Code of Practice

TWYCE DIGITAL LTD (Twyce) is a provider of communication services, supplying hosting, Internet and telecommunication solutions for residential and business customers across the UK.

The purpose of this code of practice

This guide has been developed to help you to understand the relationship you have as a customer of TWYCE DIGITAL . It will enable you to:

• Access summary details of our services
• Understand what you can expect from Twyce after you have made a purchase or registered for a service
• Contact details for alternative complaint bodies
• Find out how to contact us

This Code has been approved by Ofcom for the purposes of section 52 of the Communications Act 2003.

How to contact TWYCE DIGITAL LTD

Customer Services & Sales
Phone 0203 822 0393
Website www.twycedigital.com
Email admin@twycedigital.com

Our Customer Services department is open Monday to Friday from 9am to 5:30pm. We are closed on weekends
and bank holidays. Calls are charged at local rate.

Accounts Department
Phone 0203 822 0393
Website www.twycedigital.com
Email billing@twycedigital.com

Our Accounts department is open Monday to Friday from 9am to 5:30pm. We are closed on weekends and bank holidays. Calls are charged at local rate.

Account Cancellations

To cancel your account please either call or email quoting your account username. We will require all cancellation requests to be submitted as a written request in the form of an email or if you cannot access the Internet send the same details in a letter to our main office address shown.

Phone: 0203 822 0393
Email: billing@twycedigital.com
Olympic House, 28-42 Clements road, Ilford, Essex, IG1 1BA, UK

Some services take a little time to cancel, as they require us to work with special industry processes (such as ADSL). When you cancel your service, we aim to advise you of the time period from us receiving your cancellation request to the time at which the service is withdrawn. During this period, you remain liable for the costs of any services we provide.

Disconnections and cancellation of services

We reserve the right to suspend or cancel your service within the contracted timescales – for example, if you do not pay your bill.

Complaints

If you would like to register a complaint, here are a number of different ways you can contact us:

By Email: You can e-mail us your complaint via Email: complaints@twy . cedigital.com

By Phone: You can contact the Customer Care team directly on 0203 8220393 from 9am to 5:30pm. We are closed
on weekends and bank holidays.

By Letter: If you prefer to put the complaint in writing, you can send it to the following address: Olympic House, 28-42 Clements road, Ilford, Essex, IG1 1BA, UK

What happens once we receive your complaint?

We will acknowledge all complaints received by letter, fax or e-mail within 24 working hours of receiving your complaint.

Dispute resolution

If we are unable to resolve your complaint satisfactorily, we will issue a ”deadlock” letter so that you may make a complaint through Otelo, an independent alternative dispute resolution scheme. We can provide you with details of this service. Alternatively if more than three months has passed since you first made your complaint, please contact the ADR scheme directly.

Otelo
PO Box 730
Warrington
WA4 6WU

Phone: 0845 050 1614 or 01925 430 049
Email: enquiries@otelo.org.uk
Website: www.otelo.org.uk

Order processing

All services can be ordered online via our website, or simply by calling our customer services team on 0203 822 0393. The time it takes to setup can vary depending on the service purchased. We will aim to confirm all new orders by email within 4 hours during normal office hours (Monday – Friday 9am to 5:30pm, excluding bank holidays).

Pricing

Up-to-date prices for our products and services are always available on our website (www.twycedigital.com) or by calling our customer services team on 0203 822 0393.

Billing

We currently accept the following payment methods:

• Credit / Debit Card (Preferred)
• BACS
• Cheque

Fault Repair

Faults can be reported around the clock via email at support@twycedigital.com. To report a fault, please call 0203 822 0393 during office hours. However unless otherwise stated in your service agreement, engineers only attend to faults in normal working hours (Monday – Friday 9am to 5:30pm, excluding bank holidays). Faults can occur on our Network, or another operator’s network, as well as your own equipment.

If the fault is reported during normal working hours, we will try to establish the location of the fault. We may request that you carry out some simple checks to help us establish the cause of the fault. Repairing faults on our network is part of the maintenance cover we provide with our service. If the fault is not on our network then we may not be responsible for its repair.

We reserve the right to charge for any abortive work or visit arising from faults over which we have no control. Should an engineer need to visit your premises we will agree this with you.

Privacy

Access to our Code of Practice

Customers can access this code of practice from our website (www.twycedigital.com ) or by requesting a copy to be posted or emailed to them.

Data Protection

We strictly follow the procedures laid down by the Data Protection Acts of 1984 and 1998 to protect all user information.

General philosophy

Twyce Digital Ltd is a private limited company offering advanced Internet communications for both the home and
business user, whatever their needs.

Our product range in very broad terms consists of:

• Broadband (ADSL, FTTC, and leased line Internet connectivity)
• Telecoms (Line rental and phone calls)
• Hosting (shared and dedicated servers)

Customers of Twyce Digital Ltd can take advantage of our world class technical support with emails answered in minutes and telephone calls answered in seconds. Through the automation of a control panel, a large number of
customers can configure their packages at any time or day or night, anywhere in the world, without the need to ‘submit requests’ for an operations engineer to action the request for them, allowing us to concentrate on improving the service further and focusing on new projects.

This Code has been approved by Ofcom for the purposes of section 52 of the Communications Act 2003.

The code will be regularly reviewed in line with Ofcom’s requirements. We value all feedback from our services to this code of practice. Please email you comments to admin@twycedigital.com.

Contacting related organisations

Office of Communications (Ofcom)
Ofcom Contact Centre
Riverside House
2a Southwark Bridge Road
London
SE1 9HA
Tel: 020 7981 3040
Fax: 020 7981 3334
Email: contact@ofcom.org.uk
Website: www.ofcom.org.u