Intelesis Limited

Complaints Handling and Dispute Resolution Code of Practice

Introduction and Services

Intelesis Ltd is a responsible company which offers WLR, CPS and Broadband to small and medium size businesses in the UK.

As a telecommunication service provider, Intelesis Ltd offers line rental, network features and calls to our customers. 

Contact Details
Intelesis Ltd’s HQ is based at:

Aizlewood Mill, Aizlewood's Mill Business Centre, Nursery Street, Sheffield, S3 8GG
Telephone Number:
Facsimile Number:
E-mail: Website: intelesis.co.uk

Status of Code

This code is designed to clarify Intelesis Ltd’s position for the benefit of its customers.  Intelesis Ltd fully complies with the provisions of this code under the guidelines and regulations applied by OFCOM, the communication regulator, under General Condition 14.  The provisions of this code only apply to customers, as defined within the Communications Act 2003 (i.e. domestic and small businesses with less than 10 employees), and does not apply to all businesses.

Pricing Information

All customers are provided with full pricing information and the appropriate package terms and conditions at the point of sale.  Some general pricing details are available on the Intelesis Ltd website, located at intelesis.co.uk, however, for full details, please contact our customer service department, who will be pleased to send a full pricing sheet.  The appropriate package terms and conditions are available by request by contacting our customer service department.

Contract Conditions

The Intelesis Ltd contracts are set out in a format, which provides an overview of the contract and general terms of supply.  The below features appear clearly on the contract:

• Contact details for the Company
• Minimum period of supply*
• Features of service, including charges for local and national calls, key discounts off BT standard business rates, and reference to pricing sheets
• Payment terms
• Termination procedures and fees, which may be applicable
• Customer Service opening hours

All customers are provided with applicable terms and conditions at the point of sale.

Intelesis Ltd offers all customers with 10 or fewer employees, a consolidation period.  All customers are made aware of this period.  No cost will be applied for accepted cancellations during this period.  Request for cancellation should be made by telephone to the customer service department on 09967, by writing to Customer Services, Intelesis Ltd, Aizlewood Mill, Aizlewood's Mill Business Centre, Nursery Street, Sheffield, S3 8GG, by facsimile to or by email to

Cancellation requests outside of this period will be referred to the terms and conditions, of the customers’ contract.  A copy of the terms and conditions are available by contacting our customer service department on 09967.  This ensures that the customer is provided with the correct terms and conditions which are applicable to the agreement entered into.

Intelesis Ltd’s standard minimum period of supply for all new customers is 3 years, unless otherwise stated.

Refund Policy

Any customer who has provided written notice, either via email or letter within the accepted timescales for cancellation of contract will be entitled to a full refund of charges within 7 working days from receipt of cancellation. This will be subject to the passage back to the customers of any non-cancellable costs, Intelesis Limited bears in relation to its subcontractors / suppliers.

In the case of WLR provision, via BT wholesale service providers, this will be 21 working days from placement of order.

Complaint handling process

Any customer complaints relating to our service should be made in the first instance in writing to Noel Liverton, Compliance Manager, Intelesis Ltd, Aizlewood Mill, Aizlewood's Mill Business Centre, Nursery Street, Sheffield, S3 8GG.  An internal investigation will be conducted and we aim to provide a resolution to the customer within 28 days.  If the customer believes that their complaint has not been dealt with satisfactorily then they should then write to The Managing Director, Intelesis Ltd Ltd, Aizlewood's Mill Business Centre, Nursery Street, Sheffield, S3 8GG.  The Managing Director will endeavour to provide a resolution to the customer within 28 days.

The company will investigate all complaints and take appropriate action to resolve any complaint. Appropriate disciplinary action will be taken against any employee who has an upheld complaint made against them. A permanent record of the complaint will be held.

Complaint Acceptance

A record of the complaint, together with all subsequent activity, will be entered onto the appropriate customer database within the comments field.

The immediate enquiry handler (the employee who makes first contact with the source) will attempt to resolve the complaint. If the handler is not able to successfully resolve the complaint, the relevant information will then be passed to the appropriate department.

Unresolved enquiries will be transferred to the compliance department.

Complaint Investigation

The compliance department will investigate all complaints and collate all relevant evidence. This may involve speaking to the customer to document the course of events that led to the complaint. Independently, employees may be asked for their versions of events.

The compliance department will complete their investigation and present a report to the Managing Director.

They will also relay the decision of the how the complaint is to be resolved to the customer and provide details of how to escalate the complaint if the customer is not satisfied, if appropriate.

Disciplinary Action

The Managing Director after considering the compliance department’s report, and taking further advice where required, will impose disciplinary action against employees, if appropriate.  This action may include:

• Re-training
• Verbal warning
• Written warning
• Termination of employment

Previous complaint history will be taken into account.

Complaint Resolution

The Company aims to resolve all complaints to the satisfaction of the customer. This must be balanced against an obligation to the employee to be treated fairly and to the commercial reality of the customer’s contractual obligation.

If the customer is not satisfied a further course of action will be advised.

Compensation will be considered where appropriate, if genuine fault can be established. Alternative dispute resolution procedure

If we have not resolved the complaint to the customer’s satisfaction after 12 weeks or if the customer has received a letter from us saying that the complaint has reached “deadlock”, the customer may make a complaint through Otelo, an independent alternative dispute resolution scheme whose contact details are as follows:

OTELO
PO Box 730
Warrington
WA4 6WU
Telephone:
Facsmilie:
Email:
Website: www.otelo.org.uk

Additional Information

This Code has been approved by Ofcom for the purposes of section 52 of the Communications Act 2003.  This code is available via the company internal intranet and is referred to on the company’s website.  The code is also available to customers upon request, free of charge, by contacting the customer service department on .