Code of conduct
About this code
This Code of Conduct has been written in response to the General Condition of Entitlement (GC) 14.2 and GC 14.4 (Codes of Practice and Dispute Resolution) as set out in sections 52 to 55 of the Communications Act 2003.
Complaint Handling Process
The Circle Cloud Communications Complaint Handling Process ensures that any complaints are rigorously examined and their validity established. Corrective actions can then be assigned as necessary to prevent similar instances from occurring and to provide a better service to the client.
The complaints procedure applies to any activities that are suggested by a customer to be of an unsatisfactory standard. Any complaint received from a customer concerning any actions taken by Circle Cloud Communications shall be entered into our database and, if it cannot be resolved at a departmental level, will be escalated referred to a member of our Customer Services Team.
The Customer Services Team member will discuss the complaint with the customer and liaise with the head of the department concerned and fully investigate the claims made. Activity on the account may be suspended pending investigation and response to the complaint. The Customer Service Team member and the head of the department concerned will investigate and implement corrective actions as required.
The management of complaints is monitored to ensure all cases are handled within a suitable time period and that a satisfactory resolution with the client is reached. All actions taken in an investigation and resolving customer complaints are recorded on the customer database. All correspondence is stored on file.
In the event that a customer is dissatisfied with the outcome, the complaint will be escalated to the Director of Customer Services who will seek further to resolve any remaining issues. In the event that we are unable to resolve a complaint to our mutual satisfaction, we actively refer the complaint to Ombudsman Services.
Analysis of the complaints can identify if subsequent complaints relate to areas that should have been addressed by previous corrective actions. Instances where complaints still arise after corrective action has been implemented are reported to the Board of Directors.
Alternative Dispute Resolution (ADR) Procedure
If the complainant remains dissatisfied with our response we will encourage the complainant to contact the telecommunications dispute resolution organisation, Ombudsman Services, for an independent assessment and assistance with obtaining a satisfactory resolution of the matter.
Contact details for Ombudsman Services are as follows.
Communications, The Brew House, Wilderspool Park, Greenall’s Avenue, Warrington, WA4 6HL
Compensations or Refunds
Where it is apparent that we have overcharged a customer in error we will issue an immediate refund upon customer request. The full extent of our liability for direct or indirect costs, loss of profit or goodwill is clearly set out in the contract documentation which is signed by every customer at the point of sale. Customers should refer to their Order Form terms and conditions for further details.
In the event of a billing error, we will immediately investigate upon notification by our customer and if appropriate, will rectify the error on the next invoice. Full itemisation of call charges is available at an additional cost.
Maintenance contract charges are invoiced monthly following the free maintenance period stated in the Service Agreement.
Other invoices are dispatched as and when other services are provided. Except by prior arrangement, these are payable upon completion of the work to which the charges relate. We endeavour to ensure that invoices provide a clear explanation of the nature of the charges and due date.
We aim to ensure that the terms and conditions under which we trade are clearly communicated to our customers at the point of sale. We always provide customers with a copy of all contractual documentation that they have signed at the time of sale.
We maintain a database of customer information. We comply with all aspects of the Data Protection Act 1998. Customers may request a copy of the information that we hold about their business.
Circle Cloud Communications often acts as an introducer to financial intermediaries in order to assist with their telephone equipment purchases. We are committed to ensuring that the companies with whom we work with fully comply with the provisions of the Consumer Credit Act 1974.
Communication with Customers
We value regular communication with our customers and wish to receive feedback about the quality of our service as well as suggestions as to how we can improve our service or offer alternative products and services that our customers would value.
We are happy to receive feedback by telephone call, letter or via e‐mail. Appropriate contact details can be found on the “Contact” page of our website at www.circle-cloud.com/contact.
Rather than sit back and wait for our customers to contact us, we pro-actively seek to speak to our customers. We have a dedicated customer service team who regularly contact all of our customers to ensure that they are happy with the services that they are receiving and to see if there are any matters which they would wish to bring to our attention. We believe that this pro‐activity ensures that we have an improved understanding of our customers’ requirements and can constantly work to ensure that we are providing the service that they need.
When contacting new customers, Circle Cloud Communications is committed to fully complying with the TPS scheme, which allows companies and individuals to opt out of receiving unsolicited telephone calls. All telephone calls both inbound and outbound are recorded for quality monitoring and staff training.
Circle Cloud Communications strives to be compliant with all regulatory requirements for its industry. By training and monitoring our people, auditing and updating our policies and processes so that they reflect current regulations, we consistently ensure we are fully compliant.
Circle Cloud Communications Ltd
Circle Cloud Communications Ltd, 32 Queens Terrace, Southampton, SO14 3BQ