Telecoms Customer Service

In this section

• About us
• Customer Service
• Your rights and obligations
• Complaint handling and resolution process
• Network services terms and conditions


About Us

We are a private limited company wholly owned by the directors.
This code of practice out lines our commitment to you our customers and our expectations from our staff and the company policies we institute.
The purpose of this document is to outline to you our valued customer the relationship we have with you and our commitment to you to resolve any problems which may occur during the relationship with us.

1. GET Business Solutions Limited
The company offers telecommunication services to the residential and business market place.
2. Product
GET Business Solutions Limited uses carrier pre-selection (CPS), hosted solutions, MPF, MPLF, Ethernet and various mobile platforms.

Range of services
Non-Geographic numbers
• We offer fixed line calls, 0800, 0870 and 0845 NGS numbers.
• Number portability is carried out if the number is owned BT.
• Land line, Broadband, Hosted & Mobile
• Talk Talk, Gamma & Daisy are our main suppliers.

3. General philosophy
We have a company philosophy where the customer must never wait for a response to any query for more than 12 working hours. The company values the customer referral process and the business has developed with this principle in mind.
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Customer Service

• Sales – To order any of our services, in the first instance please contact our Sales Department on 0333 200 1528.
• Cancellation at end of contract – We ask you to give us 30 days’ notice to cancel. We record the reason for customer cancellation and respect the customer’s decision should they wish to cancel.
• Faults – We respond to customers who cannot make calls by recording the fault with Openreach who issues a fault request number, this is relayed to the customer and monitored until resolved.

Billing
We operate our own in-house billing system, which caters for all our services.
Wherever possible all payments are taken by direct debit, we offer credit/debit card and cheque payments if requested, we aim to bill on or around the 20th of each month (daily billing is in place for customers who use our packaged call services), direct debits are applied for and taken 10 days from the invoice date. We bill monthly for calls made in the previous month.
We can with prior agreement take the following payment alternative methods: -
Credit/Debit card, Cheque, bank transfer.
Please contact the Billing department to discuss these options.
• We offer itemisation above £10.00 inc VAT, should a customer request full itemisation we will apply this request to their account.
• A non-direct debit fee of £15.00 inc VAT if the direct debit is cancelled.
• We have documented procedures to handle debtors who result in disconnections (for non-payment).
• We bill by the minute where applicable
• For more information on billing, please contact customer services on 0800 888 6020.

6. GET Business Solutions Limited full Contact details
We aim to respond to all email requests with 8 working hours and to resolve all telephone enquiries at the point of enquiry.
Customer services: 0800 888 6020.
General email enquiries: comms@getsolutions.co.uk
Sales: comms@getsolutions.co.uk
Customer Services: comms@getsolutions.co.uk
Credit Control: comms@getsolutions.co.uk
Faults: comms@getsolutions.co.uk
Broadband: comms@getsolutions.co.uk
Website: www.getsolutions.co.uk
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Your rights and obligations

Data protection
We may collect personal information about you from a number of sources. These may include: The customer agreement, i.e. the agreement that you sign when you take a service from GET Business Solutions Limited – this may include your name, address, other contact details and banking details.
GET Business Solutions Limited is registered under the Data Protection Act and takes all reasonable steps to ensure that there is no unauthorised access to your personal data. We may use the personal data that we have to promote GET Business Solutions Limited’s products and services but these details will not be passed to any other organisations for marketing purposes unless you have authorised us to do so.
In some circumstances, we may supply information to organisations such as the police and other governmental agencies where the law permits us to do this.
We may record phone conversations in order to provide training services or to provide evidence of a transaction.
If you wish to know what personal information GET Business Solutions Limited holds on you, you can obtain this by writing to us. Please write the following address: GET Business Solutions Limited Ltd, Kingsley House, Eaton Street, Crewe, CW2 7EG.
You may wish to stop unsolicited telemarketing calls from other organisations. You may do this by calling the Telephone Preference Service (TPS). Register on line at www.tpsonline.org.uk or call 020 7766 4420.
You should note that if you have previously told us that you are happy for us to contact you by telephone, registering with the TPS will not revoke that consent. You therefore also need to contact us directly to let us know about your change of mind.

Terms and Conditions
GET Business Solutions Limited provides terms and conditions which are available in your agreement information.

Services for disabled and elderly customers
If you are older or may have a disability and wish to discuss any special telecommunications requirements you may have then please contact our customer service centre on telephone number 0800 888 6020 and we will try and accommodate your requirements where possible.

Protection and support of vulnerable groups
GET Business Solutions Limited is a supplier of telecommunications service to residential and business customers. We understand that some of our customers may have special needs and so require particular attention. It is our policy to assist any customers who may have difficulty using telephony services whether they have a disability or are from other vulnerable groups.

Phonebook entry
If you have a BT line then using GET Business Solutions Limited’s carrier pre-select services will not affect your phonebook entry. In this case, you have a right to be included in the BT phonebook and directory enquiries, free of charge. You may also choose to be ex-directory.

8. Communications with customers

It is our policy to maintain contact with our customers on a regular basis. We may call you or write to you from time to time to inform you of any new services and to review your current telecommunications requirements.

9. Social Responsibility

Premium rate number bar We automatically include a premium rate bar for our residential and business customers. For more information, please call customer services on 0800 888 6020.

Malicious Calls We understand that annoyance and distress that can be caused by malicious calls and take this problem very seriously. If you are receiving malicious calls we would like to provide you with every assistance to try to resolve the problem. This may involve working with BT, the police and other network operators where appropriate. You should be prepared to give evidence if the caller is traced and brought to court. We may also recommend that you change your phone number and ask for this to be ex-directory if you continue to receive such calls.
We offer the call blocker facility to block unwanted calls. This is available for £59.99 or £2 per month when ordered alongside a new 24-month contract.

10. Approval and Review of Code

This Code is approved the Office of Communications (Ofcom) and is reviewed annually by GET Business Solutions Limited.

11. Further Information

Office of Communications (Ofcom)
Ofcom Contact Centre
Riverside House
2a Southwark Bridge Road
London
SE1 9HA
Call: 0845 456 3000
Fax: 020 7981 3333
Email: contact@ofcom.org.uk
Website: www.ofcom.org.uk

Communications and Internet Services Adjudication Scheme (CISAS)
Centre for Effective Dispute Resolution
70 Fleet Street
London
EC4Y 1EU
United Kingdom
Call: 020 7520 3827
Fax: 020 7520 3829
Email: info@cisas.org.uk
Website: www.cedr.com/cisas

Office of the Telecommunications Ombudsman
Ombudsman Services: Communications
PO Box 730
Warrington
WA4 6WU
Call: 0330 440 1614
Fax: 0330 440 1615
E-mail osenquiries@os-communications.org
Website: www.ombudsman-services.org

Fax Preference Service
If you do not wish to receive unsolicited telemarketing faxes, register on line at www.fpsonline.org.uk or call 020 7766 4422.

12. Special needs
This code of practice is available in large print upon request.

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Complaint handling and resolution process


We are committed to providing you with the best value residential telecommunications service in the UK. We understand that faults can occur, and when they do, we want to correct them quickly. We provide a comprehensive complaint handling process to solve your problem as soon as possible.
When you call us on 0800 888 6020, a customer service adviser will note the details of the problem and will agree a course of action with you. Due to the complex nature of some queries, these may take a little longer to resolve. If you are not happy with the response you receive you may ask for the matter to be referred to a senior manager for further investigation.
In the rare event that we are unable to resolve your problem we will write to you informing you of the position. This is sometimes called the ‘deadlock’ letter. When you receive this letter, you have the right to refer your case to CISAS, also if after three months from first making the complaint and you do not hear from us you can contact CISAS. The deadline to bring the complaint is nine months after first making the complaint. CISAS’ contact details can be found below. CISAS will want to ensure that you have followed this process before contacting him. If this is not evident CISAS is likely to refer the matter back to Get Business Solutions Limited for resolution.
An application to the CISAS does not relieve you from any obligation you may have to pay any amounts not in dispute.

Dispute resolution
Get Business Solutions Limited is a member of CISAS, which provides a free, independent, service to help sort out complaints when customers and telecoms companies can’t agree. Their job is to investigate complaints fairly, listen to both sides of the story and look at the facts. If CISAS decides your complaint was justified, Get Business Solutions Limited will honour their decision and put things right for you. Email: cisas@cedr.com
Address: CISAS Centre for Effective Dispute Resolution
70 Fleet Street
London
EC4Y 1EU
Website: https://www.cedr.com/cisas/

If you need further advice
Ofcom (Office of Communications) is the main regulator for the communications industry. Their contact details are as follows:-
Office of Communications (Ofcom), Riverside House, 2a Southwark Bridge Road, London SE1 9HA Contact number: 0300 123 3333 or 020 7981 3040 Email: contact@ofcom.org.uk web site: https://www.ofcom.org.uk

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Network services terms and conditions

BY USING THIS WEBSITE, YOU CONFIRM THAT YOU ARE AGREEING TO KEEP TO OUR TERMS AND CONDITIONS. IF YOU DO NOT ACCEPT OUR TERMS AND CONDITIONS, PLEASE DO NOT USE THE WEBSITE. WE WILL SHOW THE MOST UP- TO-DATE VERSION OF THESE TERMS AND CONDITIONS ON OUR WEBSITE AT WWW.GETSOLUTIONS.CO.UK/TERMS IF YOU DO NOT HAVE ACCESS TO THE INTERNET, PLEASE CONTACT GET ON 0800 888 6020 AND WE WILL SEND YOU THE LATEST VERSION.

Download our Network Services Terms and Conditions here.
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GET Solutions processes all sensitive customer data in accordance with its obligations under the Data Protection Act 1998 (“the Act”). A copy of GET Solutions’ Data Protection Policy is available here or a hard copy can be provided upon request.