[Green ISP]
Code of Practice Regarding Complaint Handling and Dispute Resolution for Domestic and Small Business Customers .

Ofw 248

 

 

1: Introduction

 

 

 

Green ISP is an Internet Services Company:
Providing Internet related services.

 

2: Contact details

 

 

 

Postal address of major office:


Unit 7 Victoria Works
Victoria Rd.
Hebden Bridge.
West Yorks.
HX7 8LN

Customer service phone number(s): 01422303505


Customer service e-mail: info@greenisp.net

Web site:http://www.greenisp.net

 

3: Terms and conditions, including prices and tariffs

 

 



Our services

Broadband ADSL connectivity.


More details Online at http://www.greenisp.net

Pricing information: FTTC ADSL from £19.00
ADSL2+ from £11
Online at  http://www.greenisp.net
(Prices are variable and correct at time of this code being published)

Contract conditions: One month notice
Standard conditions: One month notice
Online at http://www.greenisp.net
 

 

Access

Products can be accessed:

Online at http://www.greenisp.net


Telephone: 01422303505

 

 

Pricing information

Broadband ADSL connectivity.
More details Online at http://www.greenisp.net

Pricing information: FTTC ADSL from £19.00
ADSL2+ from £11
Online at  http://www.greenisp.net
(Prices are variable and correct at time of this code being published)


or
Telephone: 01422303505

(Priced are variable and correct at time of this code being published)

 

Contract conditions

 

Standard conditions:

Contract conditions: 3 month min (12 months on FTTP)
Standard conditions: One month notice in writing or email
Online at http://www.greenisp.net

 

4: Customer service

 

 

 

Compensation or refund policy

 

We work in a fair and ethical way in ensuring that our customers receive fair and satisfactory compensation for any loss of service, we will work with individual customers to provide the agreed level of compensation or refund.

 

Complaint handling process

Complaint handling process:
Green ISP is passionate about delivering the best possible service. Should you have an issue with any aspect of our products, service or service, there are a number of ways that we can try to resolve your query. Your first course of action should be to ask to speak to us by telephone; we will try to resolve your query there and then. If no-one is able to resolve your issue, arrangements will be made for us to call you at the earliest opportunity. In the event you remain dissatisfied with the solution or explanation offered we request you raise a formal complaint by:
Writing to us, either by email to:
 
Unit 7 Victoria Works
Victoria Rd.
Hebden Bridge.
West Yorks.
HX7 8LN

You are also welcome to make a formal written complaint in the first instance if you wish.
Customer services always investigate issues efficiently with a focus on customer service and a friendly attitude and approach. To help us resolve your complaint effectively, you should include the following information:
· Your Green ISP customer Username
· Your address and Post Code
· A record of all related communications to/from us
· A summary of the issues you have

We will respond by email or letter, depending on the most appropriate communication method, acknowledging all written complaints within as soon as possible from receipt. We aim to resolve customer complaints as quickly as we can, however, if further investigation or correspondence is required, we will contact you as soon as possible.

 

Alternative dispute resolution procedure

 

 

If we have not resolved your complaint to your satisfaction after 12 weeks 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.

 

5: How to obtain this Code of Practice

 

 

 

This Code of Practice is published on our Web site at:
http://www.greenisp.net/resources_infosheets/cop.pdf

Additional copies are available on request and free of charge to any domestic and small business customer.

 

6: Contact details of related organisations

 

 

 

CEDR - CISAS

70 Fleet Street
London
EC4Y 1EU
United Kingdom

https://www.cedr.com/consumer/cisas/

cisas@cedr.com

02075203814

 

 

7: 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 http://www.ofcom.org.uk/telecoms/ioi/g_a_regime/gce/ccodes/ccodes.pdf