Complaints and Disputes

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

Introduction

WightFibre provides multi channel TV, Internet, and Telephone services to homes and businesses across the Isle of Wight.

Contact details

WightFibre
Communications House
56 Love Lane
Cowes PO31 7EU
Registered in England No 547 0659, Registered address as above.

Customer service phone number(s):
Customer services – 01983 242424
From a WightFibre line – 150 (free of charge)
Sales enquiries – 01983 240 240
Reception – 01983 295050

Customer service e-mail: E-mail help@wightfibre.com

Web site: www.wightfibre.com

Our services

Cable TV and Broadband are subscription services. Telephone lines are a subscription service and calls are charged either a fixed fee or by duration. Maintenance support is normally included within the charges. Further information is available on our website.

Access

Access is via WightFibre fibre network. To order services contact Sales or Customer Service.

Pricing information

WightFibre offers several different tariffs and they are available from our website or from Customer Service.

Contract conditions

Terms and Conditions of our contractual relationship with customers can be found in the Customer Service Agreement published on our website. Contract periods are clearly identified and are either 12 or 24 months initially and monthly thereafter. Customers that cancel are required to pay rental charges until the end of the contract period.

Services can be cancelled within seven working days from when your order was placed at no charge. During cancellation periods, you remain liable for the costs of any services we provide.

Compensation or refund policy

You may be able to claim compensation if we fail to repair your service when we said we would. If you dispute your charges we will re-check the bill and you will be credited if there is a mistake.

Complaint handling process

If you should have cause to complain about our service, please contact us and let us know. It is through your feedback that we are able to review and improve the overall service we provide. WightFibre is proud of our local, island based customer service and are committed to the highest possible levels of customer service.  We take every complaint seriously and will do our best to resolve all complaints to the satisfaction of our customer.

If you have a complaint, our formal internal complaints procedure is outlined below. We are fully committed to addressing all complaints by telephone. Should you wish to receive a response in writing then please ask.

If you are dissatisfied with our response we need to know about it as quickly as possible. Contact Customer Services by telephone or in writing or by email (details below), your letter or email will be acknowledged within 24hours of receipt.

Customer Services
WightFibre
Communications House
56 Love Lane
Cowes PO31 7EU
Customer services – 01983 242424
help@wightfibre.com

If you remain dissatisfied you can escalate the issue to the Chief Operating Officer (COO):

Simon Poole
WightFibre
Communications House
56 Love Lane
Cowes PO31 7EU
Tel – 01983 240108
Simon.Poole@WightFibre.com

If you still remain dissatisfied you can speak to the CEO:

John Irvine
WightFibre
Communications House
56 Love Lane
Cowes PO31 7EU
Tel – 01983 240104
john.irvine@wightfibre.com

 

Alternative dispute resolution procedure

If we have not resolved your complaint to your satisfaction after 12 weeks, or if you have received a letter from us saying that your complaint has reached “deadlock”, you may make a complaint through Ombudsman Services, an independent alternative dispute resolution scheme.

Ombudsman Services,
PO Box 730,
Warrington,
WA4 6WU
Telephone 0330 440 1614
Web site: https://www.ombudsman-services.org/providers/wightfibre-ltd

How to obtain this Code of Practice

This Code of Practice is published on our Web site at www.wightfibre.com. Additional copies are available on request and free of charge to any domestic and small business customer. It can also be made available in alternative formats, e.g.  large print, etc.

Additional information

This Code has been approved by Ofcom for the purposes of section 52 of the Communications Act 2003. The Guidelines for producing codes of practice are on Ofcom’s Web site at http://www.ofcom.org.uk/telecoms/ioi/g_a_regime/gce/ccodes/ccodes.pdf