COP for Complaint Handling

1. About Us

Invictanet provides shared, managed and co-located hosting solutions for Internet and Intranet requirements of businesses of all sizes. Services also include Internet connections such as leased lines, ADSL/VDSL and wireless internet connectivity. Our portfolio also includes domain name registration, email including on-line Exchange server, anti virus/spam checking, web hosting with e-commerce and database solutions, PC Backup, Voice over IP, Leased Cost Routing and the supply of telephone lines.

 

Invictanet is also a Nominet, Joker and CentralNic accredited domain provider.

 

Customer Focus

All Invictanet services are backed up by a world-class customer service with team members who deeply believe in the philosophy of putting the customers needs first. Wherever or whoever you are, we will guarantee our prompt, friendly and professional service to make sure you find the solution that suits you the most.

 

2. The purpose of the Code

The purpose of this Code of Practice is to provide full information about your relationship with us.

 

3. Contact details

Our main Head office address is: –

Glendale House
Aldington Frith
Ashford
Kent
TN25 7HH

Tel: 0333 101 4400
VoIP: 6000@sip.invictanet.com
Fax: 0871 703 2665

Web: www.invicta.net

E-mail: enquiries@invictanet.com

 

Invictanet is regulated by OFCOM (http://www.ofcom.org.uk/) whose contact details are as follows:

Ofcom Contact Centre
Riverside House
2a Southwark Bridge Road
London
SE1 9HA

Tel: 0845 456 3000 or 020 7981 3040
Fax: 0845 456 3333
E-mail: contact@ofcom.org.uk

ofcom


We are members of the Ombudsman Service which provide dispute resolution for the communications, energy, property and copyright licensing industries.

Ombudsman Services
The Brew House
Wilderspool Park
Greenall’s Avenue
Warrington
WA4 6HL

Tel: 0330 440 1614

ombudsman


E-mail: enquiries@ombudsman-services.org

Web: http://www.ombudsman-services.org

 

 

4. General philosophy

Invictanet’s aim is to provide first class service at all times and treat our customers as fairly as is possible.

 

5. Range of services

You will find full descriptions of all the products and services available from Invictanet at: https://www.invicta.net. If you have any specific queries please contact info@invictanet.com or 0333 101 4400 who will be happy to answer any query.

 

6. Customer Services

6.1. Customer Service
Our Customer Services contact number is 0333 101 4400 and their e-mail address is customerservices@invictanet.com.

6.2. Ordering Products and Services

Our partners can order our services by e-mail, however generally it is better to have direct contact with our sales team. For ordering and pricing information, our contact number is 0333 101 4400.

6.3. Charges

Customers can contact our Accounts or Sales teams to retrieve this information. The following payment methods are accepted: Cheque, BACS transfer, Standing Order and Direct Debit payments. Cash payments are not accepted. Full itemisation is available on invoices.

All products and services are made as a single supply; your account may be suspended or closed if any sum due for a product or service is unpaid or is in arrears.

6.4. Faults

Although we attempt to provide all customers with the best possible service, we cannot guarantee that products and services will be free from fault. However, we will correct all reported faults as soon as we reasonably can.

If there is a fault with your service, you should report it as soon as possible by telephoning 0333 101 4400 or e-mailing us at support@invictanet.com. Where applicable, information about the target time to fix faults is covered in the Service Level Agreement for the product in question.

6.5. Complaints

All complaints should be sent by fax to 0871 703 2665, or e-mail to complaints@invictanet.com, with a subject line of ‘Complaint’. This will be passed to the Customer Services Manager who will log on your account that a complaint has been made and respond by E-mail and/or Telephone within one working day. In the event that a dispute cannot be resolved through the normal complaints procedure, it will be passed to a Company Director who will contact the complainant to discuss the matter further.

 

An unresolved complaint may be referred to the Ombudsman Service if twelve weeks has passed since it was first made, or if Invictawiz have sent the complainant a letter saying that the issue has reached ‘deadlock‘.

 

We are registered with the Ombudsman Service and abide by their dispute resolution process as detailed at http://www.ombudsman-services.org/.

 

The Ombudsman Service is an independent Ombudsman whose task is to investigate complaints fairly. They listen to both sides of the story and look at the facts. If your complaint is justified, the Ombudsman will consider whether Invictawiz must take any action to put things right for you. The Telecommunications Ombudsman is the person who decides what action should be taken when you and Invictawiz can’t agree and Invictawiz have undertaken to honour the Ombudsman’s decision.

 

6.6. Terminating contracts

We reserve the right to disconnect or suspend services in accordance with our terms and conditions, which can be found at https://www.invicta.net.

Customers have the ability to cancel services and may notify us of service cancellation in writing (fax/letter). Minimum term details and notification periods can be found in our terms and conditions at (https://www.invicta.net/), however as a guide, if a broadband service has a paid activation, then the minimum term is one month. If Invictanet provide the activation free of charge, the minimum term is one year. For all other services, the contract term is determined by the payment period, i.e. if the service is paid annually then the contract is for an annual period.

 

6.7 Cancellation of contracts

To cancel a service and move a domain name to another provider, we would require confirmation of this by fax on headed paper to 0871 703 2665. All other cancellations would be accepted by E-mail. Refunds will be provided at the discretion of a Company Director.

 

7. Your rights/obligations

General terms and conditions can be found at https://www.invicta.net. You can find details on how we handle Data Protection in our terms and conditions (see above).

 

8. Communication with customers

Details on how we communicate with customers can be found in our terms and conditions. Invictanet adheres to marketing / sales guidance dictated by OFCOM (contact details above). We will make all legal documents available (including this Code of Practice) via the Web, in hard-copy paper format on request, and we will cater for special needs requirements on request. We will endeavour to use plain English wherever possible.

 

9. Social Responsibility

Provision for the protection or support of, and protection or support for, vulnerable groups – e.g. minors, disabled and elderly consumers – and our policy regarding malicious calls, is covered in our Acceptable Use Policy which can be found at: https://www.invicta.net.

 

10. Approval and Review of Code(s)

The code will be reviewed on a regular basis in accordance with OFCOM requirements.