Code of Practice for Complaint Handling & Dispute Resolution 

THE PURPOSE OF THE CODE

This code sets out a statement of how we conduct our business and provides information about our relationship with you. It is intended for small and medium business customers. This code of practice may be obtained from our web site at http://www.daisyplc.com/ or by writing to us at the address below.

TERMS AND CONDITIONS
Details of the specific conditions relating to your contract are set out in the documentation provided when you first subscribed to our services and on our website http://www.daisyplc.com/
You should note that these terms and conditions are specific to the service being supplied and, for example, those for lines and calls may vary from those for mobile. If you are unsure about which terms and conditions apply to your contract, please contact us using one of the methods below.
Additionally, contract lengths may vary according to the minimum term you agreed to at the beginning of your service provision. Our standard contract lengths are either 12, 24, 36 or 60 months. If you are unsure about your contract, please contact us.

OUR SERVICES
We provide the following Lines and Services:
Analogue Telephone Lines; Multilines; ISDN 2e; ISDN 30e; Select Services; Carrier Pre-Selection; Call Conferencing; Broadband; Number Translation Service; Total Care Maintenance; 118101 Directory Enquiries.
For more information on any of our lines and services or to order additional services please call Customer Services on 0845 450 4520 or email This e-mail address is being protected from spam bots, you need JavaScript enabled to view it

CANCELLATION

In the unlikely event that you should wish to cancel the service we provide, you should write or email us at the address below telling us what you wish to cancel and when you wish it to be effective. There may be a charge for early termination of your contract and this will be explained to you. Early termination charges are also set down in your Terms and Conditions documentation or on your monthly telephone bill and on our web site.

PRICES AND TARIFFS

Because there are so many different rates that depend upon usage volumes and other separately negotiated criteria, and the changes in tariffs are being updated constantly, it is not possible to publish a standard set of rates that would apply to all customers.
Your own particular tariff, if you have not kept the one sent originally, can be obtained from our customer service department (see ‘Contacting Us’ Section below) on request.

COMPENSATION and REFUNDS

Our service provision to you is dependant upon the continued operation of the major networks (Openreach for example). If service is lost for any reason we will claim compensation on your behalf at the scales appropriate to your particular network.

CONTACTING US

Daisy Communications have always put the Customer first and our Customer Service Team are dedicated to providing prompt and effective support to customers experiencing difficulties in any way.
They are available Monday to Friday between the hours of 08.30 and 17.30 by:

Telephone: 0845 450 4520, Fax: 0845 450 4521

e-mail: This e-mail address is being protected from spam bots, you need JavaScript enabled to view it or by post to:

Daisy Communications Ltd
Daisy House
Lindred Road Business Park
Nelson
Lancashire BB9 5SR

The Web site for Daisy can be found at http://www.daisyplc.com/

COMPLAINTS

If you have a complaint about any aspect of the service provided by Daisy Communications, we want to know. If you don’t tell us, we cannot put things right.
In the unlikely event you consider a complaint about your service is necessary, what should you do first?
Call our Customer Services Team on the number above or write to us.

Telephone: 0845 450 4520, Fax: 0845 450 4521

e-mail: This e-mail address is being protected from spam bots, you need JavaScript enabled to view it or by post to:

Daisy Communications Ltd
Daisy House
Lindred Road Business Park
Nelson
Lancashire BB9 5SR

The Web site for Daisy can be found at http://www.daisyplc.com/

It would be helpful to keep a proper record of your complaint that lists:
• the date and time you spoke to a Daisy representative;
• who you spoke to; and
• what they said or promised to do.
You should also:
• ask our customer service advisor when you can expect your complaint to be answered or resolved (or both);
• keep copies of all correspondence; and
• check your terms and conditions of service to ensure that your complaint is a valid one.
What if you don’t get the answer you want?
• If you feel you have been dealt with poorly or unreasonably, you can ask for your complaint to go to a higher level. Ask to speak to the Customer Service Team Leader.
• If at any time you feel that you are not being attended to as quickly as you would like, you may wish to write to us with your complaint at: This e-mail address is being protected from spam bots, you need JavaScript enabled to view it
• If we are unable to resolve your complaint satisfactorily, we will issue a ”deadlock” letter so that you may make a complaint through Otelo, an independent alternative dispute resolution scheme (ADR). 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.

Contact details:
 
Otelo
PO Box 730
Warrington
WA4 6WU

Telephone 0845 050 1614
or 01925 430 049

E-mail This e-mail address is being protected from spam bots, you need JavaScript enabled to view it

Web site: http:// http://www.otelo.org.uk/

Ofcom
Ofcom is the regulatory body for the communications industry and provides oversight of our service provision within the terms of the Communications Act 2003 that are relevant to us. They are located at:

Riverside House, 2a, Southwark Bridge Road, London, SE1 9HA.

Telephone 020 7981 3000, Fax 020 7981 3040

Website: http://www.ofcom.org.uk/

Other useful addresses:
Citizens Advice Myddleton House, 115-123, Pentonville Rd, London, N1 9LZ  020 7833 2181 

Otelo PO Box 730, Warrington,WA4 6WU
0845 050 1614 or
01925 430 049

Ofcom Riverside House, 2a, Southwark Bridge Road, London, SE1 9HA. Ofcom contact centre (020 7981 3040)

Trading Standards http://www.tradingstandards.gov.uk/consumers/consumers.cfm Web only

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 http://www.ofcom.org.uk/telecoms/ioi/g_a_regime/gce/ccodes/ccodes.pdf