This code informs you about our products, services, customer-care policies and where to find information about our charges and terms and conditions. This Code of Practice is published on our website https://www.simplicitygroup.co.uk. Additional copies are available on request and free of charge to any domestic and small business customer. It is also available in alternative formats, such as large upon request.
How to Contact Us
Please contact Nick Adams using one of the following:
By Phone: 0330 2000 933
Opening Hours: 8.30 to 5.30 Monday to Friday, excluding Bank Holidays
By Email: email@example.com
By Letter: Nick Adams, Simplicity Communications, 1st Floor, Unit 15, Orbital Business Park, Dwight Road, Watford WD18 9DA
Or via our website: https://www.simplicitygroup.co.uk/
Our Commitment to You
We are committed to giving you the highest quality of customer service. When we purchase our services from wholesale providers, we choose those providers carefully to ensure that you get a high-quality service. We make every reasonable effort to supply services that satisfy your requirements. We work to all relevant laws and regulations.
Our Products and Services
- Landline telephones
- Landline calls
- CPS – Carrier Pre-Selection
- WLR – Wholesale Line Rental
- ISDN – digital telephone lines
- Broadband access
- VoIP & IP telephony services
- Non-geographic numbers
- Intelligent Call Routing
- Mobile telephone and data services
- Public/private/business two-way radio mobile radio services/ Common Base Station Services
- Wide area/local paging services
- Equipment and maintenance service
For more details on any of our products and services, or to place an order immediately, please contact us on 0333 2000 933
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.
Terms and Conditions
When you subscribe to a service from Simplicity Communications, we will send you our Standard Terms and Conditions and ask you to sign a contract, if applicable. If you have any questions, please phone our Customer Service Team on 0333 2000 933. We may carry out a credit check as part of our assessment procedures.
Where applicable the minimum contract term for our services will be 12 months. We aim to provide services within three working days of your original request, subject to the availability and installation of any equipment and, where appropriate, lines to your premises. If we need to carry out a survey of your premises or lay additional cabling, we will inform you of the revised timescales as soon as we can.
If you decide to cancel your order or agreement before we have provided the services, you may do so without charge within ten working days of your order being placed. For cancellations, after ten working days, we will charge you an administration fee as set out in your contract. If you wish to terminate your contract within the minimum term of 12 months, please email our Helpdesk at firstname.lastname@example.org We will charge you a fee as set out in your contract. After the minimum term, you can cancel any service by emailing our Helpdesk at email@example.com, giving us 3 months’ notice.
Faults and Repairs
Please call our Fault Service Team on 0333 2000 933 if you experience a fault with any of our services.
For SMEs if required we will discuss operational service levels for the following on a case by case basis:
activation of a new service
restoration following the loss of service
keeping a pre-agreed engineer appointment
Compensation and Refund Policy
We do not offer automatic compensation payments in cases where the service level targets are not met and will assess any claim for compensation on a case by case basis. Any payment made will be on a purely discretionary basis.
We do not feel that fixed level compensation payments are appropriate for business customers, who we advise to seek other ways, such as insurance, to protect themselves against the impact of any loss of service.
Our pricing structure is available by contacting us on 0333 2000 933
We will bill you monthly or on a per-instance basis.
You can choose to pay us via a range of options including cheque and direct debit. These are agreed at the start of your contract. If you wish to change your method of payment at any time, please call us.
We provide itemised bills as part of our service to you. Printed bills are available for a fee of £4.95 + VAT per month.
If you have difficulty paying your bill, please contact us on 0333 2000 933 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. In any event, you will be given 48 hours’ notice of any decision to disconnect your services.
Please call our Customer Service Team on 0333 2000 933 no later than 36 days before your move date. We will amend your account and billing requirements as necessary. We will endeavour to offer you the same telephone number to minimise disruption but please note that for geographic numbers this is not always possible.
Simplicity Communications recognise that keeping your existing telephone numbers may be important to you. If you move your business to us and wish to keep the number that you have with your old provider, we will arrange it if you ask us. We will work with you to ensure that the services are switched over at a convenient and appropriate time. For more information, please call us on 0333 2000 933.
You are entitled to a Directory Entry listing (including an entry in the Phone Book) for both your fixed and mobile telephone numbers. If you do want your details included, please contact us on 0333 2000 933.
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.
Services for People with Special Needs
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
- Third-party bill management
- Copies of bills, contracts and this Code in an accessible format
Premium Rate Services
This code informs you, about our policies on providing information about Premium Rate Services (PRS) and our charging policy for calls to PRS, Unbundled Tariff and Personal Numbers.
Unbundled Tariff Numbers
Unbundled Tariff Numbers are non-geographic numbers starting with 084, 087, 090, 091, 098, or 118 which are used to provide a range of information and entertainment services and are charged to your telephone bill.
Charges for these services are made up of two parts, a Service Charge and an Access Charge and the total is added to your telephone bill. You will see the Service Charge advertised by the company providing the service alongside the number. Depending on the type of number called, the Service Charge can be up to £3.60 per minute or £6 per call or per text (including VAT).
The Access Charge is retained by us, your phone company. Unbundled Tariff numbers in the 084, 087, 090, 091, 098, or 118 ranges are not included in your monthly call minutes allowance.
Personal Numbers are numbers starting with 070. Calls to Personal Numbers are charged at the same rate as for mobile numbers. Calls to Personal Numbers are not included in your monthly call minutes allowance.
Controlled Premium Rate Services
Controlled Premium rate services (CPRS) are Unbundled Tariff numbers that cost 7p per minute or more. UK-based CPRS numbers are normally prefixed by “09” or “118”. Numbers starting 087 are also designated as Premium Rate numbers and subject to PRS regulation when they cost 7p per minute or more. Typical services include TV vote lines, mobile ringtone downloads, technical helplines, charity fund-raising and adult entertainment. Calls to 118 services are capped at £3.65 for a 90-second call (including VAT) plus our access charge.
If you have a problem with Premium Rate Services (PRS), we can help. We can provide advice on checking the telephone number of any PRS charges that appear on your bill and will try to help you identify PRS provider. We can use call barring to restrict access to “09” numbers. Please call us on 0333 2000 933 for advice on this. We can give you a factsheet on PRS.
You can also ask for help from the Phone-paid Services Authority (PSA) which is the industry-funded regulatory body for Premium Rate Services. PSA operates a Code of Practice that sets out standards for the operation of PRS. You can use the PSA website at www.psauthority.org.uk to check PRS numbers direct and find contact details for the company in question or to submit a complaint. PSA has the legal powers to require a provider of PRS to amend its service or promotional material (or both) and can also order refunds and impose penalties on service providers for breaches of the PSA Code. For other ways to contact Phone-paid Services Authority, see the “Useful addresses” section below.
If you are unhappy with the help you have received from us on a problem with PRS, please contact Nick Adams on 0333 2000 933 and/or by email firstname.lastname@example.org who has responsibility for compliance with our code of practice for PRS and NTS. You may also complain using the complaints procedure set out in our complaints code including, ultimately, referring your complaint to Ombudsman Services.
The Telephone Preference Service
If you don’t want to get sales and marketing calls you have not requested, you can add your details to a list run by the Telephone Preference Service (TPS). If your number is on the list, it is illegal for a company to call you for marketing purposes. You can contact the Telephone Preference Service via www.tpsonline.org.uk or by telephoning 0845 070 0707.
Our Chosen Approved Alternative Dispute Resolution Provider
Telephone Preference Service
DMA House, 70 Margaret Street, London W1W 8SS
Tel: 0845 070 0707