CODE OF PRACTICE
Code of practice for domestic consumers and small businesses having ten or fewer employees
If you prefer you can download our Code of Practice.
Introduction to our company and services
Infinity Technology Solutions Limited is an independent company that delivers bespoke communications services to domestic and business customers. Whilst we may not provide all the component parts of our services ourselves we do take the responsibility for the services delivered to you and will liaise with our suppliers to ensure that any problems with their services are resolved promptly.
Purpose of this Code of Practice
The purpose of this code is to inform you in clear and helpful terms about our products, services, customer care policies and our standard Terms and Conditions.
How to contact us
Please contact our Customer Service Team or your Account Manager:
By phone: 0345 450 4600
(From 9am until 5.30pm Monday-Friday)
By email: email@example.com
By fax: 01892 576999
By letter: Infinity, The Coach House, Spencer Mews, Tunbridge Wells, Kent TN1 2PY
Or via our website www.infinitygroup.co.uk
Our commitment to you
Our aim is to provide you with the highest quality of customer service. When we purchase services and/or equipment from wholesale provider(s), we choose those providers carefully seeking to ensure that you get a high quality service and supply. We make every reasonable effort to supply services that satisfy your requirements. We work to all relevant laws and regulations.
Our products and services
- IT Support and Installation
- IT Cloud
- IT Security
- Telephone System installation and Maintenance
- Hosted Telephony
- Network Services (SIP / PSTN / ISDN / CPS)
- Mobile Solutions
- Business Broadband & FTTC
- EFM & Leased Lines
- Software Consultancy
For more details on any of our products and services, or to place an order, please contact our Sales Team on 0345 450 4600.
We work to the principles within the British Code of Advertising, Sales Promotion and Direct Marketing, which may be found on the website, www.cap.org.uk. We will assume that we have your permission to market our own equipment and services to you unless you tell us otherwise.
Terms and Conditions
When you subscribe to a service from Infinity Technology Solutions Limited, we will provide you with a copy of our Standard Terms and Conditions and the Supplementary Terms and Conditions that may apply to you (“Terms and Conditions”). You will be asked to sign a contract that is subject to the Terms and Conditions but should you go ahead and deal with us and accept supplies from us, we are entitled to treat the contract as made even where you have not yet signed it. If you have any questions, please phone our Customer Service Team on 0345 450 4600 . We may carry out a credit check as part of our assessment procedures. We may refuse to provide equipment and/or services if we have reason to believe fraud or illegality is involved. Our current Terms and Conditions of supply can be found on our website at www.infinitygroup.co.uk
Time to install
We aim to provide services as soon as possible after your original request, subject to the availability and installation of any equipment and, where applicable, lines and connections to your premises. If we need to carry out a survey of your premises or lay additional cabling additional time is likely to be needed and we will advise you of the revised timescales as soon as we can.
The minimum contract term for our services is 3 months and could be substantially longer depending on the terms that apply to your contract with us.
If you decide to cancel your order or agreement before we have provided the services, you may do so without charge within 7 days after your order is placed. After 7 days, you will lose your right to cancel and we will charge for any work that we have done or money that we have spent, together with such charges as are due for the minimum term. We may also charge you a fee of £500. After the minimum term you can cancel any service by writing to us giving us notice to: Infinity, The Coach House, Spencer Mews, Tunbridge Wells, Kent TN1 2PY or by email to: firstname.lastname@example.org, subject to all applicable Terms and Conditions, see www.infinitygroup.co.uk
Faults and repairs
Please call our Customer Service Team on 0345 450 4600 if you experience a fault with any of our services.
Compensation and refund policy
Applicable terms concerning refunds and compensation are set out in the Terms and Conditions, see www.infinitygroup.co.uk
If you’ve got a question about our prices or need information of our pricing structure, please contact our Customer Service Team on 0345 450 4600 .
We will write to you in advance if we change the pricing structure on your equipment and/or services.
We may bill you monthly, quarterly or annually. Equipment rental and service charges are usually billed in advance and call charges for the period that has just ended.
Payment will be collected either by direct debit, cheque or BACS. This is agreed at the start of your contract. If you wish to change your method of payment at any time, please contact our Customer Service Team.
We provide itemised bills free of charge as part of our service to you if you have requested us to do so.
You must pay your bill as soon as you receive it by making payment in full by the date shown on your bill. If you have difficulty paying your bill, please contact us as soon as possible on 0345 450 4600 and we will try to find alternative arrangements to resolve the difficulty. Please let us know if you are likely to be away for some time. We will do all we can to help our small business customers to manage their bills and avoid disconnection. Please refer to our Terms and Conditions for more information at www.infinitygroup.co.uk
If we are entitled to cut you off and do so, we won’t reconnect your service until we’ve got full payment of the amount you owe or until you have addressed the reason entitling us. We will also charge for reconnecting your line and you may have to pay a deposit or give us a guarantee as security for future payments.
If you don’t address the reason or make the outstanding payment entitling us to cut off your service, we will end your agreement with us. We may also charge you for all your services for the full term of your agreement together with the costs we incur recovering any debt from you.
If you are moving home or office
Please call our Customer Service Team on 0345 450 4600. In order that we have opportunity to arrange for you to have uninterrupted services, please ensure that you give plenty of notice to us of your proposed move. This can require up to 90 days’ notice before your move date. We will amend your account and billing arrangements as necessary.
Number porting (if applicable)
Infinity Technology Solutions Limited recognise that keeping your existing telephone numbers may be important to you. If you move we will endeavour to offer you the same telephone number to minimise disruption but we are unable to guarantee that this will be possible especially where you do not own the number/s or you have changed to a new local exchange area. We will work with you to ensure that the services are switched over at a convenient and appropriate time. For more information, please call our Customer Service Team on 0345 450 4600.
We take customer complaints very seriously and we aim to resolve them quickly and efficiently. If you have a complaint about any part of our service, please contact our Customer Service Team on 0345 450 4600. We will try to resolve your complaint quickly and efficiently, and to keep you informed at all times.
If we cannot settle a complaint to your satisfaction, our Customer Complaints Code will explain the further steps you may be able to take.
For more information, please ask us for a copy of our Customer Complaints Code or download it here.
Statement of social responsibility
We take the problem of nuisance calls and malicious communications very seriously. We tackle it by working closely with the police and others in the communications industry. If you have been a victim of this activity, please call the Customer Service Team on 0345 450 4600 to report the incident, and for information on how to deal with this situation.
Services for people with special needs
We are committed to helping all our customers to communicate easily. We offer the following additional services for customers who are older or who may have a disability, including:
- Larger Print Correspondence
- Large Button Telephones
- Accelerated Fault Response
Copies of this code are available in larger print.
Premium-rate services have dialling codes starting with 09xx, 0871 or 118 and are charged at a higher rate than normal calls. PhonepayPlus (part of Ofcom), regulates premium-rate services and publishes a code of practice to be followed by providers of premium-rate services. PhonepayPlus may be able to help you if you’ve a complaint about a premium-rate service and its contact details are given below.
We are registered with the Information Commissioner’s Office to hold information necessary to supply services to our customers. Our registration number on the Data Protection Register is ZA053138.
If requested by a court or other competent authority, we may provide information for example to assist in legal proceedings, to prevent and detect crime, and to prosecute offenders. We may also provide information to protect national security. In all cases, we’ll do this in accordance with the Data Protection Act 1998.
Unless required otherwise by law, we will not keep information any longer than we need to for the purposes for which it was collected or processed.
Ombudsman Services: Communications, PO Box 730, Warrington, WA4 6WU, email: email@example.com Tel: 0330 440 1614 Fax: 0330 440 1615.
Ofcom: Riverside House, 2a Southwark Bridge Road, London SE1 9HA. Tel: 020 7981 3000 (national rate) / 0300 123 3333 (local rate) www.ofcom.org.uk
PhonepayPlus Limited: (regulator of premium rate services) Clove Building, 25th Floor, 40 Bank Street, E14 5NR email: firstname.lastname@example.org . Tel: 020 7940 7474 / 0300 30 300 20.
ICO: Information Commissioner’s Office, Wycliffe House Water Lane, Wilmslow, Cheshire, SK9 5AF, email: email@example.com Tel: 01625 545 745 / 0303 123 1113.
With effect from 31st March 2016 Infinity Technology Solutions Limited has updated its contractual terms, its complaints policy and its code of practice in line with best practice, including revisions to the Ofcom General Regulations. The updated terms will apply to all new orders. If you are unsure whether these updates apply to you, please contact firstname.lastname@example.org for more information.