We make every effort to ensure that our customers are happy with the level of service they receive from us. However, despite our best efforts, we acknowledge that things can occasionally go wrong. We take customer complaints very seriously and aim to resolve them quickly and efficiently. The purpose of this Code is to inform customers of how we will deal with any complaint we receive.
Nimvelo operates a ticketed support and help desk policy. All complaints, reports of non-conformity and requests for help are handled using this system.
If you have a complaint about any part of our service, please do not hesitate to contact our support team. We will try to resolve your complaint quickly and efficiently, and to keep you informed at all times. We will acknowledge your complaint as soon as practical. We will investigate the complaint fully and in detail before responding in detail. We will attempt to respond in detail to any complaint within 7 days of its receipt, however there may be occasions when we are unable to do so because we have been unable to resolve issues with third parties or technical issues. In any event we will seek to keep you informed as soon as practical.
If your complaint is not resolved to your satisfaction, you can refer it to the Managing Director at the above address. If we still cannot resolve the problem, we will write to you to say so. We may also suggest that we use the alternative dispute resolution procedure described below.
Under section 54 of the Communications Act, all Communication providers must provide customers with access to an independent dispute resolution procedure, should a customer be unable to resolve a dispute Nimvelo (Sipcentric Ltd) would use the Ombudsman Services.
Customers must give the company a chance to settle their complaint before applying to Ombudsman Services. Customers can apply to use Ombudsman Services if their complaint has not been settled within 8 weeks of first complaining to the company, or if the company has referred the customer to the scheme. An application form must be sent to Ombudsman Services within nine months of first complaint.
The Ombudsman Services referral and procedures are at no cost to the customer.
You may contact Ombudsman Services as follows:
Ombudsman Services: Communications
PO Box 730
Warrington
WA4 6WU
T: 0330 440 1614
F: 0330 440 1615
We are also a member of the Internet Services Provider Association (ITSPA) and subscribe to the ITSPA Code of Practice. ITSPA can be contacted by post to ITSPA Secretariat, 11 Buckingham Palace Road, London SW1W 0WQ, by email to admin@itspa.org.uk or by calling 020 7340 1422.
This Code may be accessed from the “Contact” page of our website.