Code of Practice

Introduction to our company and services

Telefast is well-renowned as one of the leading UK-based telecommunication service providers to small and mid-scale industries. Our dynamic team of experts outshines in offering client-specific essential services at affordable rates. From broadband to lowest line rentals, VoIP to fiber and mobile, you simply won’t get any affordable or superior plans anywhere else. Renowned as a one-stop-platform for business telecom solutions, Telefast has the latest techniques to ensure your maximum savings with just a month’s contract to all our clients. We are well-versed to provide reliable network coverage and specialization to operate on a comprehensive network throughout the United Kingdom

Purpose of this code of practice

This Code informs you about our products, services, and customer care policies. This Code of
Practice is published on our website www.telefast.co.uk. Additional copies are available on request and free of charge to any domestic and small business customers. It is also available in larger print.

How to contact us

Please contact our Customer Service Team.

•  By phone: 0333 358 2525 (9.00 am until 6.00 pm Monday-Friday)
•  By email: support@telefast.co.uk
•  By Post: Telefast Services Limited, Fairgate House, 205 Kings Road, Birmingham West Midlands B11 2AA
•  Or via our website www.telefast.co.uk

Our commitment to you

We are committed to giving you the highest quality of customer service. When we purchase
our services from wholesale providers, we choose those providers carefully to ensure that you get a high-quality service. We make every reasonable effort to supply services that satisfy your requirements. We work to all relevant laws and regulations.

Our products and services

• Landline calls
• CPS-Carrier Pre-Selection
• WLR -Wholesale Line Rental
• Broadband access (standard ADSL and fibre to the cabinet)
• Mobile Services

For more details on any of our products and services, or to place an order immediately, please contact our Customer Service Team on Customer service: 0333 358 2525.

Terms and conditions

When you subscribe to a service from Telefast Services LTD, we will send you our Standard Terms
and Conditions. If you have any questions, please phone our Customer Service Team on Customer service: 0333 358 2525. We may carry out a credit check as part of our assessment procedures.
Where applicable, the minimum contract term for our services is 24 or 36 months. You will be
notified of the length of the contract when you sign up for our services and it will also be set out in your welcome letter. We aim to provide services within fourteen working days of your original request, subject to the availability and installation of any equipment and, where appropriate lines
to your premises. If we need to carry out a survey of your premises or lay additional cabling, we will advise you of the revised timescales as soon as we can.

Cancellation

After your service has gone live with us, should you wish to terminate your contract within the
minimum term of 24 or 36 months (as applicable) we will charge a fee as set out in your contract. After the minimum term you can cancel any service by calling our Customer Service Helpdesk on giving us 30 days’ notice.

Faults and repairs

Please call our Customer Services Team on Customer service: 0333 358 2525 if you experience a fault with any of our services. We aim to have this investigated and repaired within three working days.
Where there has been a prolonged failure or interruption to our service which is the fault of
TELEFAST SERVICES LTD, we will only pay compensation which equates to a refund of our line rental charges or package charges (as applicable) for the period the service was unavailable to you.
The payment of such compensation is entirely at the discretion of TELEFAST SERVICES LTD and will be considered on a case by case basis.

Billing

We will bill you monthly.
You can choose to pay us via a range of options including credit card, cheque and direct debit.
These are agreed at the start of your contract. If you wish to change your method of payment at any time, please call our Customer Service Team on Customer service: 0333 358 2525.

We provide itemised bills as part of our service to you free of charge.
If you have difficulty paying your bill, please contact us on Customer service: 0333 358 2525 and we will try to arrange a different method of payment. We will do all we can to help our residential and small business customers to manage their bills and avoid disconnection. Please refer to TELEFAST SERVICE LTD’s company terms and conditions.

If you are moving home or office

Please call our Customer Service Team on Customer service: 0333 358 2525 no later than 30 days before your move date. We will amend your account and billing requirements as necessary. We will endeavour to offer you the same telephone number to minimise disruption but please note that for geographic numbers this is not always possible.

Number porting

TELEFAST SERVICES LTD recognise that keeping your existing telephone numbers may be important to you. If you move your business to us and wish to keep the number that you have with your old provider, we will arrange it if you ask us. 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 Customer service: 0333 358 2525.

Directory entries

You are entitled to a directory listing (including an entry in the phone book) for both your fixed
and mobile telephone numbers. If you do want your details included, please contact our customer service team on Customer service: 0333 358 2525.

Complaints

We make every effort to ensure that our customers are happy with the level of service, and the
products and service they receive from us. However, despite our best efforts, things can go wrong. We take customer complaints very seriously and 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 Customer service: 0333 358 2525. Our advisors will ask you about your complaint and seek to
resolve the problem while you are on the line. During any discussions we will protect the privacy of the information that we hold on you. To do this we may have to ask you questions to confirm that we are speaking to the right person.
You may also send your complaint to us in writing at Telefast Services Limited, Fairgate House, 205 Kings Road, Birmingham West Midlands B11 2AA
We will try to resolve your complaint quickly and efficiently and to keep you informed at all times. If your complaint is not resolved to your satisfaction, you can take it further within our company, and ultimately to the Chief Executive Officer at the above address. If we cannot resolve the problem, we will write to you to say so.
If you remain unhappy and wish to pursue your complaint further, if your complaint has been outstanding for more than 8 weeks or you have received a letter from us saying that your
complaint has reached “deadlock”, then you may ask for help from Ombudsman Services PO Box 730 Warrington, Cheshire, WA4 6WU – Tel: 0330 440 1614 – email: osenquiries@os-
communications.org Website: www.ombudsman-services.org/sectors/communications.
Ombudsman Services is an independent organisation which is approved by Ofcom to provide
an alternative dispute resolution (ADR) service. Ofcom-approved ADR services sort out disputes
between communications providers and their consumer and small business customers. Their job is to investigate complaints fairly by listening to both sides of the story. They look at the facts given to them before recommending any action that may be needed to put things right.