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Code of Practice

Code of Practice

Code of Practice Regarding Complaint Handling and Dispute Resolution

Amica Technology Ltd is a provider of communication services, supplying hosting, Internet and telecommunication solutions for residential and business customers across the UK.

The purpose of this code of practice

This guide has been developed to help you to understand the relationship you have as a customer of Amica Technology Ltd. It will enable you to:

  • Access summary details of our services
  • Understand what you can expect from Amica Technology Ltd after you have made a purchase or registered for a service
  • Contact details for alternative complaint bodies
  • Find out how to contact us

This Code has been approved by Ofcom for the purposes of section 52 of the Communications Act 2003.

How to contact Amica Technology Ltd

Customer Services & Sales
Phone 01425 600 066
Website www.amicatech.co.uk
Email service@amicatech.co.uk

Our Customer Services department is open Monday to Friday from 9am to 5:30pm. We are closed on weekends and bank holidays. Calls are charged at local rate.

Accounts Department
Phone 01425 600 066
Website www.amicatech.co.uk
Email service@amicatech.co.uk

Our Accounts department is open Monday to Friday from 9am to 5:30pm. We are closed on weekends and bank holidays. Calls are charged at local rate.

Account Cancellations

To cancel your account please either call or email quoting your account username. We will require all cancellation requests to be submitted as a written request in the form of an email or if you cannot access the Internet send the same details in a letter to our main office address shown.

Phone: 01425 600066
Email: service@amicatech.co.uk

Amica Technology Ltd
24 Cobham Road
Ferndown Industrial Estate
Wimborne
Dorset
BH21 7NP

Some of Amica Technology Ltd’s services do not have a minimum contract period but for those that do, we would be happy to discuss your requirements. A summary of our usual service contract periods are:

  • Shared Hosting: 1 Month
  • Dedicated Servers: 1 Month
  • ADSL Internet: 12 / 18 Month
  • FTTC Internet: 12 Months
  • PSTN Line Rental: 1 Month
  • ISDN 2 Line Rental: 12 Months
  • ISDN 30 Line Rental: 12 Months

Some services take a little time to cancel, as they require us to work with special industry processes (such as ADSL). When you cancel your service, we aim to advise you of the time period from us receiving your cancellation request to the time at which the service is withdrawn. During this period, you remain liable for the costs of any services we provide. Contract periods can vary but will be made clear to you before orders are accepted.

Disconnections and cancellation of services

We reserve the right to suspend or cancel your service within the contracted timescales – for example, if you do not pay your bill.

Complaints

If you would like to register a complaint, here are a number of different ways you can contact us:
By Email: You can e-mail us your complaint via service@amicatech.co.uk

By Phone: You can contact the Customer Care team directly on 01425 600066 from 9am to 5:30pm. We are closed on weekends and bank holidays.

By Letter: If you prefer to put the complaint in writing, you can send it to the following address:

Amica Technology Ltd
24 Cobham Road
Ferndown Industrial Estate
Wimborne
Dorset
BH21 7NP

What happens once we receive your complaint?

We will acknowledge all complaints received by letter, fax or e-mail within 24 working hours of receiving your complaint.

Dispute resolution

If we are unable to resolve your complaint satisfactorily, we will issue a ”deadlock” letter so that you may make a complaint through Ombudsman Services, an independent alternative dispute resolution scheme. We can provide you with details of this service.

Phone: 0330 440 1614
Website: https://www.ombudsman-services.org/complain-now-communications.html

Order processing

All services can be ordered by calling our customer services team on 01425 600066. The time it takes to setup can vary depending on the service purchased. We will aim to confirm all new orders by email within 24 working hours during normal office hours (Monday – Friday 9am to 5:30pm, excluding bank holidays).

Pricing

Up-to-date prices for our products and services are available by calling our customer services team on 01425 600066 who will then be able to send out a quotation.

Billing

We currently accept the following payment methods:

  • Credit / Debit Card
  • BACS (Preferred)
  • Cheque

Fault Repair

Faults can be reported around the clock via email at service@amicatech.co.uk to report a fault to one of our representatives please call 01425 600066 during office hours.  However unless otherwise stated in your service agreement, engineers only attend to faults in normal working hours (Monday – Friday 9am to 5:30pm, excluding bank holidays). Faults can occur on our Network, or another operator’s network, as well as your own equipment.

If the fault is reported during normal working hours, we will try to establish the location of the fault. We may request that you carry out some simple checks to help us establish the cause of the fault. Repairing faults on our network is part of the maintenance cover we provide with our service. If the fault is not on our network then we may not be responsible for its repair.

We reserve the right to charge for any abortive work or visit arising from faults over which we have no control. Should an engineer need to visit your premises we will agree this with you.

Privacy

We take your privacy very seriously and we strictly follow the procedures laid down by the Data Protection Acts of 1984 and 1998 to protect all user information. Our Privacy Policy sets out the personal information we collect about you and describes how we may use that information. No customer information will be intentionally used or distributed outside of Amica Technology Ltd, and we have a strict policy of not selling customer details to outside marketing agencies without your permission to do so. Our privacy policy also contains details of how you can opt in and out of receiving our marketing information.

Access to our Code of Practice

Customers can access this code of practice from our website www.amicatech.co.uk/code-of-practice or by requesting a copy to be posted or emailed to them.

Data Protection

We strictly follow the procedures laid down by the Data Protection Acts of 1984 and 1998 to protect all user information.

General philosophy

Amica Technology Ltd is a private limited company offering advanced Internet communications for both the home and business user, whatever their needs.

Our product range in very broad terms consists of:

  • Broadband (ADSL, FTTC, and leased line Internet connectivity)
  • Telecoms (Line rental and phone calls)
  • Hosting (shared and dedicated servers)

Customers of Amica Technology Ltd  can take advantage of our friendly technical support with emails and telephone calls answered by our team based in Dorset.

This Code has been approved by Ofcom for the purposes of section 52 of the Communications Act 2003.

The code will be regularly reviewed in line with Ofcom’s requirements. We value all feedback from our services to this code of practice. Please email you comments to service@amicatech.co.uk

Contacting related organisations

Office of Communications (Ofcom)
Ofcom Contact Centre
Riverside House
2a Southwark Bridge Road
London
SE1 9HA

Tel: 020 7981 3040
Fax: 020 7981 3334
Email: contact@ofcom.org.uk
Website: www.ofcom.org.uk

Office of the Telecommunications Ombudsman (OTELO)
Wilderspool Park
Greenall’s Avenue
Warrington
WA4 6HL

Tel: 0845 050 1614
Fax: 01925 430059
Email: enquiries@otelo.org.uk
Website: www.otelo.org.uk

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