InternetTY Customer Complaints Code

1. Our commitment to you

At InternetTY, we aim to provide a high standard of service and customer support. If you are unhappy with any aspect of our Services or the way we have dealt with you, we want you to tell us so that we have the opportunity to investigate the matter, put things right where appropriate and use your feedback to help improve our Services.

This Customer Complaints Code applies to InternetTY customers and Services to which our applicable complaints-handling obligations apply.

InternetTY Ltd is a provider of electronic communications services regulated by Ofcom. We handle complaints in accordance with our applicable obligations under Ofcom General Condition C4 and the Ofcom Approved Complaints Code of Practice for Customer Service and Complaints Handling.

InternetTY is also a member of the Internet Service Providers Association (ISPA).

This Code explains how you can make a complaint, how we will investigate it, how we will keep you informed and what you can do if we are unable to resolve your complaint to your satisfaction.

2. How to make a complaint

If you are unhappy with any aspect of your InternetTY Service or your experience with us, please contact our Customer Experience Team as soon as reasonably possible.

You can make a complaint by:

Telephone: 0333 102 0000

Email: team@internetty.uk

Post:
Customer Services
InternetTY Ltd
Unit 1E, Harrier Road
Barton upon Humber
North Lincolnshire
DN18 5RP

You can also initially contact us through our live chat service.

Our Customer Experience Team will try to understand the issue and, wherever possible, resolve your complaint during your initial contact.

A complaint made to us by telephone is still a complaint. You do not have to make a complaint in writing before we will recognise or record it.

3. Where we cannot resolve your complaint during your initial contact

Where we are unable to reach a satisfactory resolution with you during your initial telephone or live chat contact, we will normally ask you to formalise the details of your complaint in writing by email or post.

This helps ensure that both you and InternetTY have a clear record of:

• the matters you are unhappy about;
• the circumstances surrounding your complaint;
• anything you believe remains unresolved; and
• the outcome or resolution you are seeking.

You can provide this information by:

Email: team@internetty.uk

or by post to:

Customer Services
InternetTY Ltd
Unit 1E, Harrier Road
Barton upon Humber
North Lincolnshire
DN18 5RP

If you initially make your complaint by email, you do not need to submit it again.

Asking you to provide further details in writing does not change or reset the date on which your complaint was first received by InternetTY.

If you are unable to provide your complaint in writing because of a disability, accessibility requirement, communication difficulty or other relevant circumstance, please tell us. We will provide reasonable assistance or an appropriate alternative method of progressing your complaint.

4. Information that will help us investigate

To help us investigate your complaint effectively, please provide as much relevant information as reasonably possible, including:

• your full name;
• your Service or account address;
• your preferred contact details;
• the date the issue began or occurred;
• a clear description of your complaint;
• details of any previous contact you have had with us about the matter;
• relevant dates, times, reference numbers or correspondence;
• any supporting information or evidence; and
• what you would consider to be an appropriate resolution.

If we need additional information or evidence to investigate your complaint, we will contact you and explain what we require.

5. What happens when we receive your complaint

We will record your complaint and take prompt and active steps to investigate it with a view to resolving it to your satisfaction.

We will explain the process we intend to follow and the timeframe in which we will endeavour to investigate your complaint.

Depending on the nature of your complaint, our investigation may include reviewing:

• your account and Service information;
• billing and payment records;
• previous correspondence;
• telephone or live-chat records where available;
• technical and connection information;
• fault and support history;
• installation or engineer records;
• information provided by a relevant network operator, wholesale provider, supplier or contractor; and
• information or evidence provided by you.

We will continue to take appropriate steps to progress your complaint until it has been resolved or otherwise closed in accordance with this Code and our applicable regulatory obligations.

6. Third-party networks and suppliers

Some InternetTY Services depend upon third-party network operators, wholesale providers, suppliers or contractors.

Where your complaint relates to something which requires investigation or action by another organisation, we may need to refer all or part of the matter to that organisation.

Their operating hours, investigation procedures, response times and engineering availability may be outside InternetTY's direct control.

Where third-party involvement materially affects the progress of your complaint, we will keep you reasonably informed.

7. Technical complaints and engineer visits

Where your complaint concerns a technical issue, we may ask you to complete reasonable troubleshooting or testing to help us identify the cause.

This may include checking equipment or cabling, restarting equipment, carrying out connection tests or temporarily disconnecting third-party equipment.

Where an engineer visit is required, the appointment may be carried out by InternetTY, a network operator, supplier or authorised contractor and will be subject to the applicable organisation's availability and procedures.

We do not guarantee an engineer attendance or repair within a particular period unless a specific Service Level Agreement or contractual commitment applicable to your Service provides otherwise.

8. Keeping you informed

Where your complaint cannot be resolved immediately, we will aim to keep you reasonably informed about its progress.

If we need further information from you, we will explain what we require and why it is relevant.

A delay in receiving information or cooperation reasonably required from you may affect how quickly we can progress the investigation.

We will promptly tell you the outcome of our investigation when it has been completed.

9. The outcome of your complaint

Once we have investigated your complaint, we will explain our findings and any action we propose to take.

Depending on the circumstances, this may include:

• correcting an error;
• providing further information or an explanation;
• taking action to resolve a Service issue;
• correcting an account or billing issue;
• applying an appropriate credit, refund or other remedy where due;
• referring an issue to the relevant network operator, supplier or third party; or
• explaining why we do not uphold all or part of your complaint.

When we tell you the outcome, we will also tell you how to let us know if you remain dissatisfied and provide or signpost you to information about this Customer Complaints Code and our Alternative Dispute Resolution provider.

If you request the outcome in a durable format, we will provide it in an appropriate durable medium in accordance with our applicable regulatory obligations.

10. If you remain dissatisfied

If you do not believe our proposed outcome resolves your complaint, please tell us.

We will consider the reasons you remain dissatisfied and whether there are further reasonable steps we can take which could produce a different outcome.

Where we have completed our investigation, you have told us that the proposed outcome does not resolve your complaint to your satisfaction, and we do not intend to take further steps which would produce a different outcome, the complaint will have reached deadlock.

We will then issue the appropriate Alternative Dispute Resolution information to you.

11. Alternative Dispute Resolution and deadlock

InternetTY is a member of an Ofcom-approved Alternative Dispute Resolution (“ADR”) scheme.

Our current ADR provider is the Communications Ombudsman.

ADR is independent of InternetTY and is available free of charge to eligible customers.

You may be entitled to take an unresolved complaint to the Communications Ombudsman:

• where six weeks have passed since the complaint was first received by InternetTY and it remains unresolved; or
• sooner where the complaint has reached deadlock and we issue you with an ADR/deadlock letter.

Where a complaint reaches deadlock before six weeks, we will not require you to wait until the six-week period expires before providing access to ADR where our regulatory obligations require us to issue an ADR letter.

An ADR/deadlock letter will explain that the complaint has not been resolved to your satisfaction and provide details of the independent ADR scheme available to you.

Current ADR contact details are:

Communications Ombudsman
PO Box 730
Warrington
WA4 6WU

Current contact details and information about submitting a complaint to the Communications Ombudsman are available through its published customer information.

ADR arrangements, contact details and regulatory timescales may be updated from time to time. We will provide the information required under the applicable rules at the relevant time.

12. When we consider a complaint resolved

A complaint will normally be treated as resolved where you expressly agree that it has been resolved to your satisfaction.

Where we tell you the outcome of our investigation and you do not tell us within 28 days that you consider the complaint remains unresolved, we may consider the complaint resolved, where permitted under the applicable Ofcom complaints-handling rules.

When providing our outcome, we will tell you about this 28-day period and provide or signpost you to the applicable complaints and ADR information.

A complaint may otherwise only be closed in circumstances permitted under our applicable complaints-handling obligations, including following the issue of an ADR letter or where it is reasonable to consider a complaint frivolous or vexatious.

13. Residential, Business and Commercial Services

This Customer Complaints Code explains InternetTY's general complaints-handling process.

The contractual Service Levels and remedies associated with different InternetTY Services may vary.

Some Business or Commercial Services may include specific arrangements concerning fault handling, repair targets, Service Level Agreements, escalation procedures, service credits or other remedies.

Where those provisions form part of your Agreement, they will continue to apply in accordance with the terms of the Service you purchased.

Nothing in this Customer Complaints Code creates or extends a Service Level Agreement, guaranteed repair time, compensation entitlement, service credit or other contractual remedy which is not included with your Service.

Using a Residential Service for home working, remote working or business purposes does not convert that Service into a Business Service and does not give you Business Service Levels or remedies.

14. Accessibility and additional needs

Our complaints-handling procedures are intended to be accessible to customers with disabilities and customers whose circumstances may make them vulnerable.

If you have a disability, accessibility requirement, communication difficulty or other circumstance which affects your ability to make or progress a complaint, please tell us.

We will take reasonable steps to provide appropriate assistance and an appropriate method of communication.

We can also deal with an authorised third party acting on your behalf, subject to appropriate authority and identity checks.

A copy of this Customer Complaints Code can be provided free of charge on reasonable request and, where required, in an alternative format appropriate to your reasonable needs.

15. Ofcom

Ofcom is the UK's communications regulator.

InternetTY is required to comply with applicable regulatory requirements relating to complaints handling, including General Condition C4 and the Ofcom Approved Complaints Code of Practice for Customer Service and Complaints Handling.

Ofcom does not normally investigate or resolve individual disputes between customers and communications providers. Individual unresolved complaints should normally follow InternetTY's complaints process and, where eligible, the applicable ADR process.

Customers may nevertheless report concerns to Ofcom. Information received from customers can assist Ofcom in identifying wider industry issues and carrying out its regulatory and enforcement functions.

16. Contacting us

You can make a complaint by:

Telephone:
0333 102 0000

Email:
team@internetty.uk

Post:
Customer Services
InternetTY Ltd
Unit 1E, Harrier Road
Barton upon Humber
North Lincolnshire
DN18 5RP

You can also contact our Customer Experience Team through live chat via the InternetTY website.

Our contact details and opening hours may be updated from time to time. Current information will be made available through our usual customer contact channels.

17. Keeping this Code available and up to date

This Customer Complaints Code will be kept up to date and made readily available to customers.

It will be available through the InternetTY website and will be referred to or signposted from the terms and conditions of relevant InternetTY products and Services.

A copy will be provided free of charge on reasonable request.

We may update this Code from time to time to reflect changes to our Services, contact arrangements, regulatory requirements, ADR arrangements or complaints-handling processes.

Any update to this Code does not remove or restrict any statutory or regulatory rights which apply to you.