Code of Practice Regarding Complaint Handling and Dispute Resolution for Domestic and Small Business Customers

This document was last updated on 30th December 2020.

1. INTRODUCTION

This page provides a snapshot of Freeola Limited services and what to do if something goes wrong or we fail to meet your expectations. This document has been approved by Ofcom (the independent regulator and competition authority for the UK communications industries).

2. ABOUT FREEOLA

Freeola Limited offers a range of internet services aimed mainly at consumers and small office/home office customers and was established in 1999. Freeola offers internet connections such as broadband and dial-up and web hosting services.

Thanks to relationships with first-class technical and payment partners, Freeola and its customers benefit from an ultra-fast super-resilient internet services platform, strong buying power and high-level relationships with key telecoms providers.

Freeola's services may be accessed and ordered via the website https://freeola.com or by calling us on the Sales Telephone number listed in Section 3.

Freeola also operates one of the UK's top domain registrars in the form of Get Dotted! at https://getdotted.com. We're members of Nominet, the UK domain authority and premier customers of the OpenSRS and Centralnic registries.

All pricing information for services are available on the relevant service pages at https://freeola.com and https://getdotted.com. You can also browse our full price list. Minimum contract periods do not apply, unless specifically stated on the relevant service pages or in the Terms and Conditions documents.

Services may be cancelled online via your MyFreeola Control Panel, or by telephoning one of our Support Team members on 01376 55 60 60.

3. CONTACT DETAILS

SALES, CUSTOMER SERVICE, TECHNICAL & BILLING:

Telephone: 01376 55 60 60 (Monday to Friday 9:00am to 6:00pm / Saturday & Sunday 9:00am to 2:00pm)
Email: via https://freeola.com/support/request

HEAD OFFICE ADDRESS:

Freeola Limited registered in England: Number 5335999
VAT number: 859 1100 32.

Calls to any Freeola telephone line may be recorded or monitored for the purpose of improving our service. Freeola reserves the right to refuse, suspend or summarily terminate all Freeola services to any person who is abusive or behaves unreasonably towards Freeola staff, and further communication with that person will be declined.

4. TERMS AND CONDITIONS OF FREEOLA SERVICES

Each Freeola service is subject to terms and conditions of use which may vary.

The latest version of our terms and conditions are always available here:
https://freeola.com/legal/terms.php

5. DATA PROTECTION RESPONSIBILITIES

Freeola Limited confirms that it complies with applicable data protection regulations.

6. HOW WE HANDLE COMPLAINTS

We aim to provide a quality service at all times. As with any company, occasionally we may get it wrong - we may make a genuine mistake or you may experience a fault with one of our services.

Freeola aims to provide world-class technical support to its customers and to deal with complaints in a timely, fair and efficient manner. We will work with customers on an individual basis in consideration of compensation or refund claims.

You can speak to the Customer Support Manager by phone by calling 01376 55 60 60, or contact us via our free online contact page. However, we recommend that you set-out your complaint in writing to the Customer Support Manager at the earliest opportunity (the address is shown in Section 3, above).

The Customer Support Manager will endeavour to respond in writing within 3 working days of receipt of your complaint. If you are still dissatisfied with our response you may ask for your complaint to be reviewed by the Freeola Senior Manager. The Freeola Senior Manager will endeavour to respond in writing within 3 working days of your request.

If we are still unable to resolve your complaint or reach mutual agreement to settle your claim, then we will normally write you a 'letter of deadlock' and you have the right to progress the matter in a UK Court. The Head Office address shown above is also the Registered Office address for Freeola Limited which is a company registered in England number 5335999.

Additionally, where the dispute specifically concerns our provision of an electronic communications service such as broadband, dial up connection or email, and where the dispute does not relate to our commercial decision whether and, if so, on what terms to supply you with any service and/or product, then you may refer it to an external dispute resolution service from Ombudsman Services: Communications. Freeola Limited is a member of Ombudsman Services: Communications, a telecommunications ombudsman who provide a free and independent dispute resolution process for customers who have failed to reach agreement over disputes specifically concerning electronic communications services. Ombudsman Services: Communications will independently review the facts of the case and their decision will be legally binding on Freeola, but not you as the customer. Ombudsman Services: Communications require a letter of deadlock if less than three months has elapsed since your original complaint. This period is so that Freeola is given an opportunity to resolve the case to your satisfaction before it is referred to the external dispute resolution service. A web page guide to complaining is provided at: https://www.commsombudsman.org/our-process.

Ombudsman Services: Communications can be contacted at PO Box 730, Warrington, WA4 6WU. By telephone on 0330 440 1614 (or 01925 430 049), by fax on 0330 440 1615 (or 01925 430 059) or online at https://www.ombudsman-services.org/.

OFCOM, the Office of Communications regulate communications providers. OFCOM can be contacted as follows: OFCOM Contact Centre, Riverside House, 2a Southwark Bridge Road, London, SE1 9HA. By Telephone: 020 7981 3040 and 0845 456 3040. By Email: [email protected]. Online: https://www.ofcom.org.uk

7. HOW TO OBTAIN THIS CODE OF PRACTICE

This Code of Practice is published on our Web site at Freeola.com/legal/code_of_practice.php. If you require this document in a different format, please contact Freeola on our main support number, as above.

8. CHANGES TO THE CODE OF PRACTICE

Freeola reserves the right to change amend and reissue the Code Of Practice at any time. The date of the document is always shown at the top of the page.

9. YOUR RIGHTS

The Code of Practice is not designed to detract from your rights (whether statutory or common-law) and is not designed to form part of any contract between Freeola and its customers.