Call Navigator™ Code of Practice for Complaint Handling

1. Who We Are

Call Navigator offers inbound and outbound communications services to businesses throughout the UK. 

 

2. The Code of Practice

Call Navigator aims to provide high levels of customer service and satisfaction. This Code of Practice gives an overview of our approach to customer services and the services we provide.

 

3. Our Services

Call Navigator specialises in communications services using voice over internet (VoIP) and sophisticated inbound call handling systems for all sizes of business. Call Navigator IP™ is a flexible service for all sizes of businesses which enables you to grow or change your telecoms set-up, across single or multiple sites, quickly and easily.

We also offer high quality broadband services and a range of handsets for our IP customers. Users can also choose from a range of inbound numbers including standard geographic, freephone, 0845, 0870, 0871, personal numbering and premium rate services.

We offer customers a range of advanced features, accessed via our control panel, so that companies can efficiently manage inbound and outbound calls and which provide all the functionality of an advanced PBX with the ease of on-line management.

For a full list of our services, please visit our website which can be found at www.callnavigatorip.co.uk or contact our Sales department (please see contact details below).

 
4. Customer Service

Customer satisfaction is the most important part of our business. We describe here our approach to our customers and the kind of customer services we offer. If you have any questions or need any further information, you are welcome to contact our Customer Service Department (please see contact details below).

4.1 Cancellation of Service and Minimum Contract Periods

The terms under which you can cancel your service will depend on the contract period you undertook when you commenced the service. Minimum contract periods vary depending on the type of service you are using and generally range from one month to one year. You should check your specific terms for details.
4.2    Price Tariffs

The price tariffs for Call Navigator can be found on our web site www.call-navigator.co.uk.  Price tariffs for Call Navigator IP and other services will be notified to you once we have accepted your purchase and are also available on application from our Sales department (please see contact details below).

4.3 Billing and Payment

We generally invoice our customers on a monthly basis for usage and recurring fees, with an interim bill being provided if an account exceeds a pre-set limit. For more detailed information, please contact Customer Services.

We accept payment by credit and debit card, or other methods by agreement.

We are able to provide itemised bills to customers who request this.

4.5 Refund Policy

The availability of refunds will depend on the type of service or product you have purchased. You should check your specific terms for details. Claims for refunds for connection fees and any other charges should be made to Customer Services.

4.4 Complaints

In the unfortunate event that you feel that you need to make a complaint about our service please call our Customer Services helpline on 0870 724 4000, which is open 8.30-5.30 Monday to Friday (excluding public holidays), or email to customerservices@callnavigatorip.co.uk. In most cases we will deal with your concern there and then.

If you would prefer to write to us instead, please address your letter to:

Call Navigator, PO Box 6679, Basingstoke RG24 4DX

If we cannot resolve your issue immediately, we will aim to resolve it (and provide you with a response) within one week.

If you are not happy with the way your complaint has been handled you can contact Customer Services and ask to speak to a Customer Services Supervisor.  If after having contacted the supervisor you are still not satisfied, you should ask for your complaint to be reviewed by the Head of Customer Services.

If we have not been able to resolve your complaint to your satisfaction we will send you a letter or e-mail confirming this. This communication is normally referred to as a “deadlock letter” and confirms that there is nothing more we can do with respect to your complaint.

When you have received the deadlock letter from us, or if more than 12 weeks has elapsed since making a complaint, you may wish to refer the complaint to the Telecommunications Ombudsman if you are a small business or residential customer.
Telecommunications Ombudsman
The Telecommunications Ombudsman (Otelo) is a free and independent service that deals with complaints by residential and small business customers against member telecommunications companies. Otelo is funded by its members, including Call Navigator. You will find the contact details for Otelo below.

 

5. Terms and Conditions

Our terms and conditions describe the general legal and contractual obligations between our customers and us. The details of the terms and conditions will vary from time to time and will depend on the kind of service purchased. These terms and conditions can be found on our website (www.callnavigatorip.co.uk).

 

6. Copy of Code of Practice

You can obtain a copy of this Code of Practice from our website (www.callnavigatorip.co.uk).
 

7. Additional Information

This Code has been approved by Ofcom for the purposes of section 52 of the Communications Act 2003.

 

8. Useful Contact Details

8.1 How to contact us

Call Navigator
PO Box 6679, Basingstoke RG24 4DX

Sales and General Contact
Phone: 08709 220 888
E-mail: sales@callnavigatorip.co.uk
Web: www.callnavigatorip.co.uk

Customer Services
Phone: 0870 724 4000 (8.30-6pm Mon-Fri excluding public holidays).
E-mail: customerservices@callnavigatorip.co.uk

8.2 Other Organisations

Office of the Telecommunications Ombudsman (Otelo)
PO Box 730, Warrington WA4 6WU

Phone: 0845 050 1614
Fax: 01925 430059
E-mail: enquiries@otelo.org.uk
Web: www.otelo.org.uk

Otelo resolves disputes between member operators and their residential and small business customers. Call Navigator is a member of Otelo.

 

The Independent Committee for the Supervision of Standards of Telephone Information Services (ICSTIS)
4th Floor, Clove Building, 4 Maguire Street, London SE12NQ

Phone:   020 7940 7474
Fax: 020 7940 7456

ICSTIS regulates Premium Rate Services (including numbers commencing with 09).

 

Office of Communications (Ofcom)
Ofcom Contact Centre, Riverside House, 2a Southwark Bridge Road, London SE19HA

Phone: 020 7981 3040
E-mail: contact@ofcom.org.uk
Web: www.ofcom.org.uk

Ofcom is the main regulator for the UK telecommunications industry.

Effective date: 16th May 2006

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