FleXtel: Ofcom Approved Code of Practice for Complaint Handling
This Code of Practice has been approved by Ofcom
|
About FleXtel
-
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.
Our Products and Services
Our Terms and Conditions
- Our Terms and Conditions are available at http://www.flextel.co.uk/#terms.
- Our minimum contract term is twelve months.
- A customer may cancel their service, at any time, without charge, by using the automated "Disconnect" facility, located at our website.
- Any customer feeling they may be entitled to compensation or refund, make a request to Customer Support. The customers request will be reviewed on its own merit, with a view to reaching an amicable settlement.
Our Contact Details
- FleXtel's Office Hours are 09:00 to 17:00 Monday to Friday, excluding statutory Bank Holidays. In addition, we provide a manned 24-Hour Fault Reporting line for emergency issues.
- Our website, http://www.flextel.co.uk, can assist you with almost all aspects of our products and services, together with automated signup, Password and PIN reminder systems, which are all available 24 Hours.
- You can contact us in one of the following ways:
- Email: ask@flextel.com - Email sent to this address is processed to the relevant Department
- Tel: +44 (0) 870 321 1000 (Normal Office Hours)
- Fax: +44 (0) 870 321 1001
- 24 Hour Fault Reporting - Tel +44 (0) 701 0700 151 (This service is unable to offer
PIN/Password Reminders)
- Online secure message: http://www.flextel.co.uk/#contact
- Post: FleXtel Ltd, FleXtel House, The Commons, Sandbach, Cheshire. CW11 1EG, UK
Contact Details for Related Organisations
- Ofcom - Office of Communications. Ofcom
is the Communications Regulator and can be contacted in one of the following ways:
- Tel: 020 7981 3040 / 0845 456 3040
- Fax: 020 7981 3334 / 0845 456 3334
- Post: Ofcom Contact Centre, Riverside House, 2a Southwark Bridge Road, London, SE1 9HA, UK
- Otelo - Office of the Telecommunications Ombudsman. Otelo is an approved Ombudsman Service for public communications providers and their customers and can be contacted in the following ways:
- Tel: +44 (0) 1925 430 049 or +44 (0) 845 050 1614
- Fax: +44 (0) 1925 430 059 or +44 (0) 845 050 1615
- Post: Otelo, PO Box 730, Warrington, WA4 6WU, UK
Our Complaints Procedure
- To ensure that any complaint can be fully investigated and resolved satisfactorily, FleXtel has a clearly defined Procedure that is readily available to all Customers, as follows:
- In the first instance, we ask that Customers contact a Customer Service Advisor via one of the following methods:
- Email: ask@flextel.com - Email sent to this address is processed to the relevant Department
- Tel: +44 (0) 870 321 1000 (Normal Office Hours)
- Fax: +44 (0) 870 321 1001
- Post: Customer Service Advisor, FleXtel Ltd, FleXtel House, The Commons, Sandbach, Cheshire, CW11 1EG, UK
- In most cases, no further action will be necessary. However, if a Customer Service Advisor is unable to resolve the issue to your complete satisfaction, your complaint will be escalated to the Team Leader, who will contact you within two working days. Further investigation will then be undertaken. The Team Leader will then respond in writing within ten working days of confirmed further investigation.
- If you are still not satisfied with the resolution or explanation provided to you by the Team Leader, you can make a further written complaint to the Complaints Review Department, who will respond in writing within ten working days of confirmed receipt.
- If you are not satisfied with the resolution or explanation provided to you by the Complaints Review Department, they will provide the necessary information to enable a written complaint to the Executive, who will respond in writing within 20 working days of confirmed receipt.
- In the event that all the above procedures have been followed
and completed without eliciting an acceptable response or proposed
resolution, we will have exhausted our Complaints Procedure and will
issue an email to you stating that we have reached deadlock.
Upon receipt of the email stating that deadlock has been reached, or
if three months have passed since the complaint was first made, you
have the option to refer your complaint to Otelo
(Office of the Telecommunications Ombudsman).
- Otelo is an approved Ombudsman Service for public communications providers and
their Customers and can be contacted in the following ways:
- Email: enquiries@otelo.org.uk
- Tel: +44 (0) 1925 430 049 or +44 (0) 845 050 1614
- Fax: +44 (0) 1925 430 059 or +44 (0) 845 050 1615
- Post: Otelo, PO Box 730, Warrington, WA4 6WU, UK
Copies
- Copies of this Code of Practice may be obtained directly from http://www.flextel.co.uk/#cop.
[ Top ]