pinkconnect offers voice, data and mobile services to businesses throughout the UK and Northern Ireland directly to end-users through its Sales Department and to selected agents.

We use our industry expertise to go beyond existing solutions, continuously striving to find new ways to meet customers' evolving needs.

pinkconnect believes that customer satisfaction is the most important part of our business and that is how we operate. Whether your business needs new services, to check on the progress of a specific service, require new number ranges or revise your bill, we will do our best to meet your requirements to your satisfaction. We provide a one-to-one service.

pinkconnect values its customers and aims for the highest standards of account management and customer service. By investing in our people and in systems to support our customer care activity and by continually developing our services, we will deliver the best in customer care and stay ahead of our competitors.

This Code of Practice aims to give you, the consumer, a clear statement of how we conduct our business and to describe the relationship between you and us in all matters concerning your purchase of products and services from us.

General Contact Information and Tariff Information
Telephone - 0845 450 9393
Fax - 0845 450 0079
E-mail - info@pinkconnect.com

Customer Service
For customer service enquiries, please call our Customer Service line on 0845 450 9393 which is open 9am to 5pm Monday to Friday (exc. holidays).

If you would prefer to write to us instead, please address your letter to:

Head of Customer Services & Billing pinkconnect Ltd
Connect House
Mill Street
Shipston on Stour
Warwickshire
CV36 4AN

Office of the Telecommunications Ombudsman (Otelo)
Wilderspool Park
Greenall's Avenue
Warrington
WA4 6HL
Lo-call rate phone number: 0845 050 1614
Fax: 01925 430059
E-mail: enquiries@otelo.org.uk
Website: www.otelo.org.uk
Otelo resolves disputes between member operators and their residential and small business customers. pinkconnect is a member of Otelo.

Office of Communications (Ofcom) Riverside House
2a Southwark Bridge Road
London
SE1 9HA
Phone: 020 7981 3000
Fax: 020 7981 3333
E-mail: contact@ofcom.org.uk
Website: www.ofcom.gov.uk
Ofcom is the main regulator for the UK telecommunications industry.

pinkconnect provides a wide range of communications services falling into three broad categories:

Voice Services

Examples of these services include the resale of Wholesale Services direct and indirect phone services, number translation services, premium rate services, interactive voice response, managed private branch exchanges (PBX) and digital lines (ISDN).

Data Services

Examples of these services include broadband services (ADSL and fixed wireless access) and dedicated and fully managed point-to-point connections (LAN Speed).

Mobile Services

Examples of these services include standard mobile services, messaging (SMS) mobile email solutions and mobile virtual private networks.

We provide many more communications services than the examples listed here. For a full list of our services, please see the rest of the our site.

pinkconnect operates in a highly competitive industry, and pricing is based on many factors, including volume discounts and the specific services you require. We believe the competitive nature of the telecommunications industry will naturally result in competitive pricing to our customers, but we cannot make any guarantees about the price of our products or services except at the actual time of sale.

Customer satisfaction is the most important part of our business. We describe here in some greater detail our approach to our customers and the kind of customer services we offer. If you have any questions or need any further information, you are welcome to contact our Customer Service Department.

Our website answers frequently asked questions (FAQs) and will also answer most of your questions about our products and services.

You are usually able to terminate any of our services by giving one (1) month's notice. Please note, however, that our services are subject to a minimum contract period as specified in your contract, usually between 12 and 60 months calculated from the date when your service commenced.

We aim to fix the fault and restore full service within a standard response time of 8 working hours from when you notify us of a fault on our service. This is a target time which means that we do not offer any compensation if we fail to meet this target unless we have specifically agreed with you that such compensation shall be payable.

We also offer additional service level agreements which are agreed separately with our customers. These service level agreements are tailor-made to correspond to individual customers' needs. You can obtain additional information by contacting our Customer Service Department (please see contact details above under Section 3).

Our up-to-date standard price tariffs, including details of standard discounts and special and targeted tariff schemes are available from one of our account managers.

We invoice our customers on a monthly basis. This may vary depending on the service concerned. For more detailed information, please contact our Customer Service Department (please see contact details above under Section 3).

We accept the following methods of payment: Direct Debit, BACS and Cheques, although for some services or tariffs, we may require direct debit and/or other security.

We are able to provide itemised bills to customers who request this, and also special digital format bills upon request.

We want to help our customers to manage and pay their bills from us. Our measures in this area include:

promoting good customer service

encouraging prompt and full payment of bills

minimising debt and disconnections due to non-payment of bills

strengthening our customers' awareness of our company procedures in this area.

It is our intention to help to the best of our ability customers with payment difficulties as well as to explain the actions we will have to take if our bills are not paid in full and on time.

pinkconnect only resells products from high performance networks and Wholesale, measuring performance by communications network providers against a number of comparable performance indicators.

We have a process in place for responding to customer complaints which is described in a separate document called "Customer Complaints Procedure". You can request a copy from our Customer Service Department (please see contact details above under Section 3).

We may be able to port your number to and from other operators subject to technical availability. We may charge you for porting a number.

pinkconnect and its affiliated companies may use your personal information together with other information for providing telecommunications services, marketing, administration, and training. We may disclose your information to our affiliated companies, service providers and agents for these purposes. We may also keep your information for a reasonable period of time for marketing purposes in order to contact you about our services, but you can choose not to receive such marketing material at any time by notifying our Data Protection Officer in writing (see contact details below). Occasionally the marketing material concerns the provision of services by third parties. pinkconnect also performs some processing of personal data required for commercial purposes (for instance, creditworthiness checks).

If you want to write to our Data Protection Officer, please use the following address:

Data Protection Officer
pinkconnect Ltd
Connect House
Mill Street
Shipston on Stour
Warwickshire
CV36 4AN

The terms and conditions describe the general legal and contractual obligations between our customers and us. The details of the terms and conditions will vary depending on the kind of service we offer. The terms and conditions for all our standard retail services can be found on this website or by contacting your account manager.

pinkconnect provide access free of charge to BT's '195 Directory Service for Blind or Disabled Customers'. Calls are connected onwards as required. BT's Text Direct Service is also available to all customers with speech and hearing difficulties and once again is free of charge. This service has short access codes to the Emergency Services, Operator Assistance and provides call progress announcements.

Details of these services can be found on the BT 'Age and Disability' website at www.bt.com/aged_disabled/index.jsp.

pinkconnect will assess all





We do not charge for withholding a phone number in any of the above ways.

However, even if you request withholding of a phone number, we are legally obliged to pass it on in certain circumstances e.g. to the emergency services in case of an emergency.

To request any of the above facilities, please contact our Customer Service Department (please see contact details above under Section 3).

The Independent Committee for the Supervision of Standards of Telephone Information Services (ICSTIS) regulates all Premium Rate Services (PRS).

All calls to Premium Rate Service numbers are charged at a higher rate than normal local, regional and national calls. If your complaint involves a dispute over charges for these calls, please contact our Customer Service Department (please see contact details above under Section 3).

If we believe the call charges to be correct it may still be possible to obtain compensation from the Service Provider responsible for the PRS service involved via ICSTIS. Although PRS Service Providers are under no obligation to provide compensation for any calls other than those made to PRS numbers which provide a "live", non recorded service, they will sometimes provide compensation on a voluntary basis for calls made to recorded information PRS numbers.

This Code of Practice is to be approved by Ofcom and will be reviewed and updated as and when required but at least every 12 months.

If as a customer you experience not being happy with our service, please let us know so that we can put things right as quickly and smoothly as possible. With this in mind, we have developed a Complaints Procedure which explains who you should contact and what do if you have a complaint about the pinkconnect telecommunications services. The Complaints Procedure is described here.

If you would like to report a fault or make a complaint about our service, please call our Customer Care line on 0845 450 9393 from 9am to 5pm Monday to Friday.

If you would prefer to write to us instead, please address your letter to:

Head of Customer Service and Billing
pinkconnect Ltd
Connect House
Mill Street
Shipston on Stour
Warwickshire
CV36 4AN

If you should wish to cancel a line or service, you should do so only in writing to the above address giving at least 30 days notice. Where the service is subject to a fixed term contract, early cancellation charges will apply.

When you contact us, we will normally ask you to give us the following information in order to deal with your complaint as efficiently as possible:

Company name and account number

Name, contact phone number and postal address

Nature of the complaint

When we have registered your complaint we will give you a call to acknowledge receipt or write to you.

We will make every effort to resolve your complaint when you first contact us. However this is not always possible and we may have to investigate your complaint further.

Whatever your complaint, we will give you our initial response to it no longer than 5 working days from when you notified us. If you are not happy about the way in which your complaint has been handled, you can send a letter to our Managing Director, who will look at it directly, at the address above.

All Premium Rate Services (PRS) numbers and the associated Premium Rate Service industry are regulated by the Independent Committee for the Supervision of Standards of Telephone Information Services (ICSTIS). This means that if you have a complaint about the way in which Premium Rate Service numbers are advertised or managed, the type of service provided or the way in which information received via a PRS number has been presented during the calls concerned, ICSTIS will be pleased to hear from you. All calls to Premium Rate Service numbers are charged at a higher rate than normal local, regional and national calls. If your complaint involves a dispute over charges for these calls, we will ensure that your concerns are looked into thoroughly and professionally if you let our Customer Care Department know on 0845 450 9393.

If we believe the call charges to be correct, however, it may be possible to obtain compensation from the Service Provider responsible for the PRS service involved via ICSTIS. Although PRS Service Providers are under no obligation to provide compensation for any calls other than those made to PRS numbers which provide a "live", non recorded service, request for compensation for calls made to recorded information PRS numbers can be made to ICSTIS.

The Independent Committee for the Supervision of Standards of
Telephone Information Services (ICSTIS)
4th Floor
Clove Building
4 Maguire Street
London SE1 2NQ
Phone: 020 7940 7474
Fax: 020 7940 7456