailing customerservice@hi-velocity.net
Complaint handling process
Describe in relation to public electronic communications services for domestic and small business customers.
If you should have cause to complain about our service, please in the first instance ask to speak to a member of the Hi-Velocity management team. In the event you remain dissatisfied with the solution or explanation offered we request you raise a formal complaint by writing to us, either by email to care@hi-velocity.net or by writing to:
Customer Care
Hi-Velocity
9 Ilderton Road
London
SE16 3JU
Alternative dispute resolution procedure
Details of alternative dispute resolution arrangements in relation to the provision of public electronic communications services to domestic and small business customers.
If we have not resolved your complaint to your satisfaction after 12 weeks or if you have received a letter from us saying that your complaint has reached "deadlock", you may make a complaint through CISAS, an independent alternative dispute resolution scheme. We can provide you with details of this service.
5: How to obtain this Code of Practice
This Code of Practice is published on our Web site at http://www.hi-velocity.net. Additional copies are available on request and free of charge to any domestic and small business customer.
6: Contact details of related organisations
CISAS
CISAS
c/o Dispute Resolution Services
The Chartered Institute of Arbitrators
12 Bloomsbury Square
London
WC1A 2LP
Telephone 020 7421 7432
E-mail kkorubo@arbitrators.org or mekpenyong@arbitrators.org
Web site: http://www.arbitrators.org
7: Additional information
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/
11. Complaints, what is the procedure?
Code of Practice Regarding Complaint Handling and Dispute Resolution for Domestic and Small Business Customers
Ofw 248
1: Introduction
Hi-Velocity provides Internet connectivity and hosting solutions to residential and business customers in the United Kingdom.
2: Contact details
You can contact Hi-Velocity via e-mail, telephone, post or facsimile.
Hi-Velocity Technical Support:
0870 770 6919
support@hi-velocity.net
Hi-Velocity Accounts
0870 770 6919
accounts@hi-velocity.net
Hi-Velocity Sales
0870 770 6919
sales@hi-velocity.net
Hi-Velocity Customer Services
0870 770 6919
info@hi-velocity.net
Postal Address for all departments
Hi-Velocity
9 Ilderton Road
London
SE16 3JU
Web site: http://www.hi-velocity.net
3: Terms and conditions, including prices and tariffs
Our services
Hi-Velocity offer a wide range of internet and consultancy services to businesses and consumers. These include, but are not limited to ADSL, SDSL, Internet connectivity, Leased Lines, Hosting, Co-Location, Voice over IP, Internet Transit.
Access
You can order Hi-Velocity services online at http://www.hi-velocity.net , via email to sales@hi-velocity.net or over the phone by contacting a member of our sales team on 0870 770 6919. Please note: Our sales team work from 8:30am to 6pm Monday to Friday.
Pricing information
Standard tariffs (including special discounts and special and targeted tariff schemes) should either be included, or the customer should be advised of how to obtain them.
All standard pricing can be found at http://www.hi-velocity.net. For bespoke product pricing please call Hi-Velocity sales on 0870 770 6919.
Contract conditions
Including any relevant minimum contract period and how service can be cancelled.
All Hi-Velocity customers are required to sign our standard contract for the supply of the relevant product of service. Please note that if ordering online you will be required to agree to our standard terms of business in electronic format.
Hi-Velocity Terms and Conditions contain minimum contract periods and cancellation fees. We therefore advise potential customers to read our Terms and Conditions, Acceptable Use, Data Protection and Privacy policies carefully before signing, to avoid any confusion or dissatisfaction.
4: Customer service
Compensation or refund policy
Compensation will be offered to customers as per the Service level agreement offered with the relevant product ordered, a copy of which is available on request by emailing customerservice@hi-velocity.net
Complaint handling process
Describe in relation to public electronic communications services for domestic and small business customers.
If you should have cause to complain about our service, please in the first instance ask to speak to a member of the Hi-Velocity management team. In the event you remain dissatisfied with the solution or explanation offered we request you raise a formal complaint by writing to us, either by email to care@hi-velocity.net or by writing to:
Customer Care
Hi-Velocity
9 Ilderton Road
London
SE16 3JU
Alternative dispute resolution procedure
Details of alternative dispute resolution arrangements in relation to the provision of public electronic communications services to domestic and small business customers.
If we have not resolved your complaint to your satisfaction after 12 weeks or if you have received a letter from us saying that your complaint has reached "deadlock", you may make a complaint through CISAS, an independent alternative dispute resolution scheme. We can provide you with details of this service.
5: How to obtain this Code of Practice
This Code of Practice is published on our Web site at http://www.hi-velocity.net. Additional copies are available on request and free of charge to any domestic and small business customer.
6: Contact details of related organisations
CISAS
CISAS
c/o Dispute Resolution Services
The Chartered Institute of Arbitrators
12 Bloomsbury Square
London
WC1A 2LP
Telephone 020 7421 7432
E-mail kkorubo@arbitrators.org or mekpenyong@arbitrators.org
Web site: http://www.arbitrators.org
7: Additional information
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/