Code of Practice
Regarding complaint handling and dispute resolution for domestic and small business customers
Burstfire Networks Limited (“Burstfire”) 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 at www.burstfire.net
The Registered Office of The Company
Burstfire Networks Limited
16 Beaufort Court
Admirals Way
Docklands
London E14 9XL
United Kingdom
Telephone 020 7127 4922
Email accounts@burstfire.net
Web site www.burstfire.net
Burstfire Networks Limited is registered in England, Company number 03813407
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.
Burstfire 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 Burstfire 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 Burstfire 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 020 7127 4922 or email sales@burstfire.net.
Invoicing Details
Invoices are issued in advance for any services ordered from Burstfire and payment can be made in the following ways: Credit Card, Debit Card or Direct Debit online through your own Customer Portal, BACS or Standing Order.
In the case of a query, we ask that you contact our Accounts Team or your allocated Account Manager on 020 7127 4922 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, Burstfire reserve the right to terminate services immediately. In the event of late payment, Burstfire will attempt to contact you either by Email, Fax, Telephone and Letter to the address held prior to disconnection.
Burstfire reserve the right to refuse reconnection to any services, should you have been disconnected through non-payment of outstanding invoices.
Customer Service Contact Details
Burstfire provides a Technical Support help line 24 hours a day 7 days a week which can be accessed by email support@burstfire.net or alternatively by phone 020 7127 4921. 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 Burstfire) 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 17.30 by email sales@burstfire.net or accounts@burstfire.net or alternatively by phone 020 7127 4922.
Complaints Procedure
If you should have cause to complain about any services supplied by Burstfire, please contact your dedicated Account Manager or any member of the Customer Service or Sales Team on 020 7127 4922, sales@burstfire.net or alternatively in writing to Burstfire Networks Limited, Davenport House, 16 Pepper Street, London E14 9RP, United Kingdom, in the first instance. If this does not resolve your dispute then please address your complaint to:
The Directors
Burstfire Networks Limited
16 Beaufort Court
Admirals Way
Docklands
London E14 9XL
United Kingdom
Telephone 020 7127 7922
Burstfire 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 CISAS, an independent alternative Dispute Resolution Scheme (ADR). We can provide you with details of this service. Alternatively, if more than three months has passed since you first made your complaint, please contact the ADR scheme directly:
CISAS (Communications and Internet Services Adjudication Scheme) managed by The Chartered Institute of Arbitrators.
CISAS
24 Angel Gate
City Road
London
EC1V 2PT
Telephone 0845 1308 170
E-mail info@cisas.org.uk
Web Site www.cisas.org.uk