Code of Practice Regarding Complaint Handling and Dispute Resolution for Domestic and Small Business Customers

Introduction

IDNet is focussed to provide high-performance broadband, leading-edge web design, high-security enterprise web hosting and secure network solutions for businesses and individuals.

Established in 1996, IDNet's network drives broadband to its full potential. State of the art Web Design services and web Content Management Systems, protected in high-security facilities are utilised by Enterprises and UK Government agencies.

Contact details

IDNet
Bridge House
30A Bridge Street
Hitchin
Hertfordshire
SG5 2DF

Customer service phone number: 01462 480 092
Customer service email: support@idnet.net
Web site: www.idnet.net

Terms and conditions, including prices and tariffs

Our services

Telecommunications - including voice communications and broadband Internet connections, secure website hosting and website design.
As listed, amended and updated from time to time on our website at: http://www.idnet.net

Access

Contact us by telephone on 0800 331 7000 or via the details on our website: www.idnet.net/contact/

Pricing information

Prices are available online at: www.idnet.net/ or via telephone/email (see above).

Contract conditions

Available online at: www.idnet.net/support/termsandconditions.php - standard broadband contract period is one month. Termination can be via telephone or email (see above).

Customer service

Compensation or refund policy

Any refunds due will be made either via Credit Card or cheque.

Complaint handling process

Contact us by telephone on 0800 331 7000 or via the details on our website: www.idnet.net/contact.php
All complaints will be reviewed and process by a Customer Services Manager. If you wish to escalate any stage of the process then please ask to speak to a Director.

Alternative dispute resolution procedure

If we have not resolved your complaint to your satisfaction after 3 months or if you have received a letter from us saying that your complaint has reached deadlock, you may make a complaint through Otelo, an independent alternative dispute resolution scheme. We can provide you with details of this service please see section 6.

How to obtain this Code of Practice

This Code of Practice is published on our Web site at http://www.idnet.net/support/codeofpractice.php Additional copies are available on request and free of charge to any domestic and small business customer.

Contact details of related organisations

Otelo
PO Box 730
Warrington
WA4 6WU

Telephone 0845 050 1614
or 01925 430 049
Email enquiries@otelo.org.uk
Web site: www.otelo.org.uk

Additional information

This Code has been approved by Ofcom for the purposes of section 52 of the Communications Act 2003. The Guidelines for producing codes of practice are on Ofcom's Web site at www.ofcom.org.uk/telecoms/ioi/g_a_regime/gce/ccodes/ccodes.pdf