BT customer complaints code

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "BT customer complaints code"

Transcription

1 BT Customer Complaint Code Annual BT customer complaints code As hard as we try, we might not always get it right. This customer complaints code gives you clear and useful information about what you can do if you re not happy. It tells you: how you can complain what we ll do and when what you can do if you re still not happy Hard copies are available and free on request. Make sure you include the account number and or telephone number of the service you re complaining about and the UK address you would like the code sent to. Alternatively please visit our website where a PDF format of this document can be found If you d like a copy of this code in Braille, large print or audio CD (including a text data file that can be used on PCs) please ask us. The information provided in this code is not contractual and is in addition to any other rights you may have under the terms and conditions that apply when we supply services and equipment to you. You can find these terms at All information was correct when this code was published (November 2014). We provide services throughout the UK, although some may not be available in Hull. British Telecommunications plc Registered office: 81 Newgate Street London EC1A 7AJ Registered in England No

2 If you re not happy with the service we ve given you How you can complain We are committed to giving you the highest quality of service, even so, things can go wrong. When they do, we want to know so we can put them right as quickly as we can. Here are the ways you can complain to us: Online Go to and click on Contact BT. This way, you won t have to write, print or post a letter to us, and we can handle your complaint sooner. If you use British Sign Language, please go to By phone If you re a residential customer and your complaint is about sales, a bill or general matters, call us free on between 8am and 8pm Monday to Friday or 9am and 6pm on Saturdays or Sundays. This call is free from your landline. If you use a textphone, you can call us free on If you aren t able to complain yourself, you can ask someone to register a complaint and act on your behalf. If you are reporting a fault, call us free on This line is open 24 hours a day, seven days a week. If you d like to speak to someone about a complaint associated with a fault that is yet resolved, our customer service advisers are available from 7am to 11pm, seven days a week. If you re a small business customer with ten or less employees and your complaint is about sales or services, call us free on between 8am and 6pm Monday to Friday. If your complaint is about a bill, call us on between 8am and 6pm Monday to Friday or 8am and 1pm on Saturdays. If your complaint is about repairing a fault, call us free This line is open 24 hours a day, seven days a week. Our customer service advisers will try to solve the problem while you re still on the line. Payphones If you d like to complain about a BT payphone, call us free on By letter It takes longer to reply by letter but, if you prefer to write, please send your letter to the appropriate address below. Make sure you include the account number and telephone number of the service you re complaining about. If you re a residential customer, write to: Customer Service Manager 2

3 BT Customer Correspondence Centre Providence Row Durham DH98 1BT If you re a small business customer, write to: BT Business Accounts Providence Row Durham DH98 1BT We ll normally get back to you by phone but will gladly confirm any particular points in writing if you wish. Content on BT Sport If your complaint is about something you ve seen on a BT Sport programme, go to: What we ll do and when Our aim is to solve any problem to your complete satisfaction, and our customer service advisers will try to do this as quickly as possible, preferably during a phone call or exchange. If we can t do this, we ll agree with you what we can do. We aim to respond to a letter within ten working days, an within five working days and if we can t sort out your complaint when you phone us, we ll call you back within five working days. We ll try to sort out your complaint on the spot but whatever happens, we ll respond and try to keep you regularly updated if it s going to take a while to check into things. If an advisor can t sort out your complaint, we ll review it and escalate the complaint to an appropriate level within the company. We settle most complaints by this stage but, if not, we ll explain our final position. In some cases, we might send you a deadlock letter. This means there s nothing more we can do. You can ask for a manager to review your complaint at any time if our adviser hasn t been able to help and hasn t already offered to refer things to a manager. What you can do if you re still not happy If you re still not happy having followed the process explained above, and we ve sent you a deadlock letter or eight weeks have passed since you complained, you can refer your complaint to Ombudsman Services: Communications. Ombudsman Services: Communications Ombudsman Services: Communications provides a free independent service for customers who aren t satisfied with the final outcome of their complaints. 3

4 4 Ombudsman Services: Communications can t deal with complaints about commercial policy (such as, for example, our prices or broadband availability). Nor can it deal with complaints from businesses with more than ten employees.

5 If you complain to Ombudsman Services: Communication, you must do so within six months of receiving your deadlock letter. If we haven t sent you a deadlock letter, you must contact Ombudsman Services: Communications within nine months of making your complaint to us. You can contact Ombudsman Services: Communications at: Ombudsman Services: Communications PO Box 730 Warrington WA4 6WU Phone: , or Fax: or Textphone: or Website: PHME

BT s code of practice for sales and marketing

BT s code of practice for sales and marketing BT s code of practice for sales and marketing The purpose of our code of practice 1 Ofcom is the regulator for the telecommunications (or phone as we will say here) industry. 2 Ofcom has told companies

More information

The Legal Ombudsman can help you resolve your complaint about legal services

The Legal Ombudsman can help you resolve your complaint about legal services Legal Ombudsman Here to help What to do if you have a complaint The Legal Ombudsman can help you resolve your complaint about legal services Are you unhappy with the service your lawyer or law firm has

More information

Complaints Handling. Our Complaints Handling Procedure covers:

Complaints Handling. Our Complaints Handling Procedure covers: At First Utility we strive to deliver a smarter energy service at a great price. We recognise, however, that we do not always get it right. In the event that you have a complaint about our service, you

More information

Listen, Inform, Respond: A guide to good complaints handling. www.legalombudsman.org.uk

Listen, Inform, Respond: A guide to good complaints handling. www.legalombudsman.org.uk Listen, Inform, Respond: A guide to good complaints handling www.legalombudsman.org.uk 01 Introduction In the rapidly changing world of legal services, one of the best ways to ensure long-term success

More information

BT Business One Plan Traditional Inclusive.

BT Business One Plan Traditional Inclusive. Unlimited calls for 22.50 a month BT Business BT Business One Plan Traditional Inclusive. All your communications. One Plan. One Bill. One Great Price. One Plan for everything. BT Business One Plan Traditional

More information

BORROWING. A guide to borrowing. Overdrafts, credit cards, loans

BORROWING. A guide to borrowing. Overdrafts, credit cards, loans BORROWING A guide to borrowing Overdrafts, credit cards, loans Three ways to borrow that can work for you All of us need a little extra help at times. So if you want to borrow money for a new car or kitchen

More information

BT Calling Features User Guide. Make more of your phone

BT Calling Features User Guide. Make more of your phone BT Calling Features User Guide Make more of your phone Index Page Never miss another call 2/3 Call Diversion Call Waiting Ring Back 1471 BT Answer 1571 Keep in control of your calls 4/5 Call Barring Anonymous

More information

BT Business Complete. It s all organised to save you money.

BT Business Complete. It s all organised to save you money. BT Business BT Business Complete. It s all organised to save you money. Combine your business lines, calls, mobile and broadband for bigger savings. Plus with one bill, one supplier and the reassurance

More information

CURRENT ACCOUNT SWITCH

CURRENT ACCOUNT SWITCH CURRENT ACCOUNT SWITCH NO LONG WAIT. NO FUSS. NO HASSLE. OUR SWITCH SERVICE MAKES MOVING YOUR ACCOUNT TO US SIMPLE. Now we can switch your account to the Halifax in just seven working days. Switch in just

More information

How to complain to your lawyer: Be clear, be bold, be fair

How to complain to your lawyer: Be clear, be bold, be fair How to complain to your lawyer: Be clear, be bold, be fair www.legalombudsman.org.uk In the vast majority of cases, lawyers and their customers enjoy good working relationships and get to a satisfactory

More information

the advice worker s guide how we can help follow us @financialombuds Financial Ombudsman Service financial-ombudsman.org.uk

the advice worker s guide how we can help follow us @financialombuds Financial Ombudsman Service financial-ombudsman.org.uk the advice worker s guide how we can help follow us @financialombuds Financial Ombudsman Service financial-ombudsman.org.uk can t move things forward? If your client has a problem with a financial business

More information

The Legal Ombudsman can help you resolve your complaint about legal services

The Legal Ombudsman can help you resolve your complaint about legal services Legal Ombudsman Here to help The Legal Ombudsman can help you resolve your complaint about legal services What we do The Legal Ombudsman resolves complaints about legal services. It may be that your lawyer

More information

Lots of ways to pay. Paying for your gas and electricity. britishgas.co.uk

Lots of ways to pay. Paying for your gas and electricity. britishgas.co.uk Lots of ways to pay Paying for your gas and electricity britishgas.co.uk Paying for your energy This booklet explains the different ways in which you can pay for your energy supply, and what to do if you

More information

Here to help sort out problems with your legal service provider

Here to help sort out problems with your legal service provider How do we sort out problems? Our job is to look at complaints about service providers in a fair way and without taking sides. If we think the service complained about was of a reasonable standard, we will

More information

Hello Telecom (UK) plc Code of Practice

Hello Telecom (UK) plc Code of Practice Hello Telecom (UK) plc Code of Practice What Is The Purpose Of This Code? This Code of Practice is designed to aid our customers by providing information about their relationship with Hello Telecom (UK)

More information

BT Calling Features User Guide. Make more of your phone

BT Calling Features User Guide. Make more of your phone BT Calling Features User Guide Make more of your phone Never miss another call Call Diversion* Lets you divert your calls to another number when you re away from your phone Call Diversion lets you divert

More information

LOANS THAT ARE CLEAR AND SIMPLE.

LOANS THAT ARE CLEAR AND SIMPLE. CLARITY LOAN LOANS THAT ARE CLEAR AND SIMPLE. So the only surprises you get are nice ones. TALK TO US TODAY A Halifax Clarity Loan could be the answer to making some home improvements, replacing your car

More information

Scotnet - Consumer Code of Practice on Complaint Handling and Dispute Resolution for Domestic and Small Business Customers.

Scotnet - Consumer Code of Practice on Complaint Handling and Dispute Resolution for Domestic and Small Business Customers. Scotnet - Consumer Code of Practice on Complaint Handling and Dispute Resolution for Domestic and Small Business Customers. Introduction to our company and services Scotnet is an independent company that

More information

Communication Choices

Communication Choices Communication Choices Dealing with unwanted calls on your BT line Call control Peace of mind bt.com/unwantedcalls Contents Dealing with unwanted phone calls... 3 Marketing and sales calls... 4 Silent calls...

More information

Quick Reference Guide

Quick Reference Guide Welcome to BT Business Total Broadband Quick Reference Guide Read the information in this Quick Reference Guide to help you start using your new BT Business Total Broadband service powered by fibre. The

More information

Key features of Zurich Accidental Death Cover

Key features of Zurich Accidental Death Cover Key features of Zurich Accidental Death Cover Contents Helping you decide This important document gives you a summary of Zurich Accidental Death Cover. Please read this and keep it for future reference.

More information

BT BUSINESS COMPLETE.

BT BUSINESS COMPLETE. BT BUSINESS COMPLETE. IT S ALL ORGANISED TO SAVE YOU MONEY. Looks like everything s under control. Yep. Combine your business lines, calls, mobile and broadband for bigger savings. Plus with one bill,

More information

What to do if you re unhappy with the Child Maintenance Service. Help with complaints, disputes and appeals

What to do if you re unhappy with the Child Maintenance Service. Help with complaints, disputes and appeals What to do if you re unhappy with the Child Maintenance Service Help with complaints, disputes and appeals About this leaflet This leaflet explains what to do if you re unhappy with the service provided

More information

Your Policy Conditions

Your Policy Conditions Provided by Friends Life Life Insurance Your Policy Conditions Key features of Tesco Bank Life Insurance Inside you ll find full details about Tesco Life Insurance. Key features of Tesco Bank Life Insurance

More information

Glemnet Limited CODES OF PRACTICE

Glemnet Limited CODES OF PRACTICE Glemnet Limited CODES OF PRACTICE Including our Code of Practice on Complaint Handling and Dispute Resolution and our Code of Practice for Premium Rate Services and NTS calls Part 1 - Glemnet Ltd Code

More information

Make more of your phone

Make more of your phone Make more of your phone YOUR GUIDE TO BT CALLING FEATURES Never miss another call Call Diversion* Lets you divert your calls to another number when you re away from your phone Call Diversion lets you divert

More information

Featurenet Embark. How to use your new service To make an external call press 9 followed by the telephone number. More power to you.

Featurenet Embark. How to use your new service To make an external call press 9 followed by the telephone number. More power to you. Featurenet Embark How to use your new service To make an external call press 9 followed by the telephone number Offices Worldwide The telecommunications services described in this publication are subject

More information

YourLife Plan Family Income Benefi t Key Facts. Total & Permanent disability. Specifi ed Critical Illness. Terminal Illness. Long term sickness.

YourLife Plan Family Income Benefi t Key Facts. Total & Permanent disability. Specifi ed Critical Illness. Terminal Illness. Long term sickness. YourLife Plan Family Income Benefi t Key Facts Death Terminal Illness Specifi ed Critical Illness Long term sickness Total & Permanent disability Contents Section A: About YourLife Plan Page A1 What is

More information

Code of Practice Regarding Complaint Handling and Dispute Resolution

Code of Practice Regarding Complaint Handling and Dispute Resolution Code of Practice Regarding Complaint Handling and Dispute Resolution CritchCorp Computers Ltd is a provider of communication services, supplying hosting, Internet and telecommunication solutions for residential

More information

ORDER HANDLING POLICY. Direct Investments

ORDER HANDLING POLICY. Direct Investments ORDER HANDLING POLICY Direct Investments Our approach to order handling We re committed to helping you make informed decisions about your investments. One way we do this is to explain how we will handle

More information

The telecommunication services mentioned in this document is subject to availability and may be modified from time to time.

The telecommunication services mentioned in this document is subject to availability and may be modified from time to time. 1. Introduction to is an ethical and experienced IT & Telecommunications Company focused on providing voice and data networking solutions. We deploy solutions by partnering with leading carriers and manufacturers.

More information

How do I complain about the service I get from the Child Support Agency? Information and guidance

How do I complain about the service I get from the Child Support Agency? Information and guidance How do I complain about the service I get from the Child Support Agency? Information and guidance What is this leaflet about? This leaflet explains how you can make a complaint about the service you have

More information

A guide to. Using your prepayment meter

A guide to. Using your prepayment meter A guide to Using your prepayment meter Take control of your energy costs Our prepayment service lets you pay-as-you-go for gas and electricity so you can keep control of your energy use and costs. This

More information

Disability and Carers Service. Customer Information

Disability and Carers Service. Customer Information Disability and Carers Service Customer Information 2 Disability and Carers Service - Customer Information Contents 3 Introduction 3 What we aim to do 4 What we would like you to do 5 Changes you must tell

More information

How to use your mobile phone

How to use your mobile phone How to use your mobile phone EasyRead guide What is in this leaflet Page About this leaflet 1 Different types of phone 2 Paying for phone calls 3 Choosing a mobile phone 5 How much will phone calls cost?

More information

JOINING US TOGETHER MOVING YOUR CURRENT ACCOUNT TO LLOYDS BANK

JOINING US TOGETHER MOVING YOUR CURRENT ACCOUNT TO LLOYDS BANK JOINING US TOGETHER MOVING YOUR CURRENT ACCOUNT TO LLOYDS BANK Downtime. It s a precious commodity. So when you re rushing from A to B it s good to know switching your bank account to Lloyds Bank is quick

More information

Instant Life Insurance

Instant Life Insurance AIG Life Instant Life Insurance Key Facts AIG Instant Life Insurance the Key Facts This document gives you the key information you need to help you decide whether AIG Instant Life Insurance is right for

More information

Tariff Guide Prices for calls to Specialised Numbers from BT Residential Fixed Lines

Tariff Guide Prices for calls to Specialised Numbers from BT Residential Fixed Lines 1st June 2011 Tariff Guide Prices for calls to Specialised Numbers from BT Residential Fixed Lines otherwise stated. 1 Prices quoted exclusive of VAT (VAT rate 20%) unless General introduction and contents

More information

Using a lawyer as you get older: Ten top tips

Using a lawyer as you get older: Ten top tips Using a lawyer as you get older: Ten top tips www.legalombudsman.org.uk The information in this leaflet is useful for anyone who is considering using a lawyer but it may be particularly useful for people

More information

BT One Phone. BT One Phone Service Description

BT One Phone. BT One Phone Service Description Service Description 1. Service Description The solution provides business customers a telecommunication solution which contains the following basic elements: Delivery and operation of a hosted PBX service

More information

GET YOUR CALL COSTS UNDER CONTROL WITH BT BUSINESS ONE PLAN.

GET YOUR CALL COSTS UNDER CONTROL WITH BT BUSINESS ONE PLAN. GET YOUR CALL COSTS UNDER CONTROL WITH BT BUSINESS ONE PLAN. WITH CAPPED CALL RATES BT BUSINESS ONE PLAN HELPS YOU MANAGE YOUR CALL COSTS. The end of the quarter is here and we have extra budget. Team

More information

2 0 Help S Back to the previous instruction 2

2 0 Help S Back to the previous instruction 2 Help If you d like more information on Call Minder, call the helpdesk on Freefone 0800 077 77 Monday to Saturday, 8am to 8pm Never miss another call Call Minder Extensions and Call Minder Premier user

More information

AIG Life. Business Protection Term Assurance. Key Facts

AIG Life. Business Protection Term Assurance. Key Facts AIG Life Business Protection Term Assurance Key Facts Contents Page Welcome to AIG 3 Section A: About Business Protection A1 What is Business Protection? 4 A2 Business Protection aims 4 A3 How does Business

More information

Key Features of the Immediate Life Annuity

Key Features of the Immediate Life Annuity Key Features of the Immediate Life Annuity Key Features of the Immediate Life Annuity The Financial Conduct Authority is a financial services regulator. It requires us, Aviva, to give you this important

More information

GIVE US YOUR FEEDBACK. We re here to help

GIVE US YOUR FEEDBACK. We re here to help GIVE US YOUR FEEDBACK We re here to help We want to hear from you... At Domestic & General we endeavour to provide you with a quality, honest and cost-effective service, but we appreciate that sometimes

More information

SoftLink Computer Systems Limited

SoftLink Computer Systems Limited SoftLink Computer Systems Limited Code of Practice SoftLink Computer Systems Limited is a provider of IT Support services, Communication services, Telecommunication and Broadband solutions for domestic

More information

INTERNATIONAL. Helping your money travel around the world. International payments travel money and CHAPS. Talk to us today

INTERNATIONAL. Helping your money travel around the world. International payments travel money and CHAPS. Talk to us today INTERNATIONAL Helping your money travel around the world International payments travel money and CHAPS Talk to us today Access your money, at home and away Maybe you have family overseas and want to send

More information

Featureline and Featureline Corporate

Featureline and Featureline Corporate Featureline and Featureline Corporate Site User Guide Offices worldwide The telecommunications services described in this publication are subject to availability and may be modified from time to time.

More information

AIG Life. YourLife Plan Income Protection. Key Facts

AIG Life. YourLife Plan Income Protection. Key Facts AIG Life YourLife Plan Income Protection Key Facts Contents Page Welcome to AIG 3 Section A: About Income Protection A1 What is Income Protection? 4 A2 Income Protection aims 4 A3 How does Income Protection

More information

Featureline. Site User Guide To make an external call press 9 followed by the telephone number

Featureline. Site User Guide To make an external call press 9 followed by the telephone number Featureline Site User Guide To make an external call press 9 followed by the telephone number Call forwarding for when I m out and about - well that s a real bonus We find it s the best way of dealing

More information

AIG Life. Relevant Life Insurance. Key Facts

AIG Life. Relevant Life Insurance. Key Facts AIG Life Relevant Life Insurance Key Facts Contents Page Welcome to AIG 3 Section A: About Relevant Life Insurance A1 What is Relevant Life Insurance is 4 A2 How Relevant Life Insurance works 4 A3 Your

More information

Take a closer look at your Prepayment Meter

Take a closer look at your Prepayment Meter Take a closer look at your Prepayment Meter Your questions answered Let s talk about prepayment meters How do they work? This quick guide gives you lots of information about prepayment meters, such as:

More information

How Child Maintenance Options uses your personal information

How Child Maintenance Options uses your personal information How Child Maintenance Options uses your personal information Sorting out separation Web app Get help with issues around your break-up with an easy-to-use web app tailored to your needs including: children

More information

Your Policy Conditions

Your Policy Conditions Provided by Friends Life Life Insurance Your Policy Conditions Key features of Tesco Bank Life Insurance Inside you ll find full details about Tesco Life Insurance. Key features of Tesco Bank Life Insurance

More information

Zurich Simple Life Insurance

Zurich Simple Life Insurance Zurich Simple Life Insurance Terms and conditions The simple way to help protect your loved ones financially Contents 1. Who can have the plan? 3 2. When we will pay the cash sum 3 3. When we won t pay

More information

Ten questions to ask your lawyer about costs

Ten questions to ask your lawyer about costs Legal Ombudsman January 2014 Consumer Guide: Costs Ten questions to ask your lawyer about costs 1 The information in this leaflet is useful for anyone who is using, or thinking of using, a legal service.

More information

AIG Life. YourLife Plan Family Income Benefit. Key Facts

AIG Life. YourLife Plan Family Income Benefit. Key Facts AIG Life YourLife Plan Family Income Benefit Key Facts Contents Page Welcome to AIG 3 Section A: About Family Income Benefit A1 What is Family Income Benefit 4 A2 Family Income Benefit aims 4 A3 How does

More information

JOINT AND SEVERAL LIABILITY. Partnership responsibilities

JOINT AND SEVERAL LIABILITY. Partnership responsibilities JOINT AND SEVERAL LIABILITY Partnership responsibilities March 2014 Contents Why do I need to know about it? 1 What does Joint and Several Liability mean? 1 How do we open a partnership account? 2 How

More information

Key features of Tesco Bank Over 50 s Life Assurance

Key features of Tesco Bank Over 50 s Life Assurance Key features of Tesco Bank Over 50 s Life Assurance Key features of Tesco Bank Over 50 s Life Assurance Tesco Bank Over 50 s Life Assurance is provided by Aviva Life & Pensions UK Limited. Any references

More information

Class Networks Code of Practice & Dispute Resolution

Class Networks Code of Practice & Dispute Resolution Class Networks Code of Practice & Dispute Resolution Contents 1. Introduction... 2 2. Range of Services... 3 3. Customer Service... 4 5. Complaints Procedure... 5 6. Your rights and obligations... 6 7.

More information

Code of Practice. Services. for pre-payment customers

Code of Practice. Services. for pre-payment customers Services for pre-payment customers Contents 2 Introduction 2 When will a prepayment meter be installed in your home? 3 How to use your prepayment meter 3 Where to make payments 3 What happens if the machine

More information

BT Managed Mobile Service. Increased mobility, greater control

BT Managed Mobile Service. Increased mobility, greater control BT Managed Mobile Service Increased mobility, greater control Increased mobility should mean greater opportunities, not a bigger headache. More flexible working practices can boost efficiency, increase

More information

What happens if we have paid you too much tax credit?

What happens if we have paid you too much tax credit? What happens if we have paid you too much tax credit? COP26 CODE OF PRACTICE Contents How we work out your tax credit 1 Adjusting awards during the year 2 Stopping awards 3 Finalising awards at the end

More information

Ten questions to ask your lawyer about costs

Ten questions to ask your lawyer about costs Ten questions to ask your lawyer about costs www.legalombudsman.org.uk The information in this leaflet is useful for anyone who is using, or thinking of using, a legal service. This could be for a whole

More information

How to complain to your claims management company

How to complain to your claims management company How to complain to your claims management company Claims Management Regulation March 2013 HOW TO COMPLAIN TO YOUR CLAIMS MANAGEMENT COMPANY - CLAIMS MANAGEMENT REGULATION 3 Contents What should you expect

More information

The BT Business Big Giveaway.

The BT Business Big Giveaway. BT Business The BT Business Big Giveaway. Set your business free with our best ever offer on calls, lines and broadband. There s never been a better time to sign up to BT. We understand how tough the climate

More information

The Phone Co-op Limited

The Phone Co-op Limited The Phone Co-op Limited 5 The Millhouse Elmsfield Business Centre Worcester Rd Chipping Norton Oxon UK OX7 5XL Telephone: 01608 434 000 Facsimile: 01608 434 001 Email: enquiries@thephone.coop www.thephone.coop

More information

The standards you can expect

The standards you can expect The standards you can expect Another year has passed and it s time for us to tell you how we ve performed, and how the network operators have performed too. This booklet gives you important information

More information

AIG Life. YourLife Plan Term Assurance. Key Facts

AIG Life. YourLife Plan Term Assurance. Key Facts AIG Life YourLife Plan Term Assurance Key Facts Contents Page Welcome to AIG 3 Section A: About Term Assurance A1 What is Term Assurance? 4 A2 Term Assurance aims 4 A3 How does - Term Assurance work? 4

More information

Superfast fibre broadband is coming your way

Superfast fibre broadband is coming your way Superfast fibre broadband is coming your way What you need to do to get ready for it A guide for landlords, property managers and residents associations What s happening? Openreach, the company that looks

More information

How to compliment, comment or complain about our services

How to compliment, comment or complain about our services How to compliment, comment or complain about our services We welcome your compliments, comments and complaints NHS St Helens Clinical Commissioning Group (CCG) welcomes any comments you may have on the

More information

Tax Advantaged Life Assurance Plan

Tax Advantaged Life Assurance Plan Key features of the Tax Advantaged Life Assurance Plan NP120003A01 (PW119130A01) Tax Advantaged Life Assurance Plan KFD Page 1 of 10 This key features document gives you the main points about the plan.

More information

Sota Solutions was established in 1989 and delivers networking and communications solutions mainly to business customers across the UK.

Sota Solutions was established in 1989 and delivers networking and communications solutions mainly to business customers across the UK. Code of Practice About Sota Sota Solutions was established in 1989 and delivers networking and communications solutions mainly to business customers across the UK. Purpose of this Code This Code of Practice

More information

What happens if a paying parent doesn t pay child maintenance? A guide for receiving parents

What happens if a paying parent doesn t pay child maintenance? A guide for receiving parents What happens if a paying parent doesn t pay child maintenance? A guide for receiving parents About this leaflet This leaflet explains the actions that we can take if a paying parent doesn t pay child maintenance.

More information

talk Our calls only phone service code of practice

talk Our calls only phone service code of practice talk Our calls only phone service code of practice Introduction This is our code of practice, which explains the services we offer for our calls only product, provides some general information and tells

More information

KEY FEATURES. Helping you to keep your lifestyle safe when your income isn t.

KEY FEATURES. Helping you to keep your lifestyle safe when your income isn t. LIFESTYLE COVER INSURANCE LIFESTYLE COVER INSURANCE POLICY SUMMARY 1 KEY FEATURES. Helping you to keep your lifestyle safe when your income isn t. USEFUL PHONE NUMBERS. GENERAL ENQUIRIES: 0370 900 3119

More information

Online Payment Control.

Online Payment Control. Business Banking Online Payment Control. More ways to manage your Business Internet Banking. Online Payment Control service gives you greater control making payments through Business Internet Banking.

More information

What happens if you don t pay child maintenance? A guide for paying parents

What happens if you don t pay child maintenance? A guide for paying parents What happens if you don t pay child maintenance? A guide for paying parents About this leaflet This leaflet explains the actions that we can take if you don t pay child maintenance. It is about child maintenance

More information

RIAS OVER 50s LIFE PLAN. Key features

RIAS OVER 50s LIFE PLAN. Key features RIAS OVER 50s LIFE PLAN Key features 4 RIAS OVER 50s LIFE PLAN Our aims To pay a guaranteed lump sum to your estate if you die after you ve had the plan for two years. To pay a guaranteed lump sum to your

More information

Post Office Life Insurance

Post Office Life Insurance Post Office Life Insurance Key Information Pack Contents 1. Information Disclosure Document Pg 2 2. Data Protection statement Pg 3 3. Customer Due Diligence Prevention of Money Laundering statement Pg

More information

Legal Ombudsman January Signposting Information

Legal Ombudsman January Signposting Information January 2015 Signposting Information 1 Helping you to get it right We want to help you learn from complaints to improve your customer service and business. We have produced this signposting pack to help

More information

Code of Practice. Terms and conditions: (Including prices and tariffs)

Code of Practice. Terms and conditions: (Including prices and tariffs) Code of Practice Introduction: The provider is Connect Business Systems Telecommunications Limited. We provide Telephone line and calls, Data circuits, Broadband services, and install traditional, IP and

More information

Key Features of the Guaranteed Whole of Life Plan

Key Features of the Guaranteed Whole of Life Plan Key Features of the Guaranteed Whole of Life Plan Guaranteed Whole of Life Plan Key Features The Financial Conduct Authority is a financial services regulator. It requires us, Aviva, to give you this important

More information

Managing your account

Managing your account Managing your account Hello, and welcome to RCI Bank We re passionate about making it so easy to save that you can sit back, relax and enjoy life. We aim to be transparent and upfront with our customers

More information

Communication Choices

Communication Choices Communication Choices For deaf or hard of hearing people bt.com/includingyou Foreword If you ve a hearing loss or wear hearing aids, you might sometimes find communication more of a challenge. But you

More information

Key features of the Investment Bond

Key features of the Investment Bond Key features of the Investment Bond Helping you decide This important document gives you a summary of the Sterling Investment Bond. Please read this with your illustration before you decide to invest,

More information

Post Office Money Free Parent Life Cover

Post Office Money Free Parent Life Cover Post Office Money Free Parent Life Cover Terms & Conditions Contents page About our insurance services 2 Demands and needs 2 Key Features 3 Plan conditions (Ts & Cs) 5 Important information 6 Post Office

More information

AIG Life. Over 50s Life Plan. Key Facts

AIG Life. Over 50s Life Plan. Key Facts AIG Life Over 50s Life Plan Key Facts Welcome to AIG American International Group, Inc. (AIG) is a leading international insurance organisation serving customers in more than 130 countries and jurisdictions.

More information

personal savings accounts

personal savings accounts Important information about personal savings accounts STANDARD LIFE CASH SAVINGS A DIVISION OF BARCLAYS 152970.indd 1 06/07/2010 08:07 152970.indd 2 06/07/2010 08:07 Changes to the interest rates on our

More information

Business Text Message Banking

Business Text Message Banking Business Text Message Banking Additional Conditions For all HSBC Business Text Message Banking customers as of 1 December 2014. Table of Contents Page How to reach us 3 If you have a disability 3 1. What

More information

Get the message wherever you are Call Minder User Guide

Get the message wherever you are Call Minder User Guide Get the message wherever you are Call Minder User Guide Now with Call Minder Let your mobile keep you in touch See page for more details. Use Remote Access to listen to your messages from a different phone

More information

Key Features of the Pension Annuity (including the Enhanced Pension Annuity)

Key Features of the Pension Annuity (including the Enhanced Pension Annuity) Key Features of the Pension Annuity (including the Enhanced Pension Annuity) Key Features of the Pension Annuity (including the Enhanced Pension Annuity) The Financial Conduct Authority is a financial

More information

Putting things right for you

Putting things right for you Putting things right for you Putting things right for you We are committed to providing a high standard of customer service. If you are not satisfied with any part of our service, we have procedures in

More information

britishgas.co.uk Lots of ways to pay Paying for your gas and electricity

britishgas.co.uk Lots of ways to pay Paying for your gas and electricity britishgas.co.uk Lots of ways to pay Paying for your gas and electricity Paying for your energy This booklet explains the different ways in which you can pay for your energy supply, and what to do if you

More information

AIG Life. Whole of Life Insurance. Key Facts

AIG Life. Whole of Life Insurance. Key Facts AIG Life Whole of Life Insurance Key Facts Contents Page Welcome to AIG 3 Section A: About Whole of Life Insurance A1 What is Whole of Life Insurance? 4 A2 Whole of Life Insurance aims 4 A3 How does Whole

More information

Gamma Business Communications Ltd. Code of Practice for Sales and Marketing of Fixed-Line Telephone Services

Gamma Business Communications Ltd. Code of Practice for Sales and Marketing of Fixed-Line Telephone Services Gamma Business Communications Ltd Code of Practice for Sales and Marketing of Fixed-Line Telephone Services Introduction and overview This code of practice sets out how we comply with our regulatory obligations

More information

Cash ISA. Key features of our

Cash ISA. Key features of our Key features of our The Financial Conduct Authority is the independent financial services regulator. It requires us, The Co-operative Bank, to give you this important information to help you decide whether

More information

Using a conveyancing lawyer: Ten helpful tips

Using a conveyancing lawyer: Ten helpful tips Using a conveyancing lawyer: Ten helpful tips www.legalombudsman.org.uk Buying a new home is a significant step in anyone s life. You might be moving with a new job, getting a bigger place for a new or

More information

Pay As You Go Energy. Your guide to pay as you go meters. All you need to know about pay as you go meters

Pay As You Go Energy. Your guide to pay as you go meters. All you need to know about pay as you go meters Pay As You Go Energy All you need to know about pay as you go meters Your guide to pay as you go meters This leaflet tells you everything you need to know about pay as you go meters, how they work and

More information