1. Introduction

This is our Code of Practice, which explains the services we offer, provides general information and tells you what to do if you have any problems.

Nothing in this Code of Practice detracts from your statutory rights or common law rights, nor does anything it contain form part of any contract between TSI and a customer.

Please note that compliance with this code does not guarantee compliance with any legal requirement.

Non compliance with this code does not affect validity of any contract between TSI and the customer, unless otherwise provided by law.

2. About TSI

TSI is a company that delivers voice and data communications services and cabling services to business customers including:

– Analogue line and digital circuit rental
– Phone calls
– SIP Trunks
– Business Broadband
– Leased Lines/Private Circuits
– Mobile phones
– Telephone systems and maintenance
– VoIP and Hosted IP Telephony
– Inbound services
– Structured cabling installations
Where services are provided via a third party, including BT Openreach and Gamma Telecoms, TSI take responsibility for the services delivered to you, so we will liaise with our suppliers to ensure that any problems with their services are resolved promptly.

3. How to Contact Us

You can contact us on the following phone number: 0808 178 9595 from 8am to 5pm Monday – Friday Please select:

Option 1 – Sales department

Option 2 – Installations department

Option 3 – Maintenance department

Option 4 – Accounts department

Option 5 – All other enquiries

Or email us: info@tsicomms.co.uk for general enquiries billing@tsicomms.co.uk for accounts or billing enquiries sales@tsivoicedata.com for sales enquiries

Or write to us at:

151 Business Design Centre, 52 Upper Street London N1 0QH.

T 0808 178 9595 F 020 8885 2146 info@tsicomms.co.uk

4.Our Mission

TSI is committed to delivering total solutions tailored to our customers’ specific individual requirements, with above industry standard response times, service and price competitiveness. Building and maintaining excellent relationships with our customers, staff and supply chain and exceeding expectations is at the core of TSI’s culture.

We are committed to giving you the highest quality of customer service and help you review your existing voice and data commitments and cabling infrastructure with the objective of providing the best service at the lowest cost to your business.

5. Sales, Marketing and Advertising

We work to the principles in the British Code of Advertising and Sales Promotion, which are set out at www.cap.org.uk. We always aim to ensure our advertising and promotional literature is clear, unambiguous, accurate and fair and that it does not contain any false or misleading information about price, value or service.

6. Audit

TSI make regular audits of our systems, procedures and documentation to deliver compliance with our Code of Practice

7. Terms and Conditions

When you order a service from TSI, we will send you Terms and Conditions for that service and ask you to authorise it before we place the order. These Terms and Conditions take precedent over our Code of Practice.

We may carry out a credit check as part of our assessment procedures.

8. Cancellation

If you wish to cancel your service, please follow the process as laid out in the Terms and Conditions as timeframes and notice periods may vary depending on the service.

9. Pricing

Our pricing structure is available on request by either calling 0808 178 9595 or sending an email to billing@tsicomms.co.uk

10.Billing

TSI bill for most services monthly, unless otherwise specified on the Sales Quotation, such as one-off charges for cabling installations, provision of telephone equipment or annual Service Contracts. You can choose to pay via BACS, cheque or Direct Debit for monthly billed services, which is our preferred method of payment and a higher tariff will be charged for non-Direct Debit payments.

If you have think you may have difficulty paying your bill, please contact us as soon as possible on 0808 178 9595 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.

TSI

T 0808 178 9595

151 Business Design Centre, 52 Upper Street London N1 0QH.

F 020 8885 2146

E info@tsicomms.co.uk

Registered in England and Wales London N17 9LN www.tsicomms.co.uk

Registered number: OC353208 Page 4 of 4

11.Moving Office

If you are moving office please call us on 0808 178 9595 at least 14 days before you move so that we can make the appropriate arrangements.

If there are special circumstances regarding the move we will advise you of the revised timescales. It is important to let us know when you are moving to ensure that you are not charged for calls made from your old address once you are moved. You will remain responsible for any calls made until the point of notification.

A final bill, including any cancellation charges if applicable, will be sent to your new address once you have moved.

12.Complaints

We make every effort to ensure that our customers are happy with the level of service, and the products and services they receive from us.

However, despite our best efforts, we understand that faults can occur and things can go wrong, and when they do we want to correct them as soon as possible. We take customer complaints very seriously and aim to resolve them quickly and efficiently

1. Please call us on 0808 178 9595 or write to us at: TSI, 151 Business Design Centre, 52 Upper Street London N1 0QH. We will agree a course of action to take with you.

Due to the complex nature of some queries, these may take a little longer to resolve.

2. If you are not happy with the response you receive please ask our Operations Director to investigate.

3. In the unlikely event that you are having problems in sorting out a complaint, or we do not answer your complaint within 8 weeks, Ombudsman Services:Communications may be able to help; they provide you with a free and independent service that has been approved by the UK regulator Ofcom. And application to the Ombudsman does not relieve you of any obligation you may have to pay any amounts not in dispute.

Ombudsman Services:Communications investigates complaints fairly and listens to both sides of the story and by looking at the facts.

If your complaint is justified, the Ombudsman will consider whether TSI must take any action to put things right for you.

You can contact Ombudsman Services: Communications at: Ombudsman Services: Communications, PO Box 730, Wilderspool Park, Warrington, QA4 6WU Tel: 0330 440 1614 Web: https://www.ombudsman-services.org/communications

13.Data Protection

We may collect personal information about you from a number of sources. These may include the customer agreement i.e. the Sales Quotation and/or Order Form that the customer signs when taking a service from TSI. TSI is registered under the Data Protection Act 1998 (registration number: Z2331921) and takes all reasonable steps to ensure there is no unauthorised access to your personal data.

We may use the personal data that we have to promote TSI’s services and products but these details will not be passed to any other organisation for marketing purposes. In some circumstances we may supply information to organisations, such as the Police, where the law permits or requires us to do this. Occasionally we may also perform some processing of personal data required for commercial purposes (for instance, credit worthiness checks).

We may record phone conversations in order to provide training services or to provide evidence of a transaction. If you wish to know what personal information TSI hold on you, you can obtain this be writing to us at:

Operations Department, TSI 151 Business Design Centre, 52 Upper Street London N1 0QH.

An administration fee of £10 may be charged for this. Further information can be found in our Privacy Policy available on our website:www.tsicomms.co.uk