Consumer Code of Practice
Introduction to our company and services
SEARCHWOOD LTD T/A COMSCO is an independent company that delivers communications services to 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
The Code informs you about our products, services, and customer care policies. Our code has been approved by Ofcom, the independent regulator for the UK communications industries for the purpose of section 52 of the Communications Act 2003. This code of practice is published on our website www.comsco.com .Additional copies are available on request and free of charge to any business customer. It is also available in alternative formats (e.g. large print).
How to contact us
Please contact our Customer Service Team
|By phone:||01538 388 550 (From 9am until 5pm Monday-Friday.)|
|By letter:||SEARCHWOOD LTD T/A COMSCO,
Staffordshire ST13 5BZ
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
- Public/private/business two-way radio mobile radio services/ Common Base Station services
- Equipment and maintenance service
For more details on any of our products and services, or to place an order immediately, please contact our Customer Service Team on 020 7515 6644.
We work to the principles in the British Code of Advertising, Sales Promotion and Direct Marketing, which are stated on the website, www.cap.org.uk
Terms and conditions
When you subscribe to a service from SEARCHWOOD LTD T/A COMSCO, we will send you our Standard Terms and Conditions and may ask you to sign a contract for the use of our Common Base Station services. If you have any questions, please phone our Customer Service Team on 020 7515 6644. We may carry out a credit check as part of our assessment procedures.
The minimum contract term for our services is 6 months. We aim to provide services within five working days of your original request, subject to the availability and installation of any equipment.
If you decide to cancel your order or agreement before we have provided the services, you may do so without charge within 14 days after your order is placed. After 14 days we will charge you an administration fee of £25.00. Should you wish to terminate your contract within the minimum term of 6 months we will charge you an administration fee as set out in your contract. After the minimum term you can cancel any service by calling our Customer Service Helpdesk on 020 7515 6644 giving us 1 months notice.
Faults and repairs
Please call our Engineering Team on 020 7515 6644 if you experience a fault with any of our services. We aim to have this investigated and repaired within 2 working days.
Compensation and refund policy
Our policy is should the Common Base station service become unserviceable due to equipment failure, after two working days charges would be suspended until such a time the service became operational again.
Our pricing structure is available from our Customer Service Team on 020 7515 6644 and on our website. We will write to you in advance if we change the pricing structure on your products and services.
We will bill you weekly or monthly.
You can choose to pay us via a range of options including standing order, cheque and direct Bacs. 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 Service Team on 020 7515 6644
We provide airtime at flat rate as part of our service to you.
If you have difficulty paying your bill, please contact us on 020 7515 6644 and we will try to arrange a different method of payment. We will do all we can to help our small business customers to manage their bills and avoid disconnection.
Please call our Customer Service Team on 020 7515 6644 no later than 7 days before your move date. We will amend your account and billing requirements as necessary.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.
If you have a complaint about any part of our service, please contact our Customer Service Team on 020 7515 6644. Our advisors will 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.
You may also send your complaint to us in writing at Comsco, Pickwood Hall, Pickwood Avenue, Leekm Staffordshire, ST13 5BZ.
We will try to resolve your complaint quickly and efficiently, and to keep you informed at all times. If your complaint is not resolved to your satisfaction, you can take it further within our company, and ultimately to the Managing Director on 020 7515 6644. If we cannot resolve the problem, we will write to you to say so.
If you remain unhappy and wish to pursue your complaint further, if your complaint has been outstanding for more than 12 weeks or you have received a letter from us saying that your complaint has reached “deadlock�, then you may ask for help from Otelo PO Box 730, Warrington Cheshire, WA4 6WU. Tel: 01925 430870 email: firstname.lastname@example.org Website: www.otelo.org.uk
Otelo is an independent organisation which is approved by Ofcom to provide an alternative dispute resolution (ADR) service. Ofcom-approved ADR services have been set up to 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.
Statement of social responsibility
We take very seriously the problem of nuisance calls and malicious communications. 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 call the Customer Service Team on 020 7515 6644 to report the incident, and for information on how to deal with this situation.
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 customer who are older or who may have a disability, including:
- Copies of bills in large print or on computer disc for customers who have difficulty reading their bill
- Copies of this Code are available in larger print and other formats on request
We comply fully with our obligations under the Data Protection Act 1998.
PO Box 730,
Tel: 01925 430870 or 0845 050 1614
2a Southwark Bridge Road,
Tel: 0845 456 3040 or 020 7981 3000
This code has been licensed by The Federation of Communication Services Limited 2007
Licence number 001799
Published August 2007. Correct at the time of printing. © The Federation of Communication Services Limited 2007
Health & Safety Policy Statement
20th December 2005
At Searchwood Ltd we recognise our responsibilities under the current Health & Safety at Work Act and other relevant legislation.
Accordingly, we are committed to:
- Our employees having the right to work in safe and healthy conditions. These conditions are to be created by the preparation and application of the Environmental Health and Safety Management System together with the recognition that health and safety matters are a prime management responsibility.
- Providing adequate health and safety training and information for all employees, to improve their knowledge and awareness of health and safety responsibilities.
- Ensuring that every employee accepts their personal responsibilities as detailed in the Health & Safety Management System or Policy referred to above and that there is active co-operation between management and the workforce in promoting and maintaining healthy working conditions.
- Reviewing this policy as often as future health and safety developments render appropriate. All changes will be brought to the attention of employees.