Code of Practice Regarding Complaint Handling

and Dispute Resolution

 

Ridgeworks IT Ltd 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 Ridgeworks IT. It will enable you to:

 

·       Access summary details of our services

·       Understand what you can expect from Ridgeworks IT  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 Ridgeworks IT Ltd

 

Customer Services & Sales

Phone

0113 216 6777

Website

www.ridgeworksit.com

Email

[email protected]

 

Our Customer Services department is open Monday to Friday from 8am to 6pm. We are closed on weekends and bank holidays. Calls are charged at local rate.

 

Accounts Department

Phone

0113 216 6777

Website

www.ridgeworksit.com

Email

[email protected]

 

Our Accounts department is open Monday to Friday from 8am to 6pm. 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: 0113 216 6777

Email: [email protected]

 

Ridgeworks IT LTD

375 Meanwood Road

Leeds

LS7 2LL

 

Most of Ridgeworks IT services do have a minimum contract. A summary of our service contract periods are:

 

·       Shared Hosting:              12 Months

·       Dedicated Servers:          12 Months

·       ADSL Internet:                12 Month

·       FTTC Internet:                18 Months

·       PSTN Line Rental:            12 Month or in line with Internet term

·       ISDN 2 Line Rental:         12/24/36 Months

·       ISDN 30 Line Rental:        12/24/36 Months

 

Some services take a little time to cancel, as they require us to work with special industry processes (such as ADSL). 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:

By Email: You can e-mail us your complaint via [email protected]

 

By Phone: You can contact the Customer Care team directly on 0113 216 6777 from 8am to 6pm. We are closed on weekends and bank holidays.

 

By Letter: If you prefer to put the complaint in writing, you can send it to the following address:

 

Ridgeworks IT LTD

375 Meanwood Road

Leeds

LS7 2LL

 

 

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 Otelo, 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.

 

The Ombudsman Services Limited: Communications

PO Box 730

Warrington

WA4 6WU

 

Phone: 0330 440 1614

Email: [email protected]

Website: www.os-communications.org

 

Order processing

 

All services can be ordered simply by emailing [email protected] or calling our sales team on 0113 216 6777. 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 8am to 6pm, excluding bank holidays).

 

Pricing

 

Up-to-date prices for our products and services are always available on our website (www.ridgeworksit.com) or by calling our sales team on 0113 216 6777.

 

Billing

 

We currently accept the following payment methods

 

·                Direct Debit (Preferred)

·                Credit / Debit Card

·                BACS

·                Cheque

 

Fault Repair

 

Faults can be reported around the clock via email at [email protected] To report a fault to one of our representatives please call 0113 216 6777 during office hours.  However unless otherwise stated in your service agreement, engineers only attend to faults in normal working hours (Monday – Friday 9am to 5:30pm, 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 IT Kept Simple Ltd, 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 or by requesting a copy to be posted or emailed to them.

 

Data Protection

 

We strictly follow the procedures laid down by the Data Protection Acts of 1984 and 1998 to protect all user information.

 

General philosophy

 

Ridgeworks IT LTD is a private limited company offering advanced Internet communications for both the home and business user, whatever their needs.

 

Our product range in very broad terms consists of:

 

·                Broadband (ADSL, FTTC, and leased line Internet connectivity)

·                Telecoms (Line rental and phone calls)

·                Hosting (shared and dedicated servers)

·                IT Support for Businesses and Home User

·                Photocopier Sales and Servicing

 

Customers of Ridgeworks IT LTD can take advantage of our world class technical support with emails answered in minutes and telephone calls answered in seconds. Through the automation of a control panel, a large number of customers can configure their packages at any time or day or night, anywhere in the world, without the need to ‘submit requests’ for an operations engineer to action the request for them, allowing us to concentrate on improving the service further and focusing on new projects.

 

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 [email protected]

 


Contacting related organisations

 

Office of Communications (Ofcom)

Ofcom Contact Centre

Riverside House

2a Southwark Bridge Road

London

SE1 9HA

Tel: 0330 123 3333 or 020 7981 3040

Fax: 020 7981 3334

Tectphone: 020 7981 3333

Email: [email protected]

Website: www.ofcom.org.uk

 

The Ombudsman Services Limited: Communications

PO Box 730

Warrington

WA4 6WU

Phone: 0330 440 1614

Email: [email protected]

Website: www.os-communications.org