Code of Practice

How to Contact Us

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

• •Cloud-based phone systems (VoIP & IP telephony services)
• •Business mobile services (SIM and eSIM)
• •SmartSim (mobile integration with office extensions)
• •Softphone and mobile applications
• •Business phone numbers (geographic and non-geographic)
• •Call routing and intelligent call management
• •Integrations with business applications
• •Equipment and support services

For more details on any of our products and services, or to place an order immediately, please contact us on 0333 880 1001

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 Wefone, we will send you our Standard Terms and Conditions and ask you to sign a contract, if applicable. If you have any questions, please phone our Customer Service Team on 0333 880 1001. We may carry out a credit check as part of our assessment procedures.

Where applicable the minimum contract term for our services will be 12 months. We aim to provide services within three 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 of your order being placed. For cancellations after ten working days, we will charge you an administration fee as set out in your contract.

If you wish to terminate your contract within the minimum term of 12 months, please email our Helpdesk at hello@wefone.co.uk. We will charge you a fee as set out in your contract.

After the minimum term, you can cancel any service by emailing our Helpdesk at hello@wefone.co.uk, giving us 3 months' notice.

Faults and Repairs

Please call our Fault Service Team on 0333 880 1001 if you experience a fault with any of our services.

For SMEs if required we will discuss operational service levels for the following on a case by case basis:

• •Activation of a new service
• •Restoration following the loss of service
• •Keeping a pre-agreed engineer appointment

Compensation and Refund Policy

We do not offer automatic compensation payments in cases where the service level targets are not met and will assess any claim for compensation on a case by case basis. Any payment made will be on a purely discretionary basis.

We do not feel that fixed level compensation payments are appropriate for business customers, who we advise to seek other ways, such as insurance, to protect themselves against the impact of any loss of service.

Price Lists

Our pricing structure is available by contacting us on 0333 880 1001 or by visiting our pricing page.

Billing

We will bill you monthly or on a per-instance basis.

You can choose to pay us via a range of options including 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 us.

We provide itemised bills as part of our service to you. Printed bills are available for a fee of £4.95 + VAT per month.

If you have difficulty paying your bill, please contact us on 0333 880 1001 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. In any event, you will be given 48 hours' notice of any decision to disconnect your services.

Please call our Customer Service Team on 0333 880 1001 no later than 36 days 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

Wefone recognises 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. For more information, please call us on 0333 880 1001 or visit our number porting page.

Directory Entries

You are entitled to a Directory Entry listing (including an entry in the Phone Book) for both your fixed and mobile telephone numbers. If you do want your details included, please contact us on 0333 880 1001.

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. Please contact us on 0333 880 1001 or email hello@wefone.co.uk.

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 vulnerable or who may have a disability:

• •Priority access to the Customer Service Team
• •Priority fault repair and assistance
• •Third-party bill management
• •Copies of bills, contracts and this Code in an accessible format

Premium Rate Services

This code informs you about our policies on providing information about Premium Rate Services (PRS) and our charging policy for calls to PRS, Unbundled Tariff and Personal Numbers.

Unbundled Tariff Numbers

Unbundled Tariff Numbers are non-geographic numbers starting with 084, 087, 090, 091, 098, or 118 which are used to provide a range of information and entertainment services and are charged to your telephone bill.

Charges for these services are made up of two parts, a Service Charge and an Access Charge and the total is added to your telephone bill. You will see the Service Charge advertised by the company providing the service alongside the number. Depending on the type of number called, the Service Charge can be up to £3.60 per minute or £6 per call or per text (including VAT).

The Access Charge is retained by us, your phone company. Unbundled Tariff numbers in the 084, 087, 090, 091, 098, or 118 ranges are not included in your monthly call minutes allowance.

Personal Numbers

Personal Numbers are numbers starting with 070. Calls to Personal Numbers are charged at the same rate as for mobile numbers. Calls to Personal Numbers are not included in your monthly call minutes allowance.

Controlled Premium Rate Services

Controlled Premium rate services (CPRS) are Unbundled Tariff numbers that cost 7p per minute or more. UK-based CPRS numbers are normally prefixed by "09" or "118". Numbers starting 087 are also designated as Premium Rate numbers and subject to PRS regulation when they cost 7p per minute or more. Typical services include TV vote lines, mobile ringtone downloads, technical helplines, charity fund-raising and adult entertainment. Calls to 118 services are capped at £3.65 for a 90-second call (including VAT) plus our access charge.

If you have a problem with Premium Rate Services (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 PRS provider. We can use call barring to restrict access to "09" numbers. Please call us on 0333 880 1001 for advice on this. We can give you a factsheet on PRS.

You can also ask for help from the Phone-paid Services Authority (PSA) which is the industry-funded regulatory body for Premium Rate Services. PSA operates a Code of Practice that sets out standards for the operation of PRS. You can use the PSA website at www.psauthority.org.uk to check PRS numbers direct and find contact details for the company in question or to submit a complaint. PSA has the legal powers to require a provider of PRS to amend its service or promotional material (or both) and can also order refunds and impose penalties on service providers for breaches of the PSA Code.

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 0345 070 0707.

Useful Addresses