Code of Practice

This Code of Practice is published by CytelUK Telecom Ltd.

CYTELUK aims to be a highly professional telecommunications company providing an efficient, cost-effective and quality service to its customers and this Code of Practice aims to ensure that such a service is delivered.

The latest version of our Code of Practice is available on the CYTELUK website as set out in Section 3.

The Customer can receive a hard copy if required by contacting the Customer Service Department as set out in Section 3.

1.  Who we are

We are CytelUK Telecom Ltd (“CYTELUK”) with registered address at 12 Gateway Mews, London, N11 2UT and operation office at 8 Ashfield Parade, London, N14 5AB.

We provide the following services:

Telephone lines, Broadband Service, Call Packages, SIM only Mobile services, Greek TV services.

Different payment methods are available to provide flexible services for our customers.

The Customers’ registration details and orders are taken over the phone, in person, by email or by post. Terms, conditions and pricing are described and agreed upon the order placement.

2. The purpose of this Code

To inform our customers of their rights and obligations and how we handle complaints.

3. Contact details

Telephone : 0800 036 0078 for Customer Service, Sales, Billing and Technical support

e-mail : [email protected]

website : www.cyteluk.com

Office address: 8 Ashfield Parade, Southgate, London, N14 5AB

4.  Keeping you in the know

When the Customer signs up for CYTELUK services they receive detailed information on how to use the services and any equipment provided. This can be done over the phone, by email or written instructions that are included in the equipment.

In addition some information might be found on the CYTELUK website, including but not limited to rates sheets, details of all the relevant tariffs, details of any applicable mobile phone surcharges and maintenance charges, any other applicable charges and discount schemes that apply at that time as well as the Services Terms and Conditions.

5.  Faults

CYTELUK will use all reasonable endeavours to ensure that the Service is available at all times for use by the Customer.

The Customer may notify CYTELUK of a fault which causes an interruption in the provision of the Service, by calling the freephone 0800 036 0078 Option 3 Technical Support, 7 days a week between 9:00am to 9:00pm

Faults can occur on the CYTELUK’s network, our suppliers’ network or in the Customer’s premises.  

CYTELUK will follow all the steps necessary to rectify the fault at the earliest possible, depending on the nature of the fault and the time reported.

6. Cancellation

The Customer has the right to cancel or terminate their agreement with CYTELUK as described in detail in Clauses 5 & 10 of the Services Terms and Conditions.

CYTELUK may disconnect a Service and or terminate the agreement as described in detail in Clause 11 of the Services Terms and Conditions.

7. Invoice Dispute Resolution Procedure

If the Customer wishes to dispute any invoice or part of an invoice falling due, they shall, within (30) days after receipt of the invoice, deliver a notice over the phone or in writing to CYTELUK setting out the nature of his dispute, otherwise the invoice is deemed accepted. The notice should contain the following information:

Date and number of disputed invoice, amount in dispute, reason for dispute and any supporting documentation as appropriate. The undisputed part of an invoice must be paid.

8. Complaint Handling Procedures

If the Customer needs to make a complaint, they can call CYTELUK on the telephone number stated in Section 3 above to speak to a Customer Service Agent. Most Complaints are resolved satisfactorily at this stage. However complaints may be escalated where appropriate to the Customer Services Manager depending on the nature of the complaint.

In the unlikely event that a Customer’s complaint is not satisfactorily handled through the process described above then the Customer can send a letter to our Legal Department at the address indicated below.

CytelUK Telecom Ltd, 8 Ashfield Parade, London N14 5AB

In the case that the outcome from this process does not satisfy the Customer then they can seek advice from Ofcom, the UK’s communications regulator.

Ofcom is the government-approved regulatory and competition authority for the broadcasting, telecommunications and postal industries of the United Kingdom. Its purpose is to monitor and regulate communications within the UK.

The Customer can submit their complain or report issues relating to their phone and broadband services.

Ofcom
Riverside House 2a Southwark Bridge Road London SE1 9HA Phone: 0845 456 3000 or 020 7981 3040  Website: www.ofcom.org.uk

9. Customer Obligations

The Customer undertakes that the registration details they provide when placing their order, are true and complete.

The Customer agrees to inform CYTELUK of any changes to registration details immediately by calling the Customer Service Department or by sending an e-mail to the appropriate email address as stated in Section 3.

It is the Customer’s responsibility to have a clear understanding of the type of Service or Services they will be getting, the pricing as well as the terms and conditions of their agreement with CYTELUK when they place their order.

The Customer undertakes not to use the Service,

• • • As a mean of communication for a purpose other than that for which the Service is provided.
    • For the transmission of any material, which is, or intended to be a hoax call to emergency services or is of defamatory, offensive, abusive, obscene or menacing character.

10. Privacy policy

The Customer’s account details and personal information are covered by the Data Protection Act 1998.

11. Terms and Conditions

The Customer may request to receive a copy of CYTELUK’s Services terms and conditions when they sign for any of CUTELUK’s  services. The Services terms and conditions are also available on our website set out in section 3 above.

12. Customers with Visual Impairment

We are able to provide our written documents including our Code of Practice in an alternative format such as large print. The Customer should call the Customer Service Department and indicate whether they wish to receive bills, terms and conditions, our Code of Practice or any other information in this format.

13. Customers with Hearing Impairment

Our customer service representative has worked very closely with the RNID (Royal National Institute for the Deaf) to ensure that our Customer Service gets the relevant awareness in terms of giving the right assistance to our Customers with hearing impairment.

Please let us know if you have any suggestions on how we can improve the service we provide to our special needs Customers and our elderly Customers.