Introduction to our company and services
FTP Group Ltd is a company that delivers communications services to domestic and 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.
Purpose of this Code of Practice
This code informs you about our products, services, customer-care policies and where to find information about our charges and terms and conditions. This Code of Practice is published on our website at www.ftpgroup.co.uk. Additional copies are available on request and free of charge to any domestic and small business customer. It is also available in alternative formats
How to contact us
Please contact our Customer Service Team:
By email: hello@ftpgroup.co.uk
By letter: FTP Group Ltd, The Hub, Unit 900, Stonehouse Business Park, Gloucestershire, GL10 3UT.
Our commitment to you
We are committed to giving you the highest quality of customer service. When we purchase our services from wholesale providers, we choose those providers carefully to ensure that you get a high-quality service. We make every reasonable effort to supply services that satisfy your requirements. We work to all relevant laws and regulations.
Our products and services
Outbound calls
ISDN – digital telephone lines
Fixed Line Landline
Telephone Systems & Hardware
Mobile
Inbound Call Management
SIP Trunking
Data Connectivity
Broadband
Hosted Telephony
For more details on any of our products and services, or to place an order immediately, please email hello@ftpgroup.co.uk.
Marketing
We work to the principles in the British Code of Advertising, Sales Promotion and Direct Marketing, which are set out on the website www.cap.org.uk
Terms and conditions
When you subscribe to a service from FTP Group Ltd, we will send you our Standard Terms and Conditions and ask you to sign a contract, if applicable. If you have any questions, please email hello@ftpgroup.co.uk
The minimum contract term for our services is dependent on which services you decide to take. For more information on minimum contract terms please email our Customer Service Team at hello@ftpgroup.co.uk.
We aim to provide services within 10 working days of your original request, subject to the availability and installation of any equipment and, where appropriate, lines to your premises. If we need to carry out a survey of your premises or lay additional cabling, we will inform you of the revised timescales as soon as we can.
Cancellation
If you decide to cancel your order or agreement before we have provided the services, you may do so without charge within ten working days after your order is placed. After ten working days an early termination charge may apply but this will be explained to you. Any applicable early termination charges can be found in your Terms and Conditions.
Faults and Repairs
Please email hello@ftpgroup.co.uk if you experience a fault with any of our services.
Compensation policy
FTP Group Ltd provide clear, transparent, plain English information regarding the trading agreement with the terms and conditions for our organisations to work together. Our reputation and dedicated support teams ensure we provide high level support when you most need it and we aim to have you up and running again as soon as possible. As a result, we do not subscribe to fixed voice , other fixed-line services, Broadband service level agreements or the Automatic Compensation Scheme as we feel our standards, experience and flexibility provide you with better practical solutions than relying on a prescribed minimum standard. Our terms and conditions are always available for you at www.ftpgroup.co.uk/terms-and-conditions/
Price lists
Our pricing structure is available from our Customer Service Team at hello@ftpgroup.co.uk. We will contact to you in advance if we change the pricing structure on your products and services.
Billing
We will bill you monthly (or explain your billing cycle).
You can pay us via a range of options including credit card, cheque and direct debit. These are agreed at the start of your contract. If you wish to change your method of payment at any time, please call our Customer Experience Team.
We provide itemised bills as part of the service to you/ on request for a fee of £5.00 per month.
If you have difficulty paying your bill, please contact us at hello@ftpgroup.co.uk and we will try to arrange a different method of payment. We will do all we can to help our residential and small business customers to manage their bills and avoid disconnection. In any event, you will be given 48 hours notice of any decision to disconnect your services.
If you are moving home or office
Please email our Customer Service Team at hello@ftpgroup.co.uk giving at least 30 days’ notice before your move date. We will amend your account and billing requirements as necessary. We will endeavour to offer you the same telephone number to minimise disruption but please note that for geographic numbers this is not always possible.
Number porting
We recognise that keeping your existing telephone numbers may be important to you. If you move your business to us and wish to keep the number that you have with your old provider, we will arrange it if you ask us. We will work with you to ensure that the services are switched over at a convenient and appropriate time. Please give us as much notice as possible. For more information, please email our Customer Service Team at hello@ftpgroup.co.uk
Complaints
We make every effort to ensure that our customers are happy with the level of service, and the products and service they receive from us. However, despite our best efforts, things can go wrong. We take customer complaints very seriously and aim to resolve them quickly and efficiently.
Our Code of Practice on Complaint Handling and Dispute Resolution explains how customers can complain. The code also provides information on how we deal with complaints and your right to take unresolved complaints to Alternative Dispute Resolution. You can find a copy of our Complaints Code on our website at www.ftpgroup.co.uk Alternatively, copies are available free of charge and on request from our Customer Service Team.
Nuisance calls
We take the problem of nuisance calls and malicious communications very seriously. We tackle it by working closely with the police and others in the communications industry. If you have been a victim of this activity, please email the Customer Service Team at hello@ftpgroup.co.uk to report the incident and for information on how to deal with it.
Services for people with special needs
We are committed to helping all our customers to communicate easily. We offer the following additional services on request for customers who are older or who may have a disability, including:
Copies of this Code are available in larger print and other formats on request
Data protection
We comply fully with our obligations under the Data Protection Act 1998.
Purpose of this Code of Practice
This code informs you about our policies on providing information about Premium Rate Service (PRS) calls and on our charging policy for calls to NTS and PRS numbers.
Premium rate services
Premium rate services (PRS) are telephone numbers that offer some form of information or entertainment that is charged to your phone bill. UK-based PRS numbers are normally prefixed by “09”. The 0871,0872 and 0873 ranges are now also designated as Premium rate numbers and subject to PRS regulation. Typical services include TV votelines, mobile ringtone downloads, technical helplines, charity fund-raising and adult entertainment.
Charges for these services are added to your telephone bill. Calling a PRS number generally costs between 8.51 pence and £3 per minute, or £5 per call or per text (excl. vat). Calling these services from, for example, mobile phones, cable networks or public payphones will generally cost more than the advertised rate. Our access charges for calling these services are shown in our price list, which is available on request from our Customer Experience Team and via our website.
If you have a problem with PRS, we can help. We can provide advice on checking the telephone number of any PRS charges that appear on your bill and will try to help you identify the premium rate service provider. We can use call barring to restrict access to “09” numbers. Please email our Customer Experience Team at hello@ftpgroup.co.uk for advice on this. We can give you a factsheet on PRS.
You can also ask for help from PhonepayPlus which is the industry-funded regulatory body for Premium Rate Services. PhonepayPlus operates a code of practice that sets out standards for the operation of PRS. You can use the PhonepayPlus website at www.phonepayplus.org.uk to check PRS numbers direct or to submit a complaint. PhonepayPlus has legal powers to require a provider of PRS to amend its service or promotional material (or both) and can also impose penalties on content service providers. For other ways to contact PhonepayPlus, see the “Useful addresses” section below.
Number translation services
Number translation services (NTS) are based on numbers that are normally pre-fixed “08”. For example, 0800 and 0808 are used to provide freephone services (some freephone services are also provided on 0500 numbers). 0844 and 0845 numbers are normally used for customer service helplines. 0870 numbers are used for information services, technical helplines and telephone banking. They are also used by organisations to help them provide call-management features such as intelligent call routing and fax-to-email services.
Charges for calling services on NTS numbers are added to your telephone bill and standard prices range from free up to 4.2p per minute or per call (excl. vat). Calling these services from, for example, mobile phones, cable networks or public payphones will generally cost more than the advertised rate but communications providers must publish prices for calls to 0870 numbers where these are higher than for calls to geographic numbers. Our access charges for calling these services are shown in our price list, which is available on request from our Customer Services Team and via our website. We can also give you a factsheet on NTS.
If you are unhappy with the help you have received from us on a problem with PRS or NTS, please contact the Legal Department at hello@ftpgroup.co.uk You may also complain using the complaints procedure set out in our complaints code including, ultimately, referring your complaint to The Communications Ombudsman/CISAS.
The Telephone Preference Service
If you don’t want to get sales and marketing calls you have not requested, you can add your details to a list run by the Telephone Preference Service (TPS). If your number is on the list, it is illegal for a company to call you for marketing purposes. You can contact the Telephone Preference Service via www.tpsonline.org.uk or by telephoning 0845 070 0707.
FTP Group Ltd delivers communications services to domestic and 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.
We make every effort to ensure that our customers are happy with the level of service, and the products and service they receive from us. However, despite our best efforts, things can go wrong. We take customer complaints very seriously and aim to resolve them quickly and efficiently.
If you have a complaint about any part of our service, please contact our Customer Service Team using one of the following:
Email: hello@ftpgroup.co.uk
Letter: FTP Group Limited, The Hub, Unit 900, Stonehouse Business Park, Gloucestershire, GL10 3UT
If you email, our advisors will be in touch by telephone to ask you about your complaint and seek to resolve the problem while you are on the line. During any discussions we will protect the privacy of the information that we hold on you. To do this we may have to ask you questions to confirm that we are speaking to the right person.
If you make your complaint by email or in writing, we will acknowledge receipt, advise how and when we will next respond and provide you with a contact point for checking progress on the resolution of your complaint.
We will try to resolve your complaint quickly and efficiently, and to keep you informed at all times. We normally aim to resolve complaints within 10 working days but, depending on the nature of the complaint, this is not always possible. However, if you are not happy with progress in resolving your complaint you can ask the person to whom you are speaking to escalate the matter to their manager, and ultimately to a FTP Group Ltd Director. If we cannot resolve the problem, we will write to you to say so.
If it has been more than 8 weeks from the date you first contacted us to complain or if you have received a letter from us saying that your complaint has reached ADR, then you may ask for help from: Ombudsman Services – Communications PO Box 730, Warrington, WA4 6WU. Tel: 0330 440 1614 (phone), 0330 440 1615 (fax), 0330 440 1600 (textphone) and by email at: osenquiries@os-communications.org. The Ombudsman Services website is located at https://www.ombudsman-services.org and general enquiries may be sent to Email: enquiries@os-communications.org
The Ombudsman Services is an independent organisation 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.
Alternatively, if at any time you are not satisfied with the progress of your complaint you can ask us to agree an early referral to ADR (i.e. that we issue an ADR letter). However, we may decline to do so if we do believe we will shortly resolve your complaint and are taking active steps to do so.
The Ombudsman Services Communications (formerly Otelo)
PO Box 730, Warrington, Cheshire, WA4 6WU.
Tel: 01925 430870 or 0845 050 1614
email: enquiries@otelo.org.uk
Website: www.otelo.org.uk
Ofcom
Riverside House, 2a Southwark Bridge Road, London SE1 9HA.
Tel: 020 7981 3040 or 0300 123 3333
email: contact@ofcom.org.uk
Website: www.ofcom.org.uk
Phone-paid Services Authority
40 Bank Street, London E14 5NR
Tel: 0300 30 300 20
Website: www.psauthority.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 7186 5432
email: fcs@fcs.org.uk
Website: www.fcs.org.uk
This code has been licensed by The Federation of Communication Services Limited 2014
Licence number C-001998
The Hub, Unit 900,
Stonehouse Business Park,
Sperry Way, Stonehouse,
GL10 3UT
0800 288 4999
hello@ftpgroup.co.uk
© FTP Group Ltd 2024
