Customer Complaints Code of Practice

1. Pipex Internet– Background
   Pipex Internet Limited is a company registered in England (Company number 4063120).
   Pipex Internet is part of the Tiscali group of companies. The Broadband and Voice Division of Pipex Communications Group were acquired by Tiscali U.K. Holdings in July 2007.
   Although we have changed ownership, the current business remains unaffected and continues its focus on the provision of quality broadband and residential telephone services.
2. Purpose of this Code of Practice
   At Pipex Internet we pride ourselves on our standard of service, however despite our best endeavours we may occasionally get it wrong. If you’re unhappy with the service you’ve received, please tell us and we will do all we can to resolve the matter quickly and satisfactorily. This code is to inform the customer of our internal complaints procedure and what further steps are available if you believe your complaint has not been dealt with satisfactorily.
3. Internal Complaints Procedure
   Contact our Customer Care team by calling 0871 222 5550. We will always try to resolve the matter during your first telephone call but if we can’t; we will give you an approximate timescale and return your call.
   If you’re not satisfied with the way we’ve handled your complaint, please ask to speak to the manager of the customer services team.
   If you feel your complaint has not been resolved and you remain unhappy you can ask to speak to our Customer Relations Department who will review your case and provide you with a unique reference number to quote in all your contacts.
   Although we would prefer to resolve your issue at the earliest opportunity you can also contact us by:
   • Emailing us at customerservices@pipex.net
   • Writing to us quoting your account number and a summary of the issues you have experienced at the following address:
     Customer Relations
     Pipex Internet Ltd
     4 Falcon Gate
     Shire Park
     Welwyn Garden City
     Hertfordshire
     AL7 1TW
4. Alternative Dispute Resolution Arrangements
   We hope it won't come to this but if, after speaking to the Customer Relations Department, you are still unsatisfied with our response and we have written to you with our final position (known as 'deadlock') or we have not resolved your concerns within 12 weeks, you will be able to contact an independent arbitrator.
   Pipex Internet are members of the Communications and Internet Services Adjudication Scheme (CISAS) which is operated by the Chartered Institute of Arbitrators. CISAS is an OFCOM (Office of Communications) approved arbitrator. CISAS can review your complaint independently and their final decision will always be honoured by Pipex Internet.
   The service provided by CISAS is free and is a straightforward and fast alternative to legal action. The Arbitrator will encourage you to use our complaints resolution process and may refer you back to Pipex Internet if they feel that all avenues have not been explored.
   In the event of us writing to you with a 'deadlock', you must decide within 6 months if you wish to refer the issue to CISAS.
   CISAS will investigate complaints that we cannot resolve to your satisfaction – they will listen to both sides of the story and to the facts. They can be contacted at -
   CISAS
   24 Angel Gate
   City Road
   London EC1V 2PT
   Email: info@cisas.org.uk
   Tel: 020 7520 3827
   Fax: 020 7520 3829
   
   If you would like further information on the role of the Arbitrator, please contact us directly or you can visit their website, http://www.arbitrators.org/cisas.
5. Complaints about this Code
   If you believe we have failed to meet our commitments regarding our complaint handling activities, please contact
   Lee Jones
   Head of Legal
   Pipex Communications
   Christie Fields
   Derwent Avenue
   Christie Fields
   Manchester
   M21 7QA
6. Disclaimer
   Pipex Internet takes every care to ensure that the content of this document is correct at the date of publication, but accepts no liability for any error or omission therein. Pipex Internet products and services are continually under development, and for this reason published information may sometimes not be fully up to date.
   Please therefore check the latest situation by visiting our web site at www.pipex.co.uk

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