Code of Practice for Complaint Handling

Introduction
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. When they do, we want to know so that we can put them right as soon as possible.

This code of practice explains how to contact us and our procedures for resolving complaints about sales, billing, fault repair or services. The Code forms part of our Code of Practice. It is available on request from our Customer Service Helpdesk on 0870 2000 121 and from our website-www.pennycom.com.

If you have a complaint
Please telephone our Customer Service Team on 0870 2000 121. Our advisors will ask you about your complaint and seek to resolve the problem while you are on the line. If this is impossible, we will agree a course of action with you.

You may also send your complaint in writing to us at:
Pennycom Communications
26-27 Downing Street
Farnham
Surrey
GU9 7PD

or via an e-mail enquiry to

During any discussions we will protect the privacy of the information that we hold on you. We may have to ask you questions to confirm that we are speaking to the right person.

Taking your complaint further
If your complaint is not resolved to your satisfaction after this procedure, you can take it further within our company, and ultimately to the Managing Director.

If we cannot resolve the problem, then we will write to you to say so. If you remain unhappy and wish to pursue your complaint further by alternative dispute resolution, you may wish to refer to the Telecoms Ombudsman - Otelo - at the address below.

Useful addresses
The Office of the Telecommunications Ombudsman: Wilderspool Park, Greenall's Avenue, Warrington, WA4 6HL. Tel: 0845 050 1614. Fax: 0845 050 1615
Ofcom: Riverside House, 2A Southwark Bridge Road, London SE1 9HA, Tel: 020 7981 3000
Federation of Communication Services Limited (FCS): Burnhill Business Centre, Provident House, Burrell Row, Beckenham, Kent BR3 1AT. Tel: 020 8249 6363 www.fcs.org.uk

This code has been licensed by The Federation of Communication Services Ltd 2004
Licence number 001395C

Published April 2004. Correct at the time of printing. © The Federation of Communication Services Limited 2004