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Code of Practice

Including our Basic Code of Practice

Number Supermarket Ltd Basic Code of Practice on for Domestic and/or Small Business Customers

Introduction to our company and services

Number Supermarket Ltd delivers communications services to domestic and business. While we may not provide all the component parts of our services ourselves, we do take responsibility for the services delivered to you. So we will liaise with our suppliers to ensure that any problems with their services are resolved promptly.

Purpose of this Code of Practice

This code informs you about our products, services, customer-care policies and where to find information about our charges and terms and conditions. This Code of Practice is published on our website at https://www.numbersupermarket.co.uk. Additional copies are available on request and free of charge to any domestic and small business customer. It is also available in alternative formats.

How to contact us

Please contact our Customer Service Team

By phone: 0330 33 20 400
By email: support@numbersupermarket.co.uk
By letter: Customer Service Manager, Number Supermarket Ltd, Suite 3FF, Station House, Stamford New Road, WA141EP

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
  • Fax to Email – Number Supermarket Ltd
  • Landline calls – Number Supermarket Ltd
  • CPS – Carrier Pre-Selection – Number Supermarket Ltd
  • WLR – Wholesale Line Rental – Number Supermarket Ltd
  • Non-geographic telephone numbers – Number Supermarket Ltd
  • VoIP & IP telephony services – Number Supermarket Ltd
  • Intelligent Call Routing – Number Supermarket Ltd

For more details on any of our products and services, or to place an order immediately, please contact our Customer Service Team on 0330 33 20 400

Marketing

We work to the principles in the British Code of Advertising, Sales Promotion and Direct Marketing, which are set out on the website www.cap.org.uk

Terms and conditions

When you subscribe to a service from Number Supermarket Ltd, either via the internet or by contacting our telesales team, you will be asked to agree to our Customer Agreement which is available on 0330 33 20 400 or at https://www.numbersupermarket.co.uk. If you have any questions, please contact our Customer Service Team on 020 3070 2999. We may carry out a credit check as part of our assessment procedures.

Our contract for the Number Supermarket service has no minimum term. We aim to provide services within the same day.

Cancellation

If you decide to cancel your order or agreement before we have provided the services, you may do so without charge within ten working days after your order is placed. You can cancel any service by calling our Customer Service Helpdesk on 0330 33 20 400.

Faults and repairs

Please call our Customer Service Team on 0330 33 20 400  if you experience a fault with any of our services. We aim to have this investigated and repaired on the same day (depending on the nature of the fault).

Compensation and refund policy

Our policy is to assess each claim on a case by case basis. We aim to investigate any claims and respond within 5 working days. Any refunds that are due will be credited to the next month’s invoice.

Price lists

Our pricing structure is available from our Customer Service Team on 0330 33 20 400 and via our website. We will write to you in advance if we change the pricing structure on your products and services.

Billing

We will bill you monthly or annually depending on the subscription option you have chosen.

You can choose to pay us via a range of options including credit/debit card, direct debit and electronic funds transfer. 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.

We provide itemised bills/airtime at flat rate as part of our service to you.

If you have difficulty paying your bill, please contact us on 0330 33 20 400 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.

If you are moving home or office

Please call our Customer Service Team on 0330 33 20 400 no later than 10 days before your move date. We will amend your account and billing requirements as necessary.

Number porting

Number Supermarket Ltd recognises 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 0330 33 20 400.

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.

Our Code of Practice on Complaint Handling and Dispute Resolution explains how customers can complain. The code also provides information on how we deal with complaints and your right to take unresolved complaints to Alternative Dispute Resolution. You can find a copy of our Complaints Code on our website at https://www.numbersupermarket.co.uk. Alternatively, copies are available free of charge and on request from our Customer Service Team on 0330 33 20 400.

Nuisance calls

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 0330 33 20 400 to report the incident and for information on how to deal with it.

Services for people with special needs

We are committed to helping all our customers to communicate easily. We offer the following additional services on request for customers who are older or who may have a disability, including:

  • Copies of bills in large print, on computer disc for customers who have difficulty reading their bill

Copies of this Code are available in larger print and other formats on request

Data protection

We comply fully with our obligations under the Data Protection Act 1998 and are members of the ICO.

Useful addresses
The Ombudsman Services – Communications (formerly Otelo)
  • PO Box 730, Warrington, Cheshire, WA4 6WU. Tel: 01925 430870 or 0845 050 1614 email: enquiries@otelo.org.uk Website: www.otelo.org.uk
Cisas
  • 24 Angel Gate, City Road, London EC1V 2PT, Tel: 0845 1308 170 or 0207 520 3827 e-mail: info@cisas.org.uk Website: www.cisas.org.uk
Ofcom
  • Riverside House, 2a Southwark Bridge Road, London SE1 9HA. Tel: 020 7981 3040 or 0300 123 3333 email: contact@ofcom.org.uk Website: www.ofcom.org.uk
PhonepayPlus (formerly Icstis)
  • Clove Building, 4 Maguire Street, London, SE1 2NQ. Tel: 0800 500 212 or 020 7940 7474 Website: www.phonepayplus.org.uk email info@phonepayplus.org.uk
Telephone Preference Service
  • DMA House, 70 Margaret Street, London W1W 8SS Tel: 0845 070 0707 Website: www.tpsonline.org.uk
Federation of Communication Services (FCS)
  • Burnhill Business Centre, Provident House, Burrell Row, Beckenham, Kent BR3 1AT. Tel: 020 8249 6363 email: fcs@fcs.org.uk Website: www.fcs.org.uk
This code has been licensed by The Federation of Communication Services Limited 2012 Licence number C-002810
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