What is a Code of Practice?

The purpose of this Code of Practice is to describe your relationship with our customers. It details who we are, what we provide and who regulates us.

Contact Details

Our contact details can be found at http://zonebroadband.co.uk/contact.

Zone Broadband Telecommunications Ltd is regulated by OFCOM (http://www.ofcom.org.uk/) whose contact details are as follows:

Ofcom Contact Centre
Riverside House
2a Southwark Bridge Road
London
SE1 9HA

Tel: 020 7981 3040
E-mail: [email protected]

Products and Services

Zone Broadband supplies high quality Broadband and Telephony products and services to Residential, Business and Wholesale customers at affordable prices throughout mainland United Kingdom and Northern Ireland. Please visit our website http://zonebroadband.co.uk/ for further information about the products and services we sell.

Customer Service & Technical Support

Our Customer Service and Technical Support Departments serve all our customers from our South Yorkshire and Northumberland Contact centres. Rest assured you will receive the highest possible assistance should you contact us. Call us on 0330 135 9663.

Charges

The following payment methods are accepted: All major credit cards (except American Express), Debit Card (except Visa Electron), Direct Debit, BACS and Faster Payment transfers. Cash payments are not accepted.

A fully itemised Invoice will be sent each month to your registered email address. If you require a postal Invoice, please contact our Customer Service Department on 0330 135 9663.

All products and services are made as a single supply and not as individual items. Your whole account may be suspended or closed if any sum due for a product or service is unpaid or is in arrears.

Faults

Although we attempt to provide all our customers with the best possible service, faults do occur. We are here to help should you have an issue and will endeavour to correct all reported faults as soon as we reasonably can. If there is a fault with your service, you should report it as soon as possible by telephoning 0330 135 9663 or email our Support Department at [email protected].

Complaints Procedure

If you have a complaint about any Zone Broadband product, service or staff member please use our complaint handling procedure which can be found on our website http://zonebroadband.co.uk/.

We will make all efforts to resolve your complaint using this normal complaints procedure but in the event your dispute cannot be resolved complaints will be referred to the Communications and Internet Services Adjudication Scheme (CISAS). We are registered with CISAS and abide by their dispute resolution process as detailed at http://www.cisas.org.uk/.

Your rights/obligations

A list of all our Product Specific Terms and Conditions can be found at http://zonebroadband.co.uk/legals.

You can find out how we handle Data Protection in our terms and conditions and in our Privacy Policy.

Approval and Review of Code(s)

This Code of Practice will be reviewed on a regular basis in accordance with OFCOM requirements.