Code of Practice

Code of Practice on Complaint Handling and Dispute Resolution for Small Business Customers

Ofcom requires every public communications provider in the UK to provide its customers with a compliant Code of Practice:

Our Code of Practice on Complaint Handling and Dispute Resolution explains how customers can complain. The code also provides information on how we deal with complaints and your right to take unresolved complaints to Alternative Dispute Resolution (ADR).

Codes of Practice for Complaints
14.4 The Communications Provider shall have and comply with procedures that conform to the Ofcom Approved Code of Practice for Complaints Handling when handling Complaints made by Domestic and Small Business Customers about its Public Electronic Communications Services

Dispute Resolution
14.5 The Communications Provider shall implement and comply with a Dispute Resolution Scheme, including any final decision of the Dispute Resolution Body made in accordance with that Scheme, for the resolution of disputes between the Communications Provider and its Domestic and Small Business Customers in relation to the provision of Public Electronic Communications Services.

Here at V4VoIP, we pride ourselves on providing the best customer service, and in the event of any issues that may arise. Whether it’s Help, support, feedback or complaints, we want to make it as easy for you resolve them as quickly as possible.

If you have a complaint about any part of our service, in the first instance please contact our Customer Line on 0345 034 3901. The Customer advisor will ask you about the nature of your complaint and seek to resolve the problem during this first stage. We protect the privacy of the information disclosed during this conversation please refer to our Privacy statement. In order to protect your privacy we may ask you some questions to confirm that we are speaking to person responsible for the account.

If you wish you can lodge a complaint through our contact us page on our website or in writing to the following address:

Head of Customer Service
V4VoIP Ltd
Arrow Business Centre
19-21 Aintree Road
Perivale
Middlesex UB6 7LA

If you have made your complaint by email or in writing, we will send a confirmation email acknowledging receipt and informing you of how and when we will next respond. We will also provide you with a point of contact, making it easier to follow-up on the progress your complaint towards a resolution.

We normally aim to resolve complaints within 10 working days but, depending on the nature of the complaint, this may not always be possible. If you are not satisfied with the progress of the complaint you can ask for it to be escalated to the manager, and ultimately to the Director.

If the matter is still outstanding after 8 weeks from the date the complaint was received, or if we inform you that the issue cannot be resolved, then you can seek help and advice from Ombudsman Services. Ombudsman services provide an Ofcom approved alternative dispute resolution (ADR) service, helping with disputes between communication providers and their customers. It is their job is to investigate complaints fairly by listening to both sides of the story, after collecting all the facts from both parties relating to the complaint before deciding if further action is required to resolve the issue.

You can get in touch with Ombudsman Services using the following methods;

By post

Ombudsman Services: Communications
PO Box 730
Warrington
WA4 6WU
Email: enquiries@os-communications.org

By email
enquiries@os-communications.org

By phone
0330 440 1614 (phone)
0330 440 1615 (fax)
0330 440 1600 (textphone)

USEFUL Links and ADDRESSES

enquiries@os-communications.org – Website: www.os-communications.org
contact@ofcom.org.uk – Website: www.ofcom.org.uk

Domain Customer Queries

We endeavour to respond to any sales, and account queries either by phone or email within 5 business days. If you have raised a support ticket via www.v4voip.com/support and have a support and maintenance contract in place, one of our support staff will contact you within 4 hours during business hours or on the next working day.

Reporting Abuse

If you encounter something you think might constitute abuse or inappropriate content which you believe has come from our network or systems, V4VoIP take any incidents of abuse on our network and systems very seriously. This may take the form of the following;

Spam
Hacking Attempts
Phishing
Web space abuse

We work to minimise the amount of abuse that is generated on our servers. You can help us by reporting any abuse you spot which you believe has come from the V4VoIP network. Please report all abuse by emailing us at abuse@v4voip.co.uk. Please include as much information as you can about the type of abuse you’ve encountered. Once we have received your email, we will investigate the issue thoroughly, contact any relevant customers and work to resolve the issue as quickly as possible.

Complaints procedure

At V4VoIP we are committed to providing our customers with an excellent level of service. In the event of any problems not being resolved, we want you to tell us so that we can address any concerns you may have. To make an initial complaint you can use the following methods;

If you would like to make a complaint about our service, please call our Customer Services line on 0845 034 3910. These lines are open from 9am to 6pm Monday to Friday.

If you would prefer to write to us instead, please address your letter to:

Head of Customer Service
V4VoIP Ltd
Arrow Business Centre
19-21 Aintree Road
Perivale
Middlesex UB6 7LA

When you contact us, we will normally ask you to give us the following information in order to deal with your complaint as efficiently as possible:

• Company name and account number
• Name, contact phone number and postal address
• Nature of the complaint (including any relevant details)

Taking your complaint further

If you are not happy about the way in which your complaint has been handled, it will then be brought to the attention of the Managing Director who will review the complaint. We aim to resolve all complaints within 20 working days from when you notify us but more complex cases may take longer.