This code is intended to state publicly how we will act in the conduct of our business. We value our customer relationships highly and will endeavour to do everything possible to ensure that our customers are delighted with the services that we provide.
4Com’s Mission Statement is, “To be a company that becomes a benchmark for all competitors by providing total satisfaction to our customers and building an environment in which people are encouraged to grow, participate and share in the rewards.”
4Com specialises in providing, installing and maintaining digital telephone systems in addition to discounted line rentals and call rates to customers. With its headquarters in Bournemouth, the company employs over 300 staff in sales, marketing, technical and administrative roles.
Established in 1999 with the aim of improving the communications services of the UK’s SME market, 4Com has grown considerably and consistently since then, having installed over 15,900 business phone systems across the UK, with this number continuing to increase.
After many successful years of partnerships with Siemens and Samsung Communications, 4Com became an accredited premium reseller for HiHi, an innovative cloud-based VoIP system, which helps to revolutionise the way businesses in the UK communicate.
About this code
This Code of Conduct has been written in response to the General Condition of Entitlement (GC) 14.2 and GC 14.4 (Codes of Practice and Dispute Resolution) as set out in sections 52 to 55 of the Communications Act 2003.
The processes described in this document are in constant review to ensure best practice by 4Com’s employees, thereby ensuring corporate responsibility, quality assurance and satisfaction amongst our developing customer base.
- Supply of telephone equipment including telephone systems, handsets and mobile telephones.
- Installation and Support of telephone equipment and systems.
- On site and remote technical support.
- Line rental and provision of access to communications networks for the routing of the telephone calls.
- Supply of non-geographic telephone numbers.
- Broadband services.
- VoIP (Voice over Internet Protocol) solutions.
- Provision of computer software and hardware for managing telephone communications systems such as Voice Recording, On-Hold Marketing, Call management systems and Voicemail systems.
- Provision and set up of Computer Telephony Integration (CTI).
Our equipment pricing is dependent on a variety of factors including but not limited to;
- Number of extensions
- Period of lease
- Quantity and nature of additional equipment
- Whether installation, maintenance, line rental or call routing etc is included.
Cancellation of Services
Customers are entitled to cancel services in writing at any time. If this is prior to completion of the agreed contract period, early termination charges will apply. They will be calculated in accordance with the terms set out in individual contracts. Detailed advice can be obtained on 0330 444 4444.
All new telephone equipment is supplied with a 12 month warranty. If this equipment is faulty, it will be replaced free of charge within the first twelve months following installation. Equipment supplied from other manufacturers will be sold with a warranty period equivalent to that offered by the manufacturer.
All customers are given the opportunity to sign a Support contract for their telephone equipment. This gives an extended warranty and covers all charges for faulty equipment replacement and engineering charges during the term of the contract.
Support and Repairs
Technical enquiries are logged upon receipt of a telephone call, email, or via our web site. Depending on complexity they may be dealt with upon first contact or placed in a queue to be dealt with by call back in order of priority.
The level of service offered, and response times are constantly monitored to ensure that customers receive a prompt efficient and professional response to all enquiries. During office hours, we aim to consistently achieve an initial response to all technical problems within an hour of notification.
Annual Support contract charges are invoiced prior to each anniversary of contract commencement. Payment must be made prior to the annual renewal date in order to ensure service continuity.
Access to Services
4Com predominantly relies on proactive telemarketing calls coupled with digital marketing to arrange appointments for sales representatives. The company has also experienced great success with a referral scheme whereby existing customers recommend associate businesses that would benefit from our services.
Customers can discover more information regarding the range of services available from 4Com, including our full list of terms and conditions, on our website www.4com.co.uk.
Complaint Handling Process
The 4Com Complaint Handling Process ensures that any complaints are rigorously examined and their validity established. Corrective actions can then be assigned as necessary to prevent similar instances from occurring and to provide a better service to our customers.
The complaints procedure applies to any activities that are suggested by a customer to be of an unsatisfactory standard. Any complaint received from a customer concerning the actions taken by 4Com shall be entered into our database and, if it cannot be resolved at departmental level, will be escalated to a member of our Customer Services Team.
The Customer Services Team member will discuss the complaint with the customer and liaise with the head of the department concerned and fully investigate the claims made. Activity on the account may be suspended pending investigation and response to the complaint. The Customer Service team member and the head of the department concerned will investigate and implement corrective action as required.
The management of complaints is monitored to ensure that all cases are handled within a suitable time period and that a satisfactory resolution with the client is reached. All actions taken in investigation and resolving customer complaints are recorded on the customer database.
In the event that we are unable to resolve a complaint to our mutual satisfaction we would actively refer the complaint to Ombudsman Services.
Analysis of the complaints can identify if subsequent complaints relate to areas that should have been addressed by previous corrective actions. Instances where complaints still arise after corrective action has been implemented are reported to the Board of Directors.
Alternative Dispute Resolution (ADR) Procedure
If the complainant remains dissatisfied with our response, we will encourage the complainant to contact the telecommunications dispute resolution organisation, Ombudsman Services, for an independent assessment and assistance with obtaining a satisfactory resolution of the matter.
Contact details for Ombudsman Services are as follows.
Ombudsman Services: Communications
3300 Daresbury Park, Daresbury, Warrington, WA4 4HA
Compensations or Refunds
Where it is apparent that we have overcharged a customer in error we will issue an immediate refund upon customer request. The full extent of our liability for direct or indirect costs, loss of profit or goodwill is clearly set out in the contract documentation which is signed by every customer at point of sale. Customers should refer to their Order Form terms and conditions for further details.
In the event of a billing error, we will immediately investigate upon notification by our customer and if appropriate, will rectify the error on the next invoice. A full itemisation of call charges is available at an additional cost.
Other invoices are despatched as and when other services are provided. Except by prior arrangement, these are payable upon completion of the work to which the charges relate. We endeavour to ensure that invoices provide a clear explanation of the nature of the charges and due date.
We aim to ensure that the terms and conditions under which we trade are clearly communicated to our customers at point of sale. We always provide customers with a copy of all contractual documentation that they have signed at the time of sale.
We maintain a database of customer information. We comply with all aspects of the General Data Protection Regulation which came into effect on 25th May 2018.
We are an authorised member of the Financial Conduct Authority (FCA) and in accordance with the FCA`s strict rules of conduct, we provide support to Consumers and protection of Consumers` rights and interests, as well as ensuring that this is extended whenever we act as an introducer to financial intermediaries in order to assist customers purchasing telephone systems
Communication with Customers
We value regular communication with our customers and wish to receive feedback about the quality of our service as well as suggestions as to how we can improve our service or offer alternative products and services that our customers would value.
We are happy to receive feedback by telephone call, letter or via e‐mail. Appropriate contact details can be found on the “Contact” page of our website at www.4com.co.uk.
Rather than sit back and wait for our customers to contact us, we pro-actively seek to speak to our customers. We have a dedicated Account Management Team who regularly contact all our customers to ensure that they are happy with the services that they are receiving and to see if there are any matters which they would wish to bring to our attention. We believe that this pro‐activity ensures that we have an improved understanding of our customers’ requirements and can constantly work to ensure that we are providing the service that they need.
When contacting new customers, 4Com is committed to fully complying with the TPS scheme, which allows companies and individuals to opt out of receiving unsolicited telephone calls. All telephone calls both inbound and outbound are recorded for quality monitoring and staff training.
4Com strives to be compliant with all regulatory requirements for its industry. By training and monitoring our people, auditing and updating our policies and processes so that they reflect current regulations, we consistently ensure we are fully compliant.
Distribution of this Code
This code will be distributed internally within 4Com via the company intranet and within new staff training material.
The code will be made available to the public externally free of charge via our website www.4com.co.uk in text form or downloadable PDF file.
Company Name: 4Com Technologies Ltd
4Com Technologies Ltd, One Lansdowne Plaza, 24 Christchurch Road, Bournemouth, BH1 3NE
Customer Service Contact Number
Tel: 0844 576 2223