Code of Practice Regarding Complaint Handling and Dispute Resolution.

Company Name: Just Voice and Data Ltd. T/A UK eNumbers
Registered Address: Unit 25 Hillhouse Workshops,
Website: www.ukenumbers.com

1. Introduction

At UK eNumbers, we are committed to:

Dealing with your concerns or complaints promptly, fairly, completely and courteously;
Keeping you informed about how we propose to act, how long it should take and what the results of our action are.

If we have failed to deliver the services as promised, or if you have a concern with the way any service issue has been handled, we would like you to tell us.

The following code sets out our procedure for handling problems and complaints for our customers.

2. Reporting Problems

In the first instance, you should use the following contacts to resolve any problems you have with our services or invoices:

Technical difficulties with your service – Via Website Support
All other issues (including billing) – Via Website Support or Account Management Team (+44 844 391 5646)

Whenever you contact us, you should quote your account number and be ready to provide information about the service (eg. the relevant phone number) or invoice (eg. the invoice date).

3. Complaints

3.1 Client Services

If you have a complaint about the handling of any issues that you have reported to us, you should contact our Client Services team. The team may be contacted by email, telephone or post as follows:

Email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it
Phone: +44 844 391 56 46
Post: Unit 25 Hillhouse Workshops, 37 Argyle Crescent, Hamilton. ML3 9BQ

Where possible, we will try to resolve your concern when you first contact us. However complex complaints may take some time to resolve. In the event that the member of the Client Services team cannot resolve your concern on first contact, we’ll agree an appropriate course of action with you.
If you are not satisfied with the course of action that has been proposed by the Client Services team, or if you feel that you have not received a fair hearing, your complaint will be escalated to a manager. The manager will review your complaint and resolutions offered and discuss the complaint with you.

3.2 Next Steps

If we have not resolved your complaint after three months or if you have received a letter from us saying that your complaint has reached a “deadlock”, you may make a complaint through an independent alternative dispute resolution scheme of your choice.
Web site: http://www.otelo.org.uk

4. Our terms and conditions (including compensation policy, prices and tariffs)

The terms and conditions are available in full on our website, please visit www.blueskyppi.com and download a copy.

The minimum term of your contract will be 12 months, unless we have both agreed a different minimum term as part of contract negotiations. To cancel a service after the minimum term, please email This e-mail address is being protected from spambots. You need JavaScript enabled to view it with details of the service you wish to cancel. Your contract will specify a minimum notice period (this will usually be 30 days after the minimum term).

A description of the services you have ordered and the details of any service credits we must pay in the event of a service failure (i.e. our compensation policy) will be set out in your contract. The prices and tariffs for your services will be included in the service order form you sign as part of the contract.

5. Access to this Code of Practice

This Code of Practice is published on our website at www.blueskyppi.com
You may also obtain copies of this Code of Practice free of charge by calling our Account Management team on +44 844 391 56 46.

Last Updated on Monday, 07 September 2009 11:27

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