Sure Communications

Code of Practice on Customer Care

Introduction to our company and services

Sure Communications is an independent company delivering communications services to business customers of all sizes. While we may not provide all the component parts of our services ourselves we do take responsibility for the services delivered to you. So we will liaise with our suppliers to ensure that any problems with their services are resolved promptly.

Purpose of this Code of Practice
This Code informs you about our products, services, and customer care policies.

How to contact us
Please contact our Customer Service Team:

  • By phone: 0844 576 3222 From 9.00am until 5.30pm Monday-Friday (or +44 207 474 5555 if dialling from outside the UK)
  • By e-mail: support@surecommunications.net
  • By fax: 0844 576 3224
  • By letter: Sure Communications, The Custom House, King George V Lock, Woolwich Manor Way, London, E16 2NJ
  • Or via our website www.surecommunications.net

Our commitment to you
We are committed to giving you the highest quality of customer service. When we purchase our services from wholesale providers, 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.

Our products and services
We provide the following types of services to our customers:

  • Landlines via Wholesale Line Rental (WLR)
  • Calls over landlines including CPS (Carrier Pre-Selection)
  • Broadband and leased line internet access (ADSL, ADSL2+, Fibre broadband, Ethernet leased line)
  • IP Voice Services (hosted VoIP and SIP trunks)
  • Non Geographic Numbers (eg 0800 & 0845)
  • Data network solutions (MPLS / VPLS / Ethernet / leased line)

For more details on any of our products and services, or to place an order immediately, please contact our Customer Service Team on 0844 576 3222.

You may also purchase our services from local dealers around the UK. For more information, please contact the Customer Service Team or see our website www.surecommunications.net

Marketing
We work to the principles within the British Code of Advertising, Sales Promotion and Direct Marketing, which may be found on the website www.cap.org.uk

Terms and conditions
When you subscribe to a service from Sure Communications, we will send you our Standard Terms and Conditions and ask you to sign a contract, if applicable. If you have any questions, please phone our Customer Service Team on 0844 576 3223. We may carry out a credit check as part of our assessment procedures.

Unless otherwise agreed, the minimum contract term for our services is 24 months. We aim to provide most services within fourteen working days of your original request, subject to the availability and installation of any equipment and, where appropriate lines to your premises. If we need to carry out a survey of your premises or lay additional cabling we will advise you of the revised timescales as soon as we can. Please ensure that you understand Section 6 (Termination).

Cancellation
Should you wish to terminate your contract within the minimum term we will charge a fee as set out in your contract. After the minimum term you can cancel any service under the terms defined in the contract.

Faults and repairs
Please call our Fault Service Team on 0844 576 3223 if you experience a fault with any of our services.

Pricing
You will agree the pricing for the services when you sign our contract. We will give you notice of any increase in pricing (except where our Terms and Conditions cater for upward tariff changes without notice).

Billing
We will bill you monthly unless we have specifically agreed a different billing period.

You can choose to pay us via a range of options including credit card, cheque and direct debit. These are agreed at the start of your contract. If you wish to change your method of payment at any time, please call our Customer Service Team on 0844 576 3222.

We provide itemised bills as part of our service to you free of charge.

If you have difficulty paying your bill, please contact us on 0844 576 3222 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. Please refer to Sure Communications Terms and Conditions.

If you are moving office
Please call our Customer Service Team on 0844 576 3223 no later than 30 days before your move date. We will amend your account and billing requirements as necessary. We will endeavour to offer you the same telephone number to minimise disruption but please note that for geographic numbers this is not always possible.

Number porting
Sure Communications recognises that keeping your existing telephone numbers may be important to you. If you move your business to us and wish to keep the number that you have with your old provider, we will arrange it if you ask us. We will work with you to ensure that the services are switched over at a convenient and appropriate time. For more information, please call our Customer Service Team on 0844 576 3223.

Directory Entries
You are entitled to a Directory listing (including an entry in the phone book). If you do want your details included, please contact our customer service team on 0844 576 3223.

Complaints and Dispute Resolution Procedure
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. We take customer complaints very seriously and aim to resolve them quickly and efficiently.

If you have a complaint about any part of our service, please contact our Customer Service Team on 0844 576 3223. Our advisors will ask you about your complaint and seek to resolve the problem while you are on the line. During any discussions we will protect the privacy of the information that we hold on you. To do this we may have to ask you questions to confirm that we are speaking to the right person.

You may also send your complaint to us in writing at Sure Communications, The Custom House, King George V Lock, Woolwich Manor Way, London, E16 2NJ.

We will try to resolve your complaint quickly and efficiently, and to keep you informed at all times. If your complaint is not resolved to your satisfaction, you can take it further within our company, and ultimately to the Managing Director at the above address. If we cannot resolve the problem, we will write to you to say so.

If you remain unhappy and wish to pursue your complaint further, if your complaint has been outstanding for more than 8 weeks or you have received a letter from us saying that your complaint has reached “deadlock”, then you may ask for help from Ombudsman Services: Communications PO Box 730 Warrington, Cheshire, WA4 6WU – Tel: 01925 430049 – email: enquiries@os-communications.org – Website: http://www.ombudsman-services.org/communications.html

Ombudsman Services: Communications is an independent organisation which is approved by Ofcom to provide an alternative dispute resolution (ADR) service. Ofcom-approved ADR services sort out disputes between communications providers and their consumer and small business customers. Their job is to investigate complaints fairly by listening to both sides of the story. They look at the facts given to them before recommending any action that may be needed to put things right.

Nuisance calls
We take the problem of nuisance calls and malicious communications very seriously. We tackle it by working closely with the police and others in the communications industry. If you have been a victim of this activity, please call the Customer Service Team on 0844 576 3223 to report the incident and for information on how to deal with it.

Data protection
We comply fully with our obligations under the Data Protection Act 1998

Ofcom Regulations
Sure Communications and all other UK communications providers are regulated under Ofcom’s General Conditions of Entitlement. These regulations apply to anyone who provides an electronic communication service or an electronic communications network.

More specifically, General Condition 24 regulates how communications providers are able to market and sell fixed-line telephony services to customers. Full details of General Condition 24 are available by clicking here.

General Condition 23 regulates how communications providers are able to market and sell mobile telephony services to customers. Full details of General Condition 23 are available by clicking here (page 77).

Sure Communications Regulatory Compliance Policy
Sure Communications aim is to be compliant with all regulatory requirements for its industry. We consistently work towards fulfilling these requirements by training and monitoring our people, auditing and updating our policies and processes so they reflect new and existing regulations.