Customer Complaints Code of Practice

1. Bulldog - Background

In September 2006 Bulldog’s services and the Bulldog brand became part of the Pipex Communications Group, one of the UK’s leading providers of integrated telecommunications and internet solutions. The Broadband and Voice Division of Pipex Group were acquired by Tiscali U.K. Holdings in July 2007.

Although Bulldog has changed ownership, the current business remains unaffected and continues its focus on the provision of quality broadband and residential telephone services.

The legal relationship is between you and Pipex Internet Limited.

Pipex Internet Limited is a company registered in England (Company No. 5306519)

2. Purpose of this Code of Practice

At Bulldog we pride ourselves on our standard of service, however despite our best endeavours we may occasionally get it wrong. If you’re unhappy with the service you’ve received, please tell us and we will do all we can to resolve the matter quickly and satisfactorily. This code is to inform the customer of our internal complaints procedure and what further steps are available if you believe your complaint has not been dealt with satisfactorily.

3. Internal Complaints Procedure

Contact our Customer Care team by calling 0871 702 7777. We will always try to resolve the matter during your first telephone call but if we can’t; we will give you an approximate timescale and return your call.

If you’re not satisfied with the way we’ve handled your complaint, please ask to speak to the manager of the customer services team.

If you feel your complaint has not been resolved and you remain unhappy you can ask to speak to our Customer Relations Department who will review your case and provide you with a unique reference number to quote in all your contacts. Although we would prefer to resolve your issue at the earliest opportunity you can also contact us by:

Emailing us at bulldogcustomerservice@pipex.net

Writing to us quoting your account number and a summary of the issues you have experienced at the following address:

Bulldog Customer Correspondence
Christie Fields
Derwent Avenue
Manchester
M21 7QS

4. Alternative Dispute Resolution Arrangements

We hope it won't come to this but if, after speaking to the Customer Relations Department, you are still unsatisfied with our response and we have written to you with our final position (known as ‘deadlock’) or we have not resolved your concerns within 12 weeks, you will be able to contact an independent arbitrator.

Bulldog are members of the Communications and Internet Services Adjudication Scheme (CISAS) which is operated by the Chartered Institute of Arbitrators. CISAS is an OFCOM (Office of Communications) approved arbitrator. CISAS can review your complaint independently and their final decision will always be honoured by Bulldog.

The service provided by CISAS is free and is a straightforward and fast alternative to legal action. The Arbitrator will encourage you to use our complaints resolution process and may refer you back to Bulldog if they feel that all avenues have not been explored.

In the event of us writing to you with a ‘deadlock’, you must decide within 6 months if you wish to refer the issue to CISAS. CISAS will investigate complaints that we cannot resolve to your satisfaction – they will listen to both sides of the story and to the facts. They can be contacted at -

CISAS
24 Angel Gate
City Road
London EC1V 2PT
Email: info@cisas.org.uk
Tel: 020 7520 3827
Fax: 020 7520 3829

If you would like further information on the role of the Arbitrator, please contact us directly or you can visit their website, http://www.arbitrators.org/cisas.

5. Complaints about this Code

If you believe we have failed to meet our commitments regarding our complaint handling activities, please contact

Lee Jones
Head of Legal
Pipex Communications
Christie Fields
Derwent Avenue
Christie Fields
Manchester M21 7QA

Telephone: 0871 702 7777

6. Disclaimer

Bulldog takes every care to ensure that the content of this document is correct at the date of publication, but accepts no liability for any error or omission therein. Bulldog products and services are continually under development, and for this reason published information may sometimes not be fully up to date.

Please therefore check the latest situation either by visiting our web site at http://www.bulldogbroadband.com.

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