Code of Practice Regarding Complaint Handling and Dispute Resolution
Cirrus IT Services (UK) Limited is a provider of communication services, supplying hosting, Internet and telecommunication solutions for residential and business customers across the UK.
The purpose of this code of practice
This guide has been developed to help you to understand the relationship you have as a customer of Cirrus IT Services (UK) Limited.
It will enable you to:
- Access summary details of our services
- Understand what you can expect from Cirrus IT Services (UK) Limited after you have made a purchase or registered for a service
- Contact details for alternative complaint bodies
- Find out how to contact us
This Code has been approved by Ofcom for the purposes of section 52 of the Communications Act 2003.
How to contact Cirrus IT Services (UK) Limited
Customer Services & Sales
| Phone | 03333 056 520 |
| Website | cirrusits.co.uk |
| support@cirrusits.co.uk |
Our Customer Services department is open Monday to Friday from 9am to 5:00pm.
We are closed on weekends and bank holidays.
Calls are charged at local rate.
Accounts
| Phone | 03333 056 520 |
| Website | cirrusits.co.uk |
| accounts@cirrusits.co.uk |
Our Accounts department is open Monday to Friday from 9am to 5:00pm.
We are closed on weekends and bank holidays.
Calls are charged at local rate.
Account Cancellations
To cancel your account please either call or email quoting your account username.
We will require all cancellation requests to be submitted as a written request in the form of an email or if you cannot access the Internet send the same details in a letter to our main office address shown.
| Phone | 03333 056 520 |
| support@cirrusits.co.uk | |
| Postal Address |
Cirrus IT Services (UK) Limited Bridgewater House Surrey Road Nelson Lancashire BB9 7TZ |
Most of Cirrus IT Services services do not have a minimum contract period but for those that do this will be stated in your contract and contract summary documents.
Some services take a little time to cancel, as they require us to work with special industry processes (such as SoGEA and other Openreach connected services).
When you cancel your service, we aim to advise you of the time period from us receiving your cancellation request to the time at which the service is withdrawn.
During this period, you remain liable for the costs of any services we provide.
Disconnections and cancellation of services
We reserve the right to suspend or cancel your service within the contracted timescales - for example, if you do not pay your bill.
Complaints
If you would like to register a complaint, here are a number of different ways you can contact us:
| Phone | 03333 056 520 |
| support@cirrusits.co.uk | |
| Postal Address |
Cirrus IT Services (UK) Limited Bridgewater House Surrey Road Nelson Lancashire BB9 7TZ |
What happens once we receive your complaint?
We will acknowledge all complaints received by letter, fax or e-mail within 24 working hours of receiving your complaint.
Dispute resolution
If we are unable to resolve your complaint satisfactorily, we will issue a ”deadlock” letter so that you may make a complaint through the Communications and Internet Services Adjudication Scheme (CISAS), an independent alternative dispute resolution scheme. We can provide you with details of this service. Alternatively, if more than three months has passed since you first made your complaint, please contact the ADR scheme directly.
Here are the details of how to contact CISAS:
| cisas@cedr.com | |
| Phone | +44 (0)20 7520 3814 |
| Postal Address | CISAS, Centre for Effective Dispute Resolution, 100 St. Paul's Churchyard, London, EC4M 8BU |
| Website | cedr.com/consumer/cisas |
Order processing
Services can be ordered online via our website, or simply by calling our customer services team on 03333 056 520
The time it takes to setup can vary depending on the service purchased.
We will aim to confirm all new orders by email within 4 hours during normal office hours (Monday – Friday 9am to 5:00pm, excluding bank holidays).
Pricing
Up-to-date prices for our products and services are always available by calling our customer services team on 03333 056 520.
Billing
We currently accept the following payment methods:
- Direct Debit (Service provided by GoCardless) - Preferred Method of Payment
- Credit / Debit Card
- BACS
Fault Repair
Faults can be reported around the clock via email at support@cirrusits.co.uk.
To report a fault to one of our representatives please call 03333 056 520 during office hours.
However unless otherwise stated in your service agreement, engineers only attend to faults in normal working hours (Monday – Friday 9am to 5:00pm, excluding bank holidays).
Faults can occur on our Network, or another operator’s network, as well as your own equipment.
If the fault is reported during normal working hours, we will try to establish the location of the fault. We may request that you carry out some simple checks to help us establish the cause of the fault. Repairing faults on our network is part of the maintenance cover we provide with our service. If the fault is not on our network then we may not be responsible for its repair.
We reserve the right to charge for any abortive work or visit arising from faults over which we have no control. Should an engineer need to visit your premises we will agree this with you.
Privacy
We take your privacy very seriously and we strictly follow the procedures laid down by the Data Protection Acts of 1984 and 1998 to protect all user information. Our Privacy Policy sets out the personal information we collect about you and describes how we may use that information. No customer information will be intentionally used or distributed outside of Cirrus IT Services (UK) Limited, and we have a strict policy of not selling customer details to outside marketing agencies without your permission to do so. Our privacy policy also contains details of how you can opt in and out of receiving our marketing information.
Access to our Code of Practice
Customers can access this code of practice from our website (cirrusits.co.uk/code-of-practice) or by requesting a copy to be posted or emailed to them.
General philosophy
Cirrus IT Services (UK) Limited is a private limited company offering advanced Internet communications for both the home and business user, whatever their needs.
This Code has been approved by Ofcom for the purposes of section 52 of the Communications Act 2003.
The code will be regularly reviewed in line with Ofcom's requirements.
We value all feedback from our services to this code of practice.
Please email you comments to support@cirrusits.co.uk
Contacting related organisations
CISAS, the (Communications & Internet Services Adjudication Scheme)
Centre for Effective Dispute Resolution,
100 St. Paul's Churchyard,
London
EC4M 8BU
Email: cisas@cedr.com
Phone: +44(0)207520 3814
Postal Address: CISAS,
Website: cedr.com/consumer/cisas
Office of Communications (Ofcom)
Ofcom Contact Centre
Riverside House
2a Southwark Bridge Road
London
SE1 9HA
Tel: 020 7981 3040
Fax: 020 7981 3334
Email: contact@ofcom.org.uk
Website: www.ofcom.org.uk