CLARION COMMUNICATION MANAGEMENT LTD CODE OF PRACTICE


Including our Code of Practice for Premium Rate Services and NTS calls

Part 1 – Clarion Communication Management Ltd Code of Practice for Domestic and Small Business Customers

Introduction to our company and services

Clarion Communication Management Ltd is a company within the Clarion Group of Companies that delivers communications services to domestic and business customers. While we may not provide all the component parts of our services ourselves, we do take responsibility for the services delivered to you. So we will liaise with our suppliers to ensure that any problems with their services are resolved promptly.

Purpose of this Code of Practice

This code informs you about our products, services, customer-care policies and where to find information about our charges and terms and conditions. This Code of Practice is published on our website at www.clarioncomms.com. Additional copies are available on request and free of charge to any domestic and small business customer. It is also available in alternative formats, such as large print and braille.

How to contact us

Please contact our Customer Service Team
By phone: 0333 222 6633 From 8am until 6pm Monday-Friday.
Please call the appropriate number for your query below

  • Residential customers: 0333 222 6633
  • Small businesses: 0333 222 6633
  • Corporate accounts: 0333 222 6633

By email: customerservice@clarioncomms.com
By letter: Unit W01, Canalot Studios, 222 Kensal Road, London W10 5BN.
Website: www.clarioncomms.com

Our commitment to you

We are committed to giving you the highest quality of customer service. When we purchase our services from wholesale providers, we choose those providers carefully to ensure that you get a high-quality service. We make every reasonable effort to supply services that satisfy your requirements. We work to all relevant laws and regulations.

Our products and services

  • Landline telephones
  • Landline calls
  • CPS – Carrier Pre-Selection
  • WLR – Wholesale Line Rental
  • ISDN – digital telephone lines
  • Broadband access
  • VoIP & IP telephony services
  • Non-geographic numbers
  • Intelligent Call Routing
  •  Internet
  • Directory enquiries
  • Mobile telephone and data services
  • Public/private/business two-way radio mobile radio services/ Common Base Station Services
  • Wide area/local paging services
  • Equipment and maintenance service
  • IT Managed Services
  • Hosted/Cloud Services

For more details on any of our products and services, or to place an order immediately, please contact our Customer Service Team on: 0333 222 6633.

Marketing

We work to the principles in the British Code of Advertising, Sales Promotion and Direct Marketing, which are set out on the website
www.cap.org.uk.

Terms and conditions

When you subscribe to a service from Clarion Communication Management we will send you our Standard Terms and Conditions and ask you to sign a contract, if applicable. If you have any questions, please phone our Customer Service Team on: 0333 222 6633. We may carry out a credit check as part of our assessment procedures.

Where applicable the minimum contract term for our services will be 24 months. We require 90 days’ notice to cancel services.

Cancellation

If you decide to cancel your order or agreement before we have provided the services, you may do so without charge within ten working days of your order being placed. For cancellations after ten working days we will charge you an administration fee as set out in your contract. If you wish to terminate your contract within the minimum term, please call our Customer Service Helpdesk on 0333 222 6633. We will charge you a fee as set out in your contract. After the minimum term you can cancel any service by calling our Customer Service Helpdesk on: 0333 222 6633 and providing us with written confirmation

Faults and repairs

Please call our Fault Service Team on: 0333 222 6633 if you experience a fault with any of our services.

Compensation and refund policy

Our policy is to assess each claim on a case by case basis. We aim to investigate any claims and respond within 10 working days. Any refunds that are due will be credited to the next month’s invoice.

Price lists

Our pricing structure is available from our Customer Service Team on: 0333 222 6633. We will write to you in advance if we change the pricing structure on your products and services.

Billing

We will bill you monthly in arrears for voice services and either monthly/quarterly or annually in advance for all other services.

You can choose to pay us via a range of options including bank transfer, cheque and direct debit. These are agreed at the start of your contract. If you wish to change your method of payment at any time, please call our Customer Service Team.

We provide itemised bills/airtime at a flat rate or free of charge depending on your method of payment as part of our service to you.

If you have difficulty paying your bill, please contact us on: 0333 222 6633 and we will try to arrange a different method of payment. We will do all we can to help our residential and small business customers to manage their bills and avoid disconnection. In any event, you will be given 48 hours notice of any decision to disconnect your services.

If you are moving home or office—

Please call our Customer Service Team on: 0333 222 6633 no later than 30 days before your move date. We will amend your account and billing requirements as necessary. We will endeavour to offer you the same telephone number to minimise disruption but please note that for geographic numbers this is not always possible.

Number porting

Clarion Communication Management Ltd recognise that keeping your existing telephone numbers may be important to you. If you move your business to us and wish to keep the number that you have with your old provider, we will arrange it if you ask us. We will work with you to ensure that the services are switched over at a convenient and appropriate time. For more information, please call our Customer Service Team on 0333 222 6633.

Directory Entries

You are entitled to a Directory Entry listing (including an entry in the Phone Book) for both your fixed and mobile telephone numbers. If you do want your details included, please contact our Customer Service Team on 0333 222 6633.

Complaints

We make every effort to ensure that our customers are happy with the level of service, and the products and service they receive from us. However, despite our best efforts, things can go wrong. We take customer complaints very seriously and aim to resolve them quickly and efficiently.

Our Code of Practice on Complaint Handling and Dispute Resolution explains how customers can complain. The code also provides information on how we deal with complaints and your right to take unresolved complaints to Alternative Dispute Resolution. You can find a copy of our Complaints Code on our website at
www.clarioncomms.com. Alternatively, copies are available free of charge and on request from our Customer Service Team on: 0333 222 6633.

Services for people with special needs

We are committed to helping all our customers to communicate easily. We offer the following additional services on request for customers who are older or who may have a disability, including:

  • Priority access to the Customer Service Team
  • Priority fault repair and assistance
  • Additional help and support if you have difficulty paying your bill
  • A free Directory Enquiries service for people who are unable to use the printed phone book
  • Copies of bills in large print, on computer disc (or in Braille) for customers who have difficulty reading their bill

Copies of this Code are available in larger print and other formats on request, such as large print and braille.

Data protection

We comply fully with our obligations under the Data Protection Act 1998.

Code of Practice on Complaint Handling and Dispute Resolution

Clarion Communication Management Ltd is a company within the Clarion Group of Companies that delivers information and communications technology services to domestic and business customers throughout the UK. While we may not provide all the component parts of our services ourselves, we do take responsibility for the services delivered to you. So we will liaise with our suppliers to ensure that any problems with their services are resolved promptly.

We make every effort to ensure that our customers are happy with the level of service, and the products and service they receive from us. However, despite our best efforts, things can go wrong. We take customer complaints very seriously and aim to resolve them quickly and efficiently.

If you have a complaint about any part of our service, please contact our Customer Service Team using one of the following:

By phone: 0333 222 6633
By email: customerservice@clarioncomms.com
By letter: Unit W01, Canalot Studios, 222 Kensal Road, London. W10 5BN

If you telephone, our advisors will ask you about your complaint and seek to resolve the problem while you are on the line. During any discussions we will protect the privacy of the information that we hold on you. To do this we may have to ask you questions to confirm that we are speaking to the right person.

If you make your complaint by email or in writing, we will acknowledge receipt, advise how and when we will next respond and provide you with a contact point for checking progress on the resolution of your complaint.

We will try to resolve your complaint quickly and efficiently, and to keep you informed at all times. We normally aim to resolve complaints within 10 working days but, depending on the nature of the complaint, this is not always possible. However, if you are not happy with progress in resolving your complaint you can ask the person to whom you are speaking to escalate the matter to their manager, and ultimately to the Managing Director. If we cannot resolve the problem, we will write to you to say so.

If it has been more than 8 weeks from the date you first contacted us to complain or you have received a letter from us saying that your complaint has reached “deadlock”, then you may ask for help from:
The Communication and Internet Services Adjudication Scheme (CISAS):
24 Angel Gate,
City Road, London EC1V 2PT.
Tel: 0845 1308 170 or 020 7520 3827
Email: info@cisas.org.uk
Website: www.cisas.org.uk

CISAS is an independent organisation which is approved by Ofcom to provide an alternative dispute resolution (ADR) service. Ofcom-approved ADR services sort out disputes between communications providers and their consumer and small business customers. Their job is to investigate complaints fairly by listening to both sides of the story. They look at the facts given to them before recommending any action that may be needed to put things right.

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