General Code of Practice
Regarding complaint handling and dispute resolution for domestic and small business customers
Elite Limited is an established ISP providing Internet Services to both Business and Residential customers. A full description of all our services can be found on our website at https://elite.net.uk
The Registered Office of Elite
Acorn Business Centre
Telephone: 0330 122 0300
Elite Limited is Registered in England. Company Registration Number: 3759064
This Code of Practice describes the products and services, which we supply for our customers, and contains information regarding the services and their provision. It gives information on how to contact us regarding any of our services and our disputes procedure.
Elite Limited aims to provide a high standard of Customer Service and to deal with any complaints in a fair and transparent manner. Below you will find the details of how to lodge a complaint in the event that you feel we have failed to meet the standards that you, as the customer, expect.
Elite Limited is a member of the Internet Service Providers Association (ISPA) and The Communications Ombudsman and has agreed to abide by its Code of Practice
Pricing for services is obtainable from your Account Manager.
Some of the services offered by Elite Limited can be purchased through our online ordering service. Others require completion of forms, which our Sales Team will take you through and ensure speedy dispatch of relevant paperwork. Any data collected during the ordering process will only be used by Elite Limited for the provision of the service required, billing and contact purposes.
To contact the Sales Team with enquiries regarding any of the above services please phone: 0330 122 0300 or email: firstname.lastname@example.org.
Customer Service Contact Details
Elite Limited provides a Technical Support Helpline 24 hours a day 7 days a week which can be accessed through your control panel or alternatively by phone: 0330 122 0300. All correspondence will be replied to as soon as possible but at the latest within 24 hours of receipt.
Any problems that are due to conditions outside our control (circuits not owned or managed by Elite Limited) may take longer to rectify, however, we will do everything we can to keep you updated and to liaise with the necessary companies to ensure that faults are fixed within the shortest possible time.
Our Sales and Accounts personnel can be contacted Monday to Friday between the hours of 09.00 to 17.00 by email: email@example.com or alternatively by phone: 0330 122 0300.
If you should have cause to complain about any services supplied by Elite Limited, please contact your dedicated Account Manager or any member of the Customer Service or Sales Team on 0330 122 0300, or alternatively in writing to: Elite Limited, Unit 8, Acorn Business Centre, Northarbour Rd, Portsmouth, PO6 3TH, in the first instance. If this does not resolve your dispute then please address your complaint to:
Acorn Business Centre
Elite Limited will address all complaints within 5 working days and will provide an explanation or an update with regards to the problem as appropriate. We will keep you informed at all times of our progress with regards to the matter and aim to close all complaints with two weeks of them first being raised.
If we are unable to resolve your complaint satisfactorily, we will issue a “deadlock” letter so that you may make a complaint through the Communications Ombudsman, an independent Alternative Dispute Resolution Scheme (ADR). You are also able to raise a case if we can’t come to a satisfactory resolution within eight-weeks. We can provide you with details of this service. Alternatively, if more than eight-weeks have passed since you first made your complaint, please contact the ADR scheme directly:
The Brew House
Telephone:0330 440 1614
Web Site: https://www.ombudsman-services.org/
Before you can submit a complaint to the Communications Ombudsman, you should have:
- Logged a formal complaint with us.
- Worked with us to resolve the complaint.
- Received a deadlock letter or not received a satisfactory resolution after 8 weeks
- Gathered any evidence you have.
- This Code of Practice is published on our website at: elite.net.uk. Additional copies are available on request and free of charge to any domestic and small business customer.
This document is reviewed at regular intervals as required by the regulator. On review, the latest version will immediately be published and will be available on our website
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