Code of Practice for Domestic and Small Business Customers

Introduction to our Company and Services

Cloud Based Solutions Ltd are an independent company that delivers communications services to domestic and small business customers in the UK. While we may not provide all the component parts of our services ourselves, we do take responsibility for the services delivered to you.

We will liaise with our suppliers to ensure that any problems with their services are resolved promptly.

Purpose of this Code of Practice

This code informs you about our products, services, customer-care policies and where to find information about our charges and terms and conditions. This Code of Practice is published on our website www.cbsuk.net. Additional copies are available on request and free of charge to any domestic and small business customer.

How to Contact Us

Please contact our Customer Service Team using one of the following:

By Phone: 0207 553 4488
Opening Hours 8.30am to 5.30pm Monday to Friday excluding Bank Holidays.

By Email: sales@cbsuk.net

By Letter: Cloud Based Solutions Ltd, 169 High Street, Barnet, EN5 5SU 

Or via our website: www.cbsuk.net

Our registered office address is: 169 High Street, Barnet, EN5 5SU 

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

  • Landline telephones
  • Landline calls
  • CPS – Carrier Pre-Selection
  • WLR – Wholesale Line Rental
  • ISDN – digital telephone lines
  • Broadband access
  • VoIP & IP telephony services
  • Non-geographic numbers
  • Intelligent Call Routing
  • Internet
  • Mobile telephone and data 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 7553 4488 or sales@cbsuk.net.

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 Cloud Based Solutions, 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 020 7553 4488. 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, although certain products may be available on shorter terms. We aim to provide services within ten working days of your original request, but again this is product dependent and subject to the availability and installation of any equipment or services, such as phone lines for 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, please call our Customer Service Helpdesk on 020 7553 4488. We will charge you a fee as set out in your contract. After the minimum term you can cancel any service by calling our Customer Service Helpdesk on 020 7553 4488, giving us three months ’notice, or as laid out in the contract agreement.

Faults and Repairs

Please call our Service Team on 0207 553 4488 or email support@cbsuk.net if you experience a fault with any of our services.

For domestic customers – we aim to have this investigated and repaired within two working days (or sooner if a higher SLA is being paid for).

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 loss of service
  • Keeping a pre-agreed engineer appointment

Compensation and Refund Policy

We do not offer compensation payments in any circumstances for failure to meet the service levels listed above.

Price Lists

Our pricing structure is available from our Customer Service Team on 0207 553 4488. We will write to you in advance if we change the pricing structure on your products and services.

Billing

We will bill you monthly by default, or quarterly on request. Annual Maintenance contracts for PBX phone systems are invoiced annually.

You can choose to pay us via a range of options including Bank Transfer, 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 our Customer Service Team.

We provide itemised bills showing individual Service Charges and details of all out-going or other chargeable calls.

Invoices and itemised reports will be emailed to your nominated recipient(s).

Printed bills are available on request. A fee of £5.00 will be added to your regular monthly charges.

If you have difficulty paying your bill, please contact us on 0207 553 4488 and we will try to arrange a different method of payment. We will do all we can to help our residential and 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.

Moving Home or Office

Please call our Customer Service Team on 0207 553 4488, giving as much notice as possible, prior to your move date. We will arrange to either move current services or install new if appropriate. 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

Cloud Based Solutions recognise 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 our Customer Service Team on 0207 553 4488.

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 our Customer Service Team on 0207 553 4488.

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.

Our Code of Practice on Complaint Handling and Dispute Resolution explains how customers can complain. The code also provides information on how we deal with complaints and your right to take unresolved complaints to Alternative Dispute Resolution. You can find a copy of our Complaints Code here. Alternatively, copies are available free of charge and on request from our Customer Service Team on 0207 553 4488.

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
  • Text Relay Service
  • Mobile SMS access to Emergency Services
  • Third party bill management
  • Access to a free Directory Enquiries Service for people who are unable to use the printed phone book
  • Copies of bills, contracts and this Code in an accessible format

Data Protection

We comply fully with our obligations under the Data Protection Act 2018.