Code of Practice for Complaints Handling
Introduction to Mercury Telecom Limited
Mercury Telecom Ltd is an independent company that delivers telephone, data, mobile and internet services to our customers throughout the UK, including Northern Ireland. Our products are distributed through our direct sales force and independent sales agencies.
The purpose of this code of practice is to inform you about our products, services and customer care policies. 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
Should you require further copies of this code, you may call our customer services line on 08450 313233 between the hours of 9:00am and 6:00pm, Monday to Friday who will be happy to provide this. The code of practice is also available on our website www.mercurytelecom.co.uk
How to contact us
Should you need to contact Mercury Telecom Ltd between 9:00am and 6:00pm Monday to Friday this can be done by telephone, facsimile, Royal mail or email given below. Outside of these hours, calls will be taken by our out of hours call centre and responded to the next working day.
Address: Mercury Telecom Limited
Unit 6
Trinity Business Park
Wakefield
WF2 8EE
Customer Services Telephone Number: 08450 313233
Customer Services Email Address: customerservices@mercurytelecom.co.uk
Website: www.mercurytelecom.co.uk
Our Commitment to You
Mercury Telecom Ltd is committed to providing you with the highest quality of service. Our company delivers to you telecommunications services purchased from BT Wholesale, Energis, Gamma Communications, Thus and Opal. We make every reasonable effort to supply the services that satisfy your requirements.
Our Product Portfolio
Mercury Telecom Ltd offer a wide range of products utilising the BT Wholesale Access and Calls & Access range of products and carrier pre-selection, these are:
PSTN lines – single and multi-lines
PSTN calls
ISDN 2e lines
ISDN 2e calls
ISDN 30e lines
ISDN 30e calls
In addition to these products we are also able to provide the following.
ADSL – Broadband
Internet Access
Leased Lines
Carrier Pre-Selection
Further details about our products can be found on our website: www.mercurytelecom.co.uk
Our Customer Service
Ordering a new service or Transferring to Mercury Telecom Ltd
To order any of our services please call customer services on 08450 313233.
We normally do business based upon our standard terms and conditions, a copy of which is available on request from our customer services team or via our website: www.mercurytelecom.co.uk
The minimum term for telephony service is 3 months. We will endeavour to provide telephone service within 21 days of your original request; this is subject to the availability of lines at your premises. If there are special circumstances such as the need to install additional cabling we will advise you of the revised timescales.
Moving Home or Office
If you are moving home or office please call our customer services team on 08450 313233 at least 14 days before you move so that we can make the appropriate arrangements. If there are special circumstances regarding the move we will advise you of the revised timescales. It is important to let us know when you are moving to ensure that you are not charged for calls made from your old address once you have moved. You will remain responsible for any calls made until the point of notification. A final bill will be sent to your new address once you have moved.
Repairs
Should you experience a fault on your line please call our fault repair service on 08450 313233. We align our response times and services with BT and offer higher levels of customer fault care should you require them. If you would like to know more about these please contact customer services on 08450 313233 or visit our website: www.mercurytelecom.co.uk
Cancellation
Should you decide to cancel your order for Mercury Telecom Ltd to provide your telephone service, you can do so, without charge, within 10 working days of placing your order. After 10 working days we will apply a compensation charge as per the terms and conditions of the contract.
If you cancel a residential product whilst still bound by the contract term signed, the cancellation charge is as per the contract terms and conditions and will be £15.79 plus £25 per line.
All cancellations need to be notified in writing to Mercury Telecom Ltd, at the contact address given above.
Compensation and refund policy
Our policy is to consider all claims for compensation and refunds on a case by case basis.
Mercury Product Pricing
Mercury Telecom Ltd offers a unique Price Promise in their contract: Mercury promise to match any tariff from a comparable supplier, for an equivalent product, after 12 months using the service.
Please contact our Customer Services team for our current price list for our services and products or visit our Website: www.mercurytelecom.co.uk
Billing
We will normally bill you monthly at the beginning of each month. Your only payment option is by Direct Debit, which represents one simple monthly transaction. Protected by the safeguards of the Banks, you have complete peace of mind regarding the accuracy of your payment. If an error is made you will receive a full and immediate refund to your account.
We provide itemised bills as part of our service; we can also provide this in an electronic format by email if required. Please contact the customer service team for more information.
Disconnection Code of Practice
Should you have difficulty paying your bill please contact us so that we can arrange a suitable alternative method of payment.
Please do not cancel your direct debit, as this will need to be in place for future payment collections.
Where a direct debit is unpaid due to insufficient funds or cancellation of the direct debit instruction, a £27.50 administration charge will be included on your next monthly bill.
We will not disconnect you from our service unless payment is defaulted on, or a direct debit is not in place to allow us to collect future payments. Prior to doing so we will contact you advising of the outstanding balance or the need for you to re-establish the direct debit instruction, allowing 7 days for this to be done.
After this period we may restrict your telephone service by way of call barring to prevent an increase in the debt.
Further reasons for which we may disconnect your service are give in Section 9 of our Contract Terms and Conditions, a copy of which is available from our customer services team or via our website www.mercurytelecom.co.uk
Complaint Procedure
Should you have a complaint about our service, in the first instance, please contact our customer support team using any of the details listed below. All complaints are treated very seriously and we understand that faults can occur; if they do our aim is to correct them as soon as possible.
We offer a comprehensive complaint handling process to solve your problem as soon as possible. You should also use our complaint handling process if you want to complain about any aspect of how we marketed or sold the service to you. A customer service adviser will note the details of any problem and agree a course of action with you. Complex queries may take a little longer to resolve.
Tel: 08450 313233
Email: customerservices@mercurytelecom.co.uk
Write to: Mercury Telecom Limited
Unit 6 Trinity Business Park
Wakefield
West Yorkshire
WF2 8EE
If you are not happy with the response you receive, you may ask for the matter to be referred to a senior manager for further investigation. If we cannot resolve your problem, we will write to say so. This is sometimes called the 'deadlock' letter. When you receive this letter you have the right to refer your case to our alternative dispute resolution scheme, operated by CISAS. You can find the contact details for CISAS at the end of this section. CISAS will need to ensure that you have followed our complaints process before contacting them. If this is not evident, they are likely to refer the matter back to us for resolution.
If you receive the deadlock letter as described above, you must decide within three months whether you wish to refer the issue to CISAS. Even if you apply to CISAS, you must still pay any outstanding amounts not in dispute. An unresolved complaint can be referred to CISAS twelve weeks after first making it. We are happy to work with other independent bodies, such as ICSTIS, Citizens Advice Bureaux, Consumer Advice Centres and Trading Standards Departments.
CISAS contact details:
CISAS
24 Angel Gate
City Road
London
EC1V 2PT
Telephone 0845 1308 170
Email info@cisas.org.uk
E-mail info@cisas.org.uk
Web site: www.cisas.org.uk
Social Responsibility
Malicious calls cause annoyance, inconvenience and a great deal of anxiety. Mercury Telecom Ltd views this problem very seriously and works closely with the BT nuisance call bureau, the police and others in the Telecoms industry to tackle it. Should you experience malicious or nuisance calls please call our customer services team on 08450 313233 for information on how to deal with the situation.
Services for customers who are older or who may have a disability
We are committed to helping our customers to communicate easily, if you have difficulties reading your bill we can arrange for copies of the bills in large print, audiotape or Braille.
Other Useful Contact Information
Riverside House
2a Southwark Bridge Road
London
SE1 9HA
Telephone: 020 7981 3040 / 0845 456 3000
Website: www.ofcom.org.uk
