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Mercia Radio Telephones Ltd
CODES OF PRACTICE
Code of Practice on Complaint Handling and Dispute Resolution
Mercia Radio
Telephones
Ltd - Code of Practice on Complaint
Handling and Dispute
Resolution for Business Customers
Introduction to our company and services
Mercia Radio Telephones Ltd is an independent company
that delivers communications services
to business customers. 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. Our
code of practice on complaint handling and dispute resolution has been approved
by Ofcom, the independent regulator for the UK communications industries for the
purpose of section 52 of the Communications Act 2003. This code of practice is
published at our website: www.merciaradio.co.uk
. Additional copies are available on request and free of charge to any business
customer .It is also available in large format.
How to contact us
Please contact our
Customer Service Team
By phone: 01432 267864
From 9am
until 5pm Monday
– Thursday, 9am until 4-45pm Friday
By email: sales@merciaradio.co.uk
By fax: 01432 279953
By letter: Mercia Radio Telephones
Ltd Unit 1, Grandstand Business Centre, Faraday Road,
Hereford, HR4 9NS
Or via our website: www.merciaradio.co.uk
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
- Private
business two-way radio mobile radio services/ Common Base Station Services/
Short and Long Term Hire
- Equipment
and maintenance service
For
more details on any of our products and services, or to place an order
immediately, please contact our Customer Service Team on 01432 26786
Marketing
We work to the principles
in the British Code of Advertising, Sales Promotion and Direct Marketing, which
are set out on the website www.cap.org.uk
Terms
and conditions
When you subscribe to a service from Mercia Radio Telephones Ltd, 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 01432 267864. We may carry out a credit check as part of our
assessment procedures.
Where applicable, the minimum contract term for our
services is 12 months. We aim to provide
services within three 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 inform you of the revised timescales as soon as we can.
Cancellation
If you decide to cancel your order or agreement before we
have provided the services, you may do so without charge within seven working
days after your order is placed. After
eight working days we will charge
you an administration fee. If you
wish to terminate your contract within the minimum term of 12 months, we will
charge you a fee as set out in your contract. After the minimum term you can
cancel any service by calling our Customer Service Helpdesk on 01432 267864,
giving us one months’ notice.
Faults
and repairs
Please call our Fault
Service Team on 01432 267864 if you experience a fault with any of our services.
We aim to have this investigated and repaired within three days.
Price
lists
Our pricing structure is available from our
Customer Service Team on 01432 267864 and
via our website: www.merciaradio.co.uk (include any
reinstallation fee). We will write
to you in advance if we change the pricing structure on your products and
services.
Billing
We normally bill you monthly, except long term hire
customers who are billed quarterly
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 01432 267864
If you have difficulty paying your bill, please
contact us on 04132 267864 and we will try to arrange a different method of
payment. We will do all we can to
help our residential and small business customers to manage their bills and
avoid disconnection
If you are moving home or office
Please call our Customer Service Team on 01432
267864 no later than 10 days before your move
date. We will amend your account
and billing requirements as necessary.
Complaints
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 01432 267864. 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:
Mercia Radio Telephones Ltd, Unit 1 Grandstand Business Centre, Faraday Road.
Hereford. HR4 9NS
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 your
complaint has been outstanding for more than 3 months or you have received a
letter from us saying that your complaint has reached “deadlock”, then you
may ask for help from The Office of the Telecommunications Ombudsman (Otelo)
Tel: 01925 430870 or 0845 050 1614 email:
enquiries@otelo.org.uk Website: www.otelo.org.uk
OTELO 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 01432 267864 to report the incident and for information on how
to deal with it.
Services for people with special needs
We are committed to
helping all our customers to communicate easily.
We offer the following additional services on request for customers who
are older or who may have a disability, including:
§
Priority access to the
Customer Service Team 01432 267864
§
Priority fault repair and
assistance
§
Additional help and support if
you have difficulty paying your bill
Copies of this Code are available in larger print
and other formats on request
Data
protection
We comply fully with
our obligations under the Data Protection Act 1998.
Otelo
– PO Box 730, Warrington, Cheshire, WA4 6WU. Tel: 01925
430870 or 0845 050 1614 email:
enquiries@otelo.org.uk Website:
www.otelo.org.uk
Ofcom
- Riverside
House, 2a Southwark Bridge Road, London SE1 9HA. Tel: 020 7981 3040 email: contact@ofcom.org.uk Website: www.ofcom.org.uk
PhonepayPlus(formerly
ICISTIS , Clove Building, 4 Maguire
Street, London, SE1 2NQ. Tel:
020 7940 7474 Website: www.phonepayplus.org.uk
Telephone Preference
Service,
DMA House, 70 Margaret Street, London W1W 8SS Tel:
0845 0700707 Website: www.tpsonline.org.uk
Federation
of Communication Services (FCS), Burnhill
Business Centre, Provident House, Burrell Row, Beckenham, Kent BR3 1AT.
Tel: 020 8249 6363 email: fcs@fcs.org.uk Website: www.fcs.org.uk