Code of Practice

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

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.

If you decide to cancel your order or agreement you must do so in accordance with your Agreement with us.  If you wish to terminate your Agreement during the Minimum Period of your Agreement, please contact your Account Manager or the Netcentrix Service Desk. For ‘in term’ cancellations we may charge you a fee as set out in your contract.

Our policy is to assess each claim on a case-by-case basis. We aim to investigate any claims and respond within 5 working days. Any refunds that are due will be credited to your account.

We will bill you as follows:

• Licence Fees & Rental Charges are billed monthly in advance.
• Call Charges & Excess Usage Charges/Power Charges/Bandwidth Charges are billed monthly in arrears.
• Set-up Charges & Additional Service Charges are billed either upon completion of the services or setup of service or prior to such completion, at the discretion of Netcentrix.
• We may bill you and require you to pay a deposit for equipment prior to us delivering such Equipment and we will bill you for the balance on delivery.
• Payment methods are agreed at the start of your agreement. If you wish to change your method of payment at any time, please contact your Account Manager or call our Credit Control Team.
• We provide itemised bills as part of our service to you where applicable and on request. Printed bills are available for an agreed fee.

If you have difficulty paying your bill, please contact us on our main number, and we will try to arrange a different method of payment. We will do all we can to help our small business customers to manage their bills and avoid disconnection.

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 would like to raise a complaint please contact your Account Manager or the Netcentrix Service Desk, and we will be in touch as soon as possible.

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

Please call your Account Manager or the Netcentrix Service Desk no later than 60 days before your move date. We will amend your account and billing requirements as necessary.

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

• Priority access to the Customer Service Team
• Priority fault repair and assistance
• Additional help and support if you have difficulty paying your bill