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CODE OF PRACTICE ON COMPLAINT HANDLING
Freedom To Surf ltd are one of the leading ISPs in the broadband revolution offering related Internet and Telephony services to businesses and home users alike.
As well as providing Broadband, Dial-Up and Telephony Services, Freedom To Surf ltd is a well established hosting company for domain names, websites and emails. We act as agents to register and renew domain names on our customer’s behalf. To complement this service we offer additional quality website and email hosting packages.
This Code of Practice is a guide to enable our residential and small business customers to understand how we provide and support our services. The Code of Practice is available via our website and a hard copy is also available on request.
Email Contacts for Enquiries relating to the following:
Technical Support:
For all Technical Support issues, please first check your secure login area and our technical faqs as most things can be done online
if it is not a fault, alternatively please log an issue.
Alternatively call on 0871 230 9311 option 3 or 0871 230 9312.
08:00 - 19:00 Monday to Friday
Sales Enquiries:
For information on our range of products and services please email us at:
sales@freedom2surf.net
Alternatively call on 0845 026 0238
Monday to Friday 9am - 6pm.
Online orders can be placed outside of these hours. Both 3 and 12 month contracts are available, however 3 month broadband services can only be ordered online.
Broadband Administration Enquiries:
Please contact the Broadband Administration department if you have any queries regarding the following:
If you have already placed an order or regrade and require an update.
If you are an existing customer and would like to amend your current phone number.
If you are a new or existing customer and require IP allocation.
For all Broadband Administration issues please log an issue.
Alternatively call on 0871 230 9311 selecting Option 2
09:00 - 17:30 Mon-Fri
Calls to 0871 numbers from a f2s voice package are charged at 5p per minute, standard calls are charged at 10p per minute and other landline and mobile call rates may vary.
Head office and postal address:
Freedom To Surf
1 Triangle Business Park
Stoke Mandeville
Buckinghamshire
HP22 5BL
England
Website Address:
www.freedom2surf.net
General Philosophy
To offer the most advanced and affordable Internet services
Range of Services
Freedom To Surf ltd offer a range of services listed below. All have an FAQ section that can be accessed by clicking on the link.
Customer Service
Potential customers may place orders via our online subscription process or by contacting our Sales Department and requesting a subscription form which may be returned to us via fax or post.
An email is sent to the customer on receipt of the subscription and if completed correctly we will commence processing the order. Updates on the progress of the order are emailed to the customer and can also be found in the Members Area.
On subscribing to a Service a suitable account name and password must be chosen, this should be recorded and kept in a safe place. A customer may manage their account by logging into the Members Area. The following is a list of tools available within the Members Area:
- New Services can be purchased within the Members Area this will ensure any new Services are assigned under the existing account name.
- If a Service is no longer required then it may be cancelled.
- Invoices may be viewed and printed if necessary.
- Payment Methods can be amended. Credit/Debit card details can be updated, deleted or a new one may be added. It is also possible to select to pay by direct debit.
- Contact Name and Address details can be added and amended. It is important to ensure the Purchase Contact email address is up to date as most correspondence is via this e-mail address.
- Usage Statistics for ADSL broadband services.
- Create and manage Webspace.
- Create and manage email accounts.
After Sales Service
Once the Service has been activated we provide technical support 9:30 – 17:30 Monday, Wednesday and Friday and 9:30 – 20:00 Tuesdays and Thursdays (excluding Public and Bank Holidays). Customers may call or email our Support Team if they are having difficulty using their Service. We will attempt to resolve any issues that are directly related to the Service we have provided but not if the problem is caused by the customers own hardware, software or cabling.
Communication with Customers
We communicate with our current customers via email. If we are not provided with an email address on receipt of a potential customers order then we will contact them either via the Contact Telephone number provided or via post but we would expect new customers to create and update their account with a Purchase Contact email address as soon as possible as future correspondence will be via email.
All potential and existing customers should ensure all contact details are kept up to date within the Members Area so that we may email important updates accordingly.
Any essential information relating to the customers Service will be emailed to the current Purchase Contact email address. The customer may amend and update their contact details at any time by logging into the Members Area.
Billing
Customers can choose to pay their bills in a number of different ways. These are as follows:
Direct Debit
Credit/Debit card
Cheque.
Payments are in advance except for WiFI Openzone Pay-As-You-Go, Telephony and Pay-As-You-Go Dial-Up Services. Most of our services can be paid monthly, quarterly or annually, although cheques are only accepted for annual payments.
Pay-As-You-Go Dial-Up Service is charged to the customers’ telephone bill by the associated Carrier. There is no set-up fee.
Our Current Telephony Services are for use alongside our Broadband Services i.e. VoIP – with VoIP Internet telephone calls are free.
WiFi Openzone Services are charged either via Pay-As-You-Go to the customers account or a WiFi voucher can be purchased in advance.
Billing procedure for ADSL, SDSL, Dial-Up, Domain, Email and Webhosting Services:
We advise customers of the start date for all these Services and the relevant account will be billed on this day and the same respective day of each billing period there after.
If the bill is paid by direct debit then we take the initial payment via credit, debit card or cheque on the date the Service commenced. The direct debits will commence on the 7th day of month in the next billing period (unless the 7th day of the month is a weekend in which case the direct debit will occur on the following weekday) and then again on each billing period thereafter.
For annual payments we will take the initial payment via credit/ debit card or cheque and will then invoice and try to take payment 4 weeks in advance of the renewal date the following year.
For all billing methods, if we have not received payment by the due date we will send an invoice and a reminder to the Purchase Contact email address and the account will be suspended seven days after the due date, except for unpaid annual hosting renewals when the account will be suspended 2 days after the due date but hosting could be adversely affected from the due date. If after five days from the due date, we still haven't heard from the customer we will send another reminder via email. If by the 7th day (except where hosting is concerned as the account is already suspended) we haven't received payment we will place the account under suspension. Accounts in suspension will affect all Services within the same account.
For ADSL and SDSL:-
If after an additional two weeks (from the date the Service was suspended) the account is still unpaid we will issue a non-payment cease, and email the customer again notifying them of the Termination Date due to non-payment. The customer will then have another 2 weeks to pay before the account is terminated permanently.
For annual payments we invoice and try to take payment 4 weeks in advance of the renewal date. If we have not received payment by the renewal date we will follow the same procedure as we do for monthly and quarterly services.
For Dial-Up Anytime:-
Services will automatically terminate without any further notice if payment remains unpaid after three weeks from the due date.
For Domain, Email and Webhosting:-
Services will automatically terminate without any further notice if invoice remains unpaid five weeks after the due date.
Minimum Contract Periods
Customers should refer to the Contract agreed to when subscribing to the Service purchased. However, the following is a guide to our standard Contract Periods.
ADSL: This depends on the ADSL Service chosen. Most ADSL Services have a minimum contract period of one month although if desired an Annual Contract can be selected. See our ADSL Terms & Conditions for details.
SDSL: One Year
Domain, Email and Webhosting: One Year
Dial-Up Anytime: One Month
Dial-Up Pay-As-You-Go: There is no Contract Period as this Service is charged (usually per minute) by the Carrier of the current phone line used to access this Service.
WiFi Hotspots: There is no Contract Period as this Service is paid by a voucher system in advance ( vouchers provide a fixed number of hours, weeks or months for a fixed price paid in advance) or charged per unit on a pay-as-you-go basis and is charged to the customers freedom2surf account.
Telephony/Audio Visual Services: These can be utilised alongside our Broadband Services. There is no minimum contract period.
Refund policy
All refunds are discretionary.
Cancellation of All Services
Customers may terminate their Service via the Members Area in accordance with their associated Terms and Conditions.
If the Members Area cannot be accessed then customers may send a signed fax or letter (to the above fax number or address) quoting the account name and Service to be terminated along with the desired termination date. On receipt of the termination request we will email confirmation of the earliest possible termination date.
Technical Support Services
If a customer is experiencing difficulty using the Service they have purchased then they may contact our Technical Support team via email or telephone. We will endeavour to resolve the issue to the best of our ability although we cannot be held responsible for malfunctioning services where the problem is caused by the customers own equipment or software, in such situations we will offer a small amount of advice to indicate the fault is not related to our Service but will not be able to support this issue.
Pricing
All our current pricing is available via the following links:
ADSL:
http://www.freedom2surf.net/adsl/homeuser.php
http://www.freedom2surf.net/adsl/businessuser.php
http://www.freedom2surf.net/adsl/prouser.php
SDSL:
http://www.freedom2surf.net/sdsl/
Dial-up:
http://www.freedom2surf.net/dialup/
Domain Names:
http://www.freedom2surf.net/domains/
Webhosting:
http://www.freedom2surf.net/webhosting/
Email:
http://www.freedom2surf.net/email/
Complaints Procedure
We strive to offer the best possible service, if however a problem should arise, we are on hand to help and resolve any issues. The first port of call is to contact the relevant department that relates to your complaint. If you are unhappy with the resolution offered then please ask to speak to a manager, if one is not available then it will be arranged for someone to contact you as soon as possible.
If you remain dissatisfied after speaking with a manager then please raise a formal complaint by writing to:
Freedom To Surf
Complaints Department
1 Triangle Business Park
Stoke Mandeville
Buckinghamshire
HP22 5BL
England
Please ensure you include your name, address, f2s account name and details of the Service your complaint relates to. Please provide details of the issue so we may assist with your complaint as quickly and efficiently as possible.
If we have been unable to resolve your complaint satisfactorily within 8 weeks of receipt by f2s then you may refer your complaint for independent review. f2s are members of the Communications and Internet Services Adjudication Scheme (CISAS) which is operated by the Chartered Institute of Arbitrators. CISAS will gather information from both you and f2s and review this information. CISAS will then make an independent decision based on the information provided.
You can contact CISAS at the following address:
CISAS
The Chartered Institute of Arbitrators
12 Bloomsbury Square
London
WC1A 2LP
http://www.arbitrators.org/cisas
f2s are members of CISAS through our parent company PIPEX Internet Limited
Acceptable Use Policy
Customers are required to use the Service in accordance with the Freedom To Surf Acceptable Use Policy (as available and amended from time to time).
Terms and Conditions
Freedom To Surf ltd customers are bound by the Terms and Conditions agreed to when purchasing any of our services and products. These can viewed via the following links:
http://www.freedom2surf.net/adsl/terms/
http://www.freedom2surf.net/sdsl/terms/
http://www.freedom2surf.net/domains/terms/
Review of Code of Practice
This Code of Practice will be reviewed and updated on a quarterly basis. It is available via our website and a hard copy is available on request. An audio copy maybe requested for special needs customers.
Additional Information
This Code has been approved by Ofcom for the purposes of section 2 of the Communications Act 2003. The Guidelines for producing codes of practice are on Ofcom’s Website:
http://www.ofcom.org.uk/advice/telecoms_ifc/codes/codes_of_pract/
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