Our Code Of Practice

This Code provides a clear summary of the sales and marketing policies for our fixed-line telephony products. Further details can be found in our main Code of Practice. This can be found at www.unioncalls.co.uk

Union Calls Limited is an independent telecommunications company registered in England & Wales, company number: 09391781, and a competitive provider of telecommunications solutions to business and residential customers. Offering fixed line telecoms and broadband services in the United Kingdom.

For the most up to date information, please refer to our website at www.unioncalls.co.uk. This Code does not affect your rights as a consumer and is not contractually binding on you or Union Calls. A copy of this Code is available to customers at www.unioncalls.co.uk. If you would like to obtain printed copies of this Code free of charge, or a copy in large print, please let us know at the address below.

Introduction To Our Company And Services

UNION CALLS LIMITED is an independent company that delivers communications services primarily to residential and small business customers. While we may not provide all the component parts of our services ourselves we do 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.

How to Contact Us

    Please contact our Customer Service Team.
  • By phone: from 9.00am until 5.00pm Monday-Friday on 02036 330 131
  • By email: customerservices@unioncalls.co.uk 24hrs/7days
  • By letter: UNION CALLS LIMITED, Lytchett House,13 Freeland Park,Wareham Road,Poole,Dorset,BH16 6FA
  • Or via our website www.unioncalls.co.uk

Our products and services

  • Landline calls
  • WLR -Wholesale Line Rental
  • Broadband Bundled

For more details on any of our products and services, or to place an order immediately, please contact our Customer Service Team on 02036 330 131.

Commitment to Quality:

We are proud that our business is an independent business and that our growth should be delivered by referral from our customer base and the preferred status we hold with several esteemed organizations.

The purposes of these commitments are:
To provide you with a standard of protection provided by law.
To ensure that our sales and marketing activities are practiced in a responsible manner and deliver good practice.
Union Calls Limited (Trading as Union Calls Limited) is registered in England & Wales (Company number 09391781)

Our Commitment to you:

Our commitments within these Codes deal with any concerns arising before, during and at the point of sale, with particular emphasis on the avoidance of mis-selling and misrepresentation.

Our main aim is to ensure that you understand the services offered and the key terms of any contracts you are entering into.

Union Calls believes in providing the highest levels of customer service and satisfaction. We are constantly reviewing our services and processes in order to provide our customers with the best service available today.

We do not want as customers those who have been mis-sold or had our service misrepresented so we welcome any feedback from customers who feel so sold to. It is our mission to remove any sales activity that causes these problems.

Sales, marketing, advertising and promotion:

We approach customers in many ways – by press advertising, promotions, post, fax, electronic mail, telephone or in person. In all cases, Union Calls employees and representatives and agents must act responsibly and comply with this Code, and any other relevant codes of practice, laws and regulations.

We aim to ensure that our advertising and promotional literature is clear, unambiguous, accurate and fair, containing no false or misleading information about price, value or service. We will not denigrate other service providers or claim to be acting on behalf of them.

We will respect your wishes where you have registered with any relevant preference service, including the Mailing Preference Service, the Telephone Preference Service, the Fax Preference Service and the E-mail Preference Service.

All sales agents will be regularly monitored for quality purposes. In the case of call centre sales staff recordings will be maintained for 6 months to monitor the process, a process of reviewing a sample of calls made will be followed and corrective action will be taken, if any issues arise from this process.

The way we pay our Call centres will not encourage poor sales practice and non-compliance with the commitments in this Code. All our call centres have signed up to our "Quality Assurance Guarantee", the effect of breaking this guarantee is significant to the call centre.

General Sales Representatives must clearly identify the business (Union Calls) and the purpose of the contact at the beginning of the conversation. Sales Representatives must be courteous, use appropriate language and offer clear and straightforward explanations. Representatives must cease contact with any person who indicates that the contact is inconvenient, unwelcome, inappropriate or too long.

Sales Representatives must take care to ensure that customers entering into contractual agreement understand all details and information provided to them.

Sales representatives must not sell to vulnerable individuals. Calls to individuals who clearly do not understand or are confused must be politely ended.

Sales representatives must not sell to those who are under the legal age for entering into contracts, being under aged 18. Sales representatives must ensure that the person agreeing to the sale is authorized to do so by being the account holder or confirming that they are an authorized decision maker for that household or business.

We will not accept sales from those who are over 80 years of age who clearly does not understand the service being offered. All calls are listened to independently and any call where the potential client is unclear or confused will have the sale withdrawn. Only in rare cases where an individual is above the age of 80 years, and who show a clear intent towards signing up for the services, will we provision such orders unless taken through an additional verification where they respond clearly to the questions asked of them by the Sales representative, followed by a confirmation call made from the Head Office by a section of staff dealing with old aged customers the next day, of them signing up with our services.

Recruitment and Sales training:

We have strict procedures for the recruitment and selection of all staff (or any sub-contractors) who have direct contact with customers. This includes identity and security checks.

We endeavour to have adequately trained sales staff able to give accurate and clear information about our fixed-line telephony services to potential customers. Our staffs are aware of the industry practices in the UK that allow customers to change provider and the conditions which apply.

Our staff understands the various packages and services offered as part of Union Calls and how they compare to competing products. They will be able to explain the ordering process, our prices, the terms and conditions which apply and the process for cancelling a contract during the cooling-off period or at any time following commencement of the service.

We ensure that all our sub-contractors and agents have equivalent selection and training procedures in place.

Customer contact:

Our sales staffs do not make contact outside the hours of 8am – 8pm and do not telephone outside the hours of 8am–9pm, unless you ask them to.

Entering into a contract – information, order forms and contracts:

Customers will be given the following information in our product brochure/T's & C's in a clear comprehensible prominent and accurate manner:

Our company name, address and contact details

A description of the service chosen and how it works, including the cost of any standing charges (a full list is available on our web site)

Details of the payment terms

The process for provision of the service

Details of the right of cancellation and the process for exercising it

The period for which the charges remain valid

The minimum period of contract and minimum contract charges. That we are an independent company

We will also send to all customers a letter setting out details of the transfer and the following information:

- Date of notification

- CLI(s) affected

- Switchover date

- Our contact details for any queries

Where relevant, sales conducted in this way will comply with the Consumer Protection (Distance Selling) Regulations 2000 and General Conditions 24 as stated with Ofcom and any other relevant codes of practice, laws and regulations.

Cancellation & Agreement:

If you feel that you wish to change your mind after signing up to our services, we will terminate the contract if you let us know within the 10 working days cancellation period (cooling off period).

If you wish to end your contract you may do so at the end of any contracted period without having to pay any early termination fee or penalties, provided you give us minimum of 28 days prior notice [i.e. during month 17 of a 18 month contract, or during month 23 of an 24 month contract].

If you wish to end your contract with us in between the contractual agreement, without giving us the required notice, you will be liable to pay a termination fee. The termination fee for land line phone will be £14.99(Monthly Line Rental Charge) AND for broadband the monthly package, for every part and full month remaining to the end of the contract period, or subsequent renewable period. You can also view details of this on our Terms & Conditions (Section 2(d.2)) at www.unioncalls.co.uk)

Faults and repairs

Please call our Customer Services & Fault Notification Team on 02036 330 131 if you experience a fault with any of our services. We aim to have this investigated and repaired within two days.

If you are moving home or office

Please call our Customer Services Team on 02036 330 131. At least 30 days before you move so that we can make the appropriate arrangements and ensure that you are not charged for calls made from your old address once you have moved. We will amend your account and billing requirements as necessary and a final bill can be sent to your new address once you have moved. It may not be possible to provide the telephone service at your new address, if this is the case we will tell you as soon as possible.

Price lists

Our pricing structure can be made available by contacting our Customer Service Team on 02036 330 131 and via our website www.unioncalls.co.uk. We will write to you in advance if we change the pricing structure on your products and services. All our products and services pricing are shown excluding of vat.

For internet orders, links to the terms and conditions of the agreement and the information referred to above will be clearly displayed and the information will be available to be easily downloaded and printed.

Billing & Payments

We will bill you monthly. Payment can be made by direct debit. This is agreed at the start of your contract. We provide basic itemized bills or email bills as part of our service to you for free of charge if you have an online account. Payment for services must be made from a UK residential bank account, by Direct Debit.

At the customers' request, full written information about tariffs must be made available. If you have difficulty paying your bill, please contact us on 02036 330 131 and we will try to arrange a payment plan. We will do all we can to help our customers to manage their bills and avoid disconnection or penalties. Please refer to Union Calls's terms and conditions.

Although we pride ourselves on our quality of service, we may occasionally get it wrong. If you are unhappy with the service you've received, please tell us and we will do all we can to resolve the matter quickly and satisfactorily.

We will always try to resolve the matter during your first telephone call but if we can't, we will give you an approximate timescale and return your call.

We keep under review the procedures by which contracts are agreed and take appropriate steps to prevent recurrence of any problem identified.

If you feel your complaint has not been resolved and you remain unhappy please follow the steps below:

Consumer Code of Practice on Complaint handling and Dispute Resolution:

1. Contact our Customer Services in any of the following ways:

On the customer services number 02036 330 131,

By emailing us at customerservices@unioncalls.co.uk; or complaints@unioncalls.co.uk; OR By mailing your complaint to the following address:

Union Calls Limited, Complaints Department at Lytchett House,13 Freeland Park,Wareham Road,Poole,Dorset,BH16 6FA

2. Our Customer Service Advisor will do his/her best to fully resolve your complaint.

3. If you are not satisfied with the way in which the Customer Service Advisor proposes to deal with the issue, you should ask to speak to a Customer Service Floor Supervisor. If that person is not immediately available, they will contact you to review your complaint within 24 working hours and Endeavour to resolve it quickly.

4. If you still not satisfied and the issue remains unresolved after dealing with a Floor Supervisor, you should ask for the issue to be escalated to the Complaints Department, we will now require a letter from you addressed to the Complaints Department detailing the full nature of your complaint and the name of the Floor Supervisor that you have spoken with. When received this will be allocated a Formal Complaint "Case" number and your complaint will be investigated as a Formal complaint.

5. There now is a maximum of 8 weeks in order to resolve your complaint

6. We hope it won't come to this but if, after dealing with the Compliance Department, you are still unsatisfied with our response and we have written to you with our final position (known as 'deadlock') or we have not resolved your concerns within 8 weeks, you will now be able to contact an independent arbitrator. You will now have a period of not more than 6 months to register your grievance.

The contact details for the two independent arbitrator services approved by OFCOM are:

Communications and Internet Services Adjudication Scheme (CISAS)

70, Fleet Road, London, EC4Y 1EU Tel: 02075 203814 Email: info@cisas.org.uk Website: www.cisas.org.uk

The Office Of The Telecommunications Ombudsman (OTELO):

PO Box 730, Warrington, Cheshire, WA4 6WU Tel: 01925 430870 or 0845 050 1614 Email: enquiries@os- communications.org - Website: www.os-communications.org

CISAS & OTELO are the two independent organizations which is approved by Ofcom to provide an alternative dispute resolution (ADR) service. Ofcom-approved ADR services sort out disputes between communications providers and their consumer and small business customers. Their job is to investigate complaints fairly by listening to both sides of the story. They look at the facts given to them before recommending any action that may be needed to put things right.

Non-compliance with this code does not affect the validity of any contract between the company and the consumer, unless the law states otherwise.

Data protection: Union Calls Ltd is registered with the Data Protection Agency to hold information necessary to supply services to our customers.

Responsibility for compliance with this code of practice:

If you feel that any Union Calls representative has breached this code in anyway please contact the Compliance Manager at Union Calls, Lytchett House,13 Freeland Park,Wareham Road,Poole,Dorset,BH16 6FA or by calling us on 02036 330 131. Please provide as much information as possible to enable a full investigation to take place.

Useful addresses:

Communications and Internet Services Adjudication Scheme (CISAS)

70, Fleet Road, London, EC4Y 1EU Tel: 02075 203814 Email: info@cisas.org.uk Website: www.cisas.org.uk

The Office Of The Telecommunications Ombudsman (OTELO):

PO Box 730, Warrington, Cheshire, WA4 6WU Tel: 01925 430870 or 0845 050 1614 Email: enquiries@os- communications.org - Website: www.os-communications.org

The Office of Communications (Ofcom):

Riverside House, 2a Southwark Bridge Road, London SE1 9HA Tel: 0845 456 3040 or 020 7981 3040 Email:contact@ofcom.org.uk Website:www.ofcom.org.uk

PhonepayPlus Clove Building, 4 Maguire Street, London, SE1 2NQ Tel: 0207 940 7474 Website: www.phonepayplus.org.uk

Telephone Preference Service DMA House, 70 Margaret Street, London W1W 8SS Tel: 0845 070 0707 Website: www.tpsonline.org.uk

Federation of Communication Services (FCS) Burnhill Business Centre, Provident House, Burrell Row, Beckenham, Kent BR3 1AT Tel: 020 8249 6363 Email: fcs@fcs.org.uk Website: www.fcs.org.uk