Complaints procedure

Introduction
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. When they do, we want to know so that we can put them right as soon as possible.

This code of practice explains how to contact us, and our procedures for resolving complaints about sales, billing, fault repair or services. The Code forms part of our Code of Practice. It is available on request from our Customer Service Helpdesk on 01420 567600.

If you have a complaint
Please telephone our Customer Service Team on 01420 567600. Our advisors will ask you about your complaint and seek to resolve the problem while you are on the line. If this is impossible, we will agree a course of action with you.

You may also send your complaint to us in writing at:

Opus Telecom Ltd
Alresford House
Mill Lane
Alton
Hampshire
GU34 2QJ

Or via an e-mail enquiry to david.mervin@opustelecom.co.uk

During any discussions, we will protect the privacy of the information that we hold on you. We may have to ask you questions to confirm that we are speaking to the right person.

Taking your complaint further
If your complaint is not resolved to your satisfaction after this procedure, you can take it further within our company, and ultimately to the Commercial Director.

If we cannot resolve the problem, then we will write to you to say so. If you remain unhappy and wish to pursue your complaint further by alternative dispute resolution, you may wish to refer to the Alternative Dispute Resolution scheme of the Telecommunications Ombudsman, Otelo.

Useful addresses
Otelo: PO Box 730, Warrington, WA4 6WU, Tel: 0845 050 1614
Ofcom: Riverside House, 2A Southwark Bridge Road, London SE1 9HA,
Tel: 020 - 7981 3000.

OPUS TELECOM LTD

Code of practice regarding complaint handling and dispute resolution for domestic and small business customers

	Ofw 248
1: Introduction
	Opus Telecom specialise in the provision, installation and support of business telephone systems, least cost routing, mobile telephony and datacomms.
2: Contact details
	Main Office : Alresford House, Mill Lane, Alton, Hants GU34 2QJ: Customer service phone number(s): 01420 567600 Customer service e-mail:enquiries@opustelecom.co.uk Web site:www.opustelecom.co.uk
3: Terms and conditions, including prices and tariffs
	Up to date Terms and Conditions are available on our website. Prices and Tariffs vary. Customers should refer to their contract.
Our services	Network services: Least cost routing and line provision. These are charged on an ad-hoc basis. Contact: Caroline Parker or your account manager on 01420 567600. The service may be terminated giving 28 days prior written notice, provided any minimum term has expired. Datacomms Network cabling and maintenance thereof. Contact : Stuart Dickson, 01420 567600. Business phone systems: Provision of business phone systems, these are either bought outright or lease hire. Full maintenance of the system is offered for which there is a charge relevant to the size of the system. Contact: Tim Ascherl 01420 567600.
Access	Customers can obtain any of our services either by looking on our website www.opustelecom.co.uk or by telephoning our offices on 01420 567600. A member of our sales team will initially note their requirements and make an appointment for a Telecom Consultant to visit them.
Pricing information Standard tariffs (including special discounts and special and targeted tariff schemes) should either be included, or the customer should be advised of how to obtain them.	Quotes for our services may be obtained from contacting the persons named in 3 above.
Contract conditions Including any relevant minimum contract period and how service can be cancelled.	Standard conditions: All Contracts are for 5 years unless otherwise stated.
4: Customer service
Compensation or refund policy	Opus Telecom does not offer compensation or refunds.
Complaint handling process Describe in relation to public electronic communications services for domestic and small business customers.	If you should have cause to complain about our service, please contact in the first instance, Mr David Mervin, Customer Service Administrator, at Alresford House, Mill Lane, Alton, Hants. GU34 2QJ. Telephone 01420 567600. Should you wish to take the matter further Mr Mervin will refer the matter to a director of Opus Telecom.
Alternative dispute resolution procedure Details of alternative dispute resolution arrangements in relation to the provision of public electronic communications services to domestic and small business customers.	If we have not resolved your complaint to your satisfaction after 12 weeks or if you have received a letter from us saying that your complaint has reached "deadlock", you may make a complaint through Otelo details of which can be found at Section 6, an independent alternative dispute resolution scheme. We can provide you with details of this service.
5: How to obtain this Code of Practice
	This Code of Practice is published on our Web site at www.opustelecom.co.uk . Additional copies are available on request and free of charge to any domestic and small business customer. It is also available in large print.
6: Contact details of related organisations
	Otelo PO Box 730 Warrington WA4 6WU Telephone 0845 050 1614 or 01925 430 049 E-mail enquiries@otelo.org.uk Web site: http://www.otelo.org.uk
7: Additional information
	This Code has been approved by Ofcom for the purposes of section 52 of the Communications Act 2003. The Guidelines for producing codes of practice are on Ofcom's Web site at www.ofcom.org.uk

Alternatively Call Us Direct On 0845 077 0200.

Local Support From A National Company

Opus Telecom Limited | Registered Office: Abbey House, Hickleys Court, South Street, Farnham, Surrey, GU9 7QQ | Registered In England Number 3999413

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