Yellowcom’s Code of Practice

Yellowcom provides telecommunication services to business customers throughout the UK. While we may not provide all the component parts of our service 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: 0141 882 4563 from 9.00 until 5.30pm Monday-Friday.

By email:info@yellowcom.co.uk

By letter: Yellowcom Limited, 200 Bath Street, Glasgow, G2 4HG

Purpose of the code

This Code of Practice is a voluntary code which informs you about our products, services, customer-care policies and where to find information about our charges and terms and conditions. The Code of Practice is reviewed on an annual basis or following any significant activity which may affect its content. This code of practice is published on our website at www.yellowcom.co.uk/codeofpractice . Additional copies are available free of charge to any small business customer.

Our commitment to you

We are committed to giving you the highest quality of customer service. We chose suppliers to ensure you get a high quality service.

Our Products and Service

  • Landline calls
  • Mobile telephone and data services
  • Business Broadband
  • Hosted Business Services

For more details on any of our products and services, or to place an order please contact our sales team on 0141 882 4563

Marketing

We operate to the highest standards and the principles of the British Code of Advertising, Sales Promotion and Direct Marketing, which are set out on the website www.cap.org.uk.

Terms and conditions

The terms and conditions describe the general legal and contractual obligations between our customers and us. The details will vary depending on the kind of service we offer.

When you subscribe to a service from Yellowcom, we will send you our Standard Terms and Conditions and ask you to sign a contract, if applicable. If you have questions, please call our Customer Service Team on 0141 882 4563.

Normally the minimum contract term for services is 12 months. Longer contracts may also be offered. We aim to provide services within the timescales specified within our contract, subject to the availability and installation of any equipment and, where appropriate, lines to your premises.

Tariffs

Yellowcom tailors tariffs to suit your requirements, which is why it’s important that you keep us informed of any changes to your call patterns. We will write to you in advance if we plan to make any change in our pricing for our products and services.

Billing and Payment Options

We normally invoice our customers on a monthly basis and we can provide itemised bills if required. There are also a range of payment methods available which you can chose at the start of your contract.

In order to avoid any disruption to service, we strongly recommend clients pay via an automated method such as Direct Debit.

We want to help our customers to manage and pay their bills from us by:

• Delivering good customer service
• Encouraging prompt and full bill payment

If however you have any difficulty paying your bill please contact us 0141 882 4563 and we will consider how best we can help including alternative payment methods. We will do all we can to help our customers to manage their bills and avoid difficult situations.

Faults and Repairs

Please call our Customer Service Team on 0141 882 4563 if you experience a fault with any of our services. We will aim to have this investigated and repaired within 10 days.

Cancellation

If you wish to terminate your contract within the minimum 12 months, please call our Customer Service Team on 0141 882 4563.

Compensation and refund policy

Our policy is to assess each claim as they arise. We aim to investigate any issues and respond within five working days. Any refunds that may be due will be credited to the next month’s invoice.

If you are moving office

Or there is any changes to your details please call our Customer Service Team on 0141 882 4563 no later than 30 days before the date any change happens. We will make any necessary amends to your account.

Number Portability

Yellowcom is able to offer number portability. This means that if we move your service from another supplier and you wish to retain the same number we can arrange it. This means you not need to notify contacts of a change of number. Please call our Customer Service Team on 0141 882 4563 for more information.

Directory Entries

You have a right to be included in the phonebook and directory enquiries, free of charge. Please contact our Customer Service Team on 0141 882 4563 for further information.

Complaints Handing Procedure

At Yellowcom we constantly strive to provide you with an exceptional service. However we recognize we sometimes get it wrong and when we do, we want you to tell us so we can put things right as quickly and smoothly as possible. To achieve this we have developed a Complaints Procedure which explains who you should contact and what you should do if you have a complaint about Yellowcom.

You can find a copy of our Complaints procedure on our website at http://www.yellowcom.co.uk/useful-information or copies can be requested from our Customer Service Team at 0141 882 4563.

Code of Practice for Premium Rate Service (PRS) and Number Translation Calls (NTS)

The code of practice is a voluntary code and intended for our small business customers using our telephony services. It contains information relating to NTS and PRS and explains our obligations under the code and how we help protect our customers who use these services

Number Translation Services (NTS)

NTS calls are numbers defined as “Special Services” by Ofcom for example numbers starting with 0845, 0844, 0870 as well as 0500 and 0800 Freecall numbers. We give details of prices made to these numbers in our tariff sheet.

Premium Rate Services (PRS)

PRS are known as “Special Services at a Premium Rate” by Ofcom and start with the numbers 090, 091 and 098 and 087. Directory Enquiry services which have numbers starting with 118 are also classed as PRS calls.

Calls to these numbers are charged at a much higher rate than normal calls as some of the call cost is sent to the provider of the service which might, for example be recorder information such as competitions, weather, chat lines or voting.

Charges for calling PRS services are found in our call tariff sheet. They are in two parts a service charge and an access charge. The service charge is the charge advertised by the company promoting the service and the access charge is kept by us with details shown within our tariff sheet.

You can also request help from PhonepayPlus (PPP) which is the industry body for PRS. You can check PRS numbers on the PPP website www.phonepayplus.org.uk and find company contact details to contact them or submit a complaint.

Rogue and Trojan Internet Dialers

There is currently rogue operators that can access and infect your computer without you knowing.

This activity can occur when you are browsing a compliant and known internet services website often with premium rate content. Examples of websites that have available premium rate content to download to your computer include music, films and adult material. When you access one of these sites a message should appear asking you to install software to enable you to access material from the website at an additional cost. When you install this software, your normal dialer will be temporarily replaced to pay for the content that you have just requested with a new dialer configuration

A Trojan is a programme that infects your computer and allows a hacker to run hidden tasks without your knowledge or consent. The latest Trojan’s can reconfigure your dial up connection and charge you at a premium call rate when you access the internet and click on a seemingly harmless pop up or link.

To prevent this happening install the latest software to protect your computer and always get the latest upgrades and patches from the supplier to ensure you are protected from the latest Trojans.

If you experience problems in this area you can complain to www.phonepayplus.org.uk and request help.

Useful Contacts and Addresses

Ombudsman Services:

CommunicationsPO Box 730, Warrington WA4 6WU

Tel: 020 7940 1614

Website: www.ombudsman-services.org

Ofcom

Riverside House, 2a Southwark Bridge Road, London SE1 9HA.

Tel: 020 7981 3040

email: contact@ofcom.org.uk

Website: www.ofcom.org.uk

PhonepayPlus

Clove Building, 4 Maguire Street, London SE1 2NQ.

Tel: 0800 500 212

Website: www.phonepayplus.org.uk

email: info@phonepayplus.org.uk

Last updated: February 2016