Any email dispatched by Flextel Ltd may contain information which is confidential or privileged. If you are not the intended recipient, please advise the sender immediately by reply e-mail and delete this message and any attachments without retaining a copy. Service emails are an essential part of our service operation.
You may unsubscribe from email notifications at anytime by replying with 'unsubscribe' in the subject line without removing the original email thread. You should note that such an action will lead to termination of your service as set out in our Terms and Conditions.
Flextel: Ofcom Approved Code of Practice for Complaint Handling
This Code of Practice has been approved by Ofcom
Flextel Limited was formed in 1992 by a team of management professionals, some of whom helped found and launch the Vodafone service. Flextel is UK owned and operated. It provides high quality call management solutions, utilising intelligent phone numbers. This Calling Party Pays service offers real-time call control, from a simple web interface, together with an extensive range of powerful, value added features. Flextel's solutions typically provide small businesses with corporate level communication capabilities, at zero cost. Flextel maintains an ethically led business policy, providing maximum benefit and quality to its Customers, at minimal cost to their callers. Flextel is a National Telecoms Carrier with full BT Interconnect.
Plus all the properties it holds worldwide, including its Internet domains.
Flextel Ltd is committed to protecting your privacy and will only use the information that we collect from you lawfully (in accordance with the Data Protection Act 1998). Flextel also operates an Ofcom-approved Code of Practice.
When you purchase any of our products or services we need to know your name, postal address, email address and telephone number. This may used for credit checking, as set out below and also for anti-fraud investigations with the appropriate regulatory authorities, as set out in our Terms and Conditions.
We may also use aggregate information and statistics for the purposes of monitoring website usage in order to help us develop the website and our products and services and may provide such aggregate information to third parties. These statistics will not include information that can be used to identify any individual.
Despite the global nature of the Internet infrastructure, the information you provide is kept securely only within our servers that are operated within the United Kingdom.
You may unsubscribe from email notifications at anytime by replying to a "Service Update" email with 'unsubscribe' in the subject line without removing the original email thread. You should note that such an action will lead to termination of your service as set out in our Terms and Conditions.
This is because email is our core channel for all notices and any billing and charging information. It is used to keep you updated with the progress of your order or additional order. Voicemail, faxmail, call notification and recording is also delivered via this channel and the service cannot operate correctly without a valid email address.
We also need to provide you with essential information about our service upgrades and related products. We never intentionally send out marketing emails with respect to our products and services.
A cookie is a piece of information that is stored on your computer's hard drive by your web browser.
Most browsers accept cookies automatically, but usually you can alter the settings of your browser to prevent automatic acceptance. If you choose not to receive cookies, you may still use most of the features of our web site, including purchasing items. However, you may find that certain handy features such as automatic login and saving account preferences do not work.
Your personal data security is encrypted by our website utilising Secure Server Technology (SSL) to protect all personal and transactional information to the highest commercial standards.
We do not store your credit and debit card details.
Please be aware that despite our strong server security, communications over the Internet, such as emails/webmails, are not secure unless they have been encrypted e.g. any ordinary email communications may route through a number of countries before being delivered - this is the nature of the World Wide Web/Internet. Flextel cannot accept responsibility for any unauthorised access or loss of personal information that is beyond our control.
The personal information that you provide when you apply for the Flextel service may be used to carry out a credit check with licenced credit reference agencies, and to verify your identity. This is to protect you from identity theft and Flextel from fraudulent credit applications.
Information held about you by the credit reference agencies may already be linked to or associated with records relating to one or more of your partners where you have associated or joint financial arrangements.
When you apply for certain services, Flextel may assess your application with reference to any such linked or “associated” records. You may only decline a linked or associated search, but only if you declare that such a financial link does not have any adverse effect on your application. We will check the validity of your declaration with the credit reference agencies and if we discover any associated records, which would affect the accuracy of this declaration we may decide not to proceed with the application on this basis. If you wish to proceed on that basis please contact our Credit Assessment department who will carry out a manual review instead.
We will use credit scoring and/or automated decision making systems when assessing your application. If you are turned down for service, please contact our Data Protection Manager with information about the date and time of your application and any other information that you think may assist your application to be reviewed.
During the lifetime of service agreement with us, we may disclose details account and billing information to the credit reference agencies such as change of address, the payments you made, account balances, any payment default, dispute, queries and debts. This information will be retained by the credit reference agencies, and may be used by us and other organisations to help make decisions about other credit applications made by you or other members of your household with whom you are linked financially.
We will also share your details with fraud and theft prevention agencies to protect you and us from fraud and theft. Information supplied to these fraud prevention agencies may result in a warning marker being placed against the address or addresses used in any applications and this will be accessible to other members of those fraud prevention agencies. A warning marker means that Flextel and other members of these fraud prevention agencies should take extra precautions to ensure that personal and address information is genuine – this helps to protect an address from any further misuse.
Information held by fraud prevention agencies may also be shared with other organisations to help them make decisions on motor, household, credit, life and other insurance proposals and insurance claims, for you and members of your household.
Any information we hold about your account will also be used for debt tracing and claims assessments. In the event that you do not repay in full and on time, we may tell credit reference agencies who will record the outstanding debt.
If you do not become a customer of Flextel Limited we will continue to hold information about you for customer enquiries, complying with any legal obligation and for the prevention and detection of fraud.
If your application is declined following a credit check and because of information held by the below credit reference agencies used from time time by Flextel Limited, you can request a copy of your credit reference file by writing to:
Consumer Help Service,
PO Box 8000,
Tel: 0870 416212
Credit File Advice Centre
PO Box 1140
Please note that these credit reference agencies will charge a fee to provide you with a copy of your credit reference record. The fee will depend on the level of detail that you request. More information is given on the websites referred to above.
If you believe that Flextel Limited is in breach of UK data protection law, you should put your complaint in writing to the Data Protection Manager at the address below, setting out your case. If you have any enquiries about Flextel Limited’s data protection or privacy practices, you should put your enquiry in writing to the Data Protection Manager at the address below.
You can write to Flextel at any time to obtain details of the personal information we may hold about you. It would be helpful if you could provide a brief description of the information that you would like from us.Please write to the:
Please note that the following information cannot be provided even if requested:
We will use reasonable efforts to make the Services available to you at all times. However, the quality and availability of the Services may be affected by factors outside our control such as fire, flood, land heave and subsidence, physical obstructions, atmospheric conditions, Acts of God, industrial action, default or failure of a third party, or governmental or regulatory intervention. The Services may also be affected by faults in other telecommunication networks to which the Network is connected.In all such cases you agree that we cannot be held responsible for such events and that we shall have the right to claim force majeure and be absolved from all liability, except where explicitly stated elsewhere in this Agreement.
If you fail to comply with the above process within 30 days of the Commission Statement issue date, then your claim will automatically become void.
We reserve the right to withhold payment in the event of failure to meet the above terms or that we have reasonable grounds for suspecting AIT or other fraudulent or unlawful activity.
You may also choose to receive commission instead of cash, as a credit against Flextel Prepaid Services or as Flextel Vouchers, as specified in the Price List from time to time.Vouchers can only be used for Connection of Flextel Numbers up to the value specified and have no monetary value and cannot be exchanged for cash. Vouchers are valid up to and including the designated expiry date.