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Code of Practice

Regarding complaint handling and dispute resolution for domestic and small business customers

Securus Communications Limited is an established ISP providing Internet Services to both Business and Residential customers. A full description of all our services can be found on our website here.

The Registered Office of The Company

Securus Communications Limited, 39 Chobham Road, Woking, Surrey GU21 6JD.
Telephone: 03451 283457

Securus Communications Limited is Registered in England.
Company Registration Number: 7917968

This Code of Practice describes the products and services, which we supply for our customers, and contains information regarding the services and their provision. It gives information on how to contact us regarding any of our services and our disputes procedure. Securus Communications Limited aims to provide a high standard of Customer Service and to deal with any complaints in a fair and transparent manner. Below you will find the details of how to lodge a complaint in the event that you feel we have failed to meet the standards that you, as the customer, expect.

Pricing Information
Pricing for services is obtainable from your Account Manager.

Some of the services offered by Securus Communications Limited can be purchased through our online ordering service. Others require completion of forms, which our Sales Team will take you through and ensure speedy dispatch of relevant paperwork. Any data collected during the ordering process will only be used by Securus Communications Limited for the provision of the service required, billing and contact purposes.

To contact the Sales Team with enquiries regarding any of the above services please phone: 03451 283457 or email here.

Invoicing Details
Invoices are issued in advance for any services ordered from Securus Communications Limited and payment can be made in the following ways: BACS, Standing Order or Direct Debit. In respect of services, a cheque facility is not available and payment can only be made by Standing Order, BACS, or Direct Debit.

In the case of a query, we ask that you contact our Accounts Team or your allocated Account Manager on 03451 283457 on receiving the applicable invoice. Any queries will be dealt with immediately by your Account Manager and we will endeavour to settle the problem whilst we are talking to you. If this is not possible and further investigation is required, we will keep in contact with you and advise you as soon as the problem is resolved, at which time we will either credit the invoice or allocate a refund to your account.

In the case of refusal to pay any invoices due, or late payment of invoices, Securus Communications Limited reserve the right to terminate services immediately. In the event of late payment, Securus Communications Limited will attempt to contact you either by Email, Telephone and Letter to the address held prior to disconnection.

Securus Communications Limited reserve the right to refuse reconnection to any services, should you have been disconnected for non-payment of outstanding invoices.

Customer Service Contact Details
Securus Communications Limited provides a Technical Support Helpline 24 hours a day 7 days a week which can be accessed by phone: 03451 283458. All correspondence will be replied to as soon as possible but at the latest within 24 hours of receipt.

Any problems that are due to conditions outside our control (circuits not owned or managed by Securus Communications Limited) may take longer to rectify, however, we will do everything we can to keep you updated and to liaise with the necessary companies to ensure that faults are fixed within the shortest possible time.

Our Sales and Accounts personnel can be contacted Monday to Friday between the hours of 09.00 to 17.00 by email here or by phone: 03451 283457.

Complaints Procedure
If you should have cause to complain about any services supplied by Securus Communications Limited, please contact your dedicated Account Manager or any member of the Customer Service or Sales Team on 03451 283457, or alternatively in writing to: Securus Communications Ltd, 39 Chobham Road, Woking, Surrey, GU21 6JD, in the first instance. If this does not resolve your dispute then please address your complaint to:
Mr Brett Rowe – Managing Director
39 Chobham Road, Woking, Surrey GU21 6JD.

Securus Communications Limited will address all complaints within 5 working days and will provide an explanation or an update with regards to the problem as appropriate. We will keep you informed at all times of our progress with regards to the matter.

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 the Communications Ombudsman, an independent Alternative Dispute Resolution Scheme (ADR). We can provide you with details of this service. Alternatively, if more than three months have passed since you first made your complaint, please contact the ADR scheme directly:

Ombudsman Services
The Brew House, Wilderspool Park, Greenall’s Avenue, Warrington WA4 6HL.
Telephone:0330 440 1614
E-mail: osenquiries@os-communications.org
Web Site: www.ombudsman-services.org


This Code of Practice is published on our website at: www.securuscomms.co.uk. Additional copies are available on request and free of charge to any domestic and small business customer.

This document is reviewed at regular intervals as required by the regulator. On review, the latest version will immediately be published and will be available on our website at: www.securuscomms.co.uk.