Code of Practice Regarding Complaint Handling and Dispute Resolution
Sumlock Bondain Ltd is a provider of communication services, supplying hosting, computing, Internet and telecommunication solutions for residential and business customers across the UK.
The purpose of this code of practice
This guide has been developed to help you to understand the relationship you have as a customer of Sumlock. It will enable you to:
- Access summary details of our services
- Understand what you can expect from Sumlock after you have made a purchase or registered for a service
- Contact details for alternative complaint bodies
- Find out how to contact us
This Code has been approved by Ofcom for the purposes of section 52 of the Communications Act 2003.
How to contact Sumlock Bondain Ltd
| Customer Services and Sales | |
|---|---|
| Phone | 01603 787323 |
| support@sumlock.com | |
| Accounts Department | |
|---|---|
| Phone | 01603 787323 |
| accounts@sumlock.com | |
Account Cancellations
To cancel your account please either call or email quoting your account username. We will require all cancellation requests to be submitted as a written request in the form of an email or if you cannot access the Internet send the same details in a letter to our main office address shown.
| Cancellations Department | |
|---|---|
| Phone | 01603 787323 |
| accounts@sumlock.com | |
| Post | Sumlock Bondain Ltd 64 Hellesdon Park Road Norwich Norfolk NR6 5DR |
Minimum Contract Period
Most of Sumlock's services do not have a minimum contract period but for those that do, we would be happy to discuss your requirements. A summary of our service contract periods are:
| Shared Hosting: | Anytime |
| Dedicated Servers: | Anytime |
| ADSL Internet: | 1 Month |
| FTTC Internet: | 12 Months |
| PSTN Line Rental: | 1 Month |
| ISDN 2 Line Rental: | 12 Months |
| ISDN 30 Line Rental: | 12 Months |
Some services take a little time to cancel, as they require us to work with special industry processes (such as ADSL). When you cancel your service, we aim to advise you of the time period from us receiving your cancellation request to the time at which the service is withdrawn. During this period, you remain liable for the costs of any services we provide.
Disconnections and cancellation of services
We reserve the right to suspend or cancel your service within the contracted timescales - for example, if you do not pay your bill.
Complaints
If you would like to register a complaint, here are a number of different ways you can contact us:
| Complaints Department | |
|---|---|
| Phone | 01603 787323 |
| complaints@sumlock.com | |
| Post | Sumlock Bondain Ltd 64 Hellesdon Park Road Norwich Norfolk NR6 5DR |
Our Customer Care team are available from 9am to 5:00pm. We are closed on weekends and bank holidays.
What happens once we recieve your complaint?
We will acknowledge all complaints received by letter, fax or e-mail within 24 working hours of receiving your complaint.
Dispute Resolution
If we are unable to resolve your complaint satisfactorily, we will issue a "deadlock" letter so that you may make a complaint through Ombudsman Services, an independent alternative dispute resolution scheme. We can provide you with details of this service. Alternatively if more than three months has passed since you first made your complaint, please contact the ADR scheme directly.
Ombudsman Services
3300 Daresbury Park
Daresbury
Warrington
WA4 4HA
Phone: 0330 440 1614
Website: www.ombudsman-services.org
Order processing
All services can be ordered by calling our customer services team on 01603 787323. The time it takes to setup can vary depending on the service purchased. We will aim to confirm all new orders by email within 8 hours during normal office hours (Monday ? Friday 9am to 5:00pm, excluding bank holidays).
Pricing
Up-to-date prices for our products and services are always available on our website (www.sumlock.com) or by calling our customer services team on 01603 787323.
Billing
We currently accept the following payment methods:
- BACS
- Cheque
- Direct Debit
Fault Repair
Faults can be reported around the clock via email at support@sumlock.com. To report a fault to one of our representatives please call 01603 787323 during office hours. However unless otherwise stated in your service agreement, engineers only attend to faults in normal working hours (Monday-Friday 9am to 5:00pm, excluding bank holidays). Faults can occur on our Network, or another operator's network, as well as your own equipment.
If the fault is reported during normal working hours, we will try to establish the location of the fault. We may request that you carry out some simple checks to help us establish the cause of the fault. Repairing faults on our network is part of the maintenance cover we provide with our service. If the fault is not on our network then we may not be responsible for its repair.
We reserve the right to charge for any abortive work or visit arising from faults over which we have no control. Should an engineer need to visit your premises we will agree this with you.
Privacy
We take your privacy very seriously and we strictly follow the procedures laid down by the Data Protection Acts of 1984 and 1998 to protect all user information. Our Privacy Policy sets out the personal information we collect about you and describes how we may use that information. No customer information will be intentionally used or distributed outside of Sumlock Bondain Ltd, and we have a strict policy of not selling customer details to outside marketing agencies without your permission to do so. Our privacy policy also contains details of how you can opt in and out of receiving our marketing information.
You can view our policy online (http://www.sumlock.com/corporate/privacy) or by requesting a copy to be posted or emailed to them.
Access to our Code of Practice
Customers can access this code of practice from our website (www.sumlock.com/corporate/codeofpractice) or by requesting a copy to be posted or emailed to them.
Data Protection
We strictly follow the procedures laid down by the Data Protection Acts of 1984 and 1998 to protect all user information.
General Philosophy
Sumlock is a private limited company offering advanced Internet communications for both the home and business user, whatever their needs.
Our product range in very broad terms consists of:
- Computers and Servers (Sales and Service)
- Broadband (ADSL, FTTC, and leased line Internet connectivity)
- Telecoms (Line rental and phone calls)
- Hosting (shared and dedicated servers)
Customers of Sumlock can take advantage of our world class technical support with emails answered in minutes and telephone calls answered in seconds.
This Code has been approved by Ofcom for the purposes of section 52 of the Communications Act 2003.
The code will be regularly reviewed in line with Ofcom's requirements. We value all feedback from our services to this code of practice. Please email your comments to support@sumlock.com.
Contacting related organisations
Office of Communications (Ofcom)Ofcom Contact Centre
Riverside House
2a Southwark Bridge Road
London
SE1 9HA
Tel: 020 7981 3040
Fax: 020 7981 3334
Email: contact@ofcom.org.uk
Website: www.ofcom.org.uk
Office of the Telecommunications Ombudsman
3300 Daresbury Park
Daresbury
Warrington
WA4 4HA
Tel: 0330 440 1614
Website: www.ombudsman-services.org